Major Incident Analyst II

Mass General Brigham•Somerville, MA

22h•Hybrid

About The Position

When critical systems go down, patient care is on the line—and that’s where you come in. As a Major Incident Manager, you’ll be at the center of high-stakes situations, leading rapid response efforts to restore essential systems across a 24x7, world-class healthcare environment. You’ll coordinate teams, drive action, and bring clarity to chaos—all while ensuring the highest standards of care and safety are maintained. If you thrive under pressure, love solving complex problems, and want your work to truly matter, this role puts you right where you can make a difference.

Requirements

A calm, decisive mindset in high-pressure situations
Strong communication skills—you can translate technical chaos into clear direction
Experience with Major Incident Management, IT Operations, or ITSM frameworks (ITIL is a plus)
A passion for continuous improvement and teamwork
Willingness to jump into a 24x7 on-call rotation
BS/BA degree or equivalent combination of education/experience
Minimum 5 years prior experience in a business, technical application analyst, or application development role
Experience with ITSM processes including Incident Management.
Ability to organize and facilitate discussions with a large group of contributors during high impact incidents.
Ability to multi-task, make sound judgments and prioritize activities in a fast-paced, high stress environment.
Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization.
Comfortable challenging information if the response does not fit the situation.
Technical breadth to be able to ask the right questions, collect the responses and set actions based on information.
Demonstrated analytical and reasoning skills to perform high level problem-solving.
Excellent communication skills—verbal and written.
Strong organizational skills.
Ability to learn and develop quickly.
Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization.

Nice To Haves

ITIL Certification(s) a plus
Experience as Major Incident manager preferred.
Experience in a large enterprise Operations Command Center or NOC environment highly desirable.

Responsibilities

Lead the Response When It Matters Most: Take charge during major incidents, coordinating cross-functional teams to restore critical systems quickly and safely.
Act as the central hub of communication, ensuring everyone—from engineers to leadership—stays informed and aligned.
Be Ready for Anything: Participate in a 24x7 on-call rotation—because healthcare never sleeps, and neither do critical systems.
Step in confidently during high-impact situations and guide teams through resolution.
Bring Order to Complexity: Capture a clear, detailed timeline of events during each incident.
Turn fast-moving situations into structured, accurate documentation once the dust settles.
Turn Data into Insight: Track key metrics and define what success looks like for incident response.
Produce KPIs and reports that help teams learn, improve, and respond even faster next time.
Make Good Systems Even Better: Identify opportunities to improve processes and prevent future incidents.
Contribute to IT Service Management practices including Incident, Problem, and Request Management.
Share What You Know: Train and support teams across Information Systems on Major Incident processes.
Help build a culture of readiness, accountability, and continuous learning.