Major Incident Manager

General Dynamics Information Technology•USA VA Home Office (VAHOME), VA

5d•$102,000 - $138,000•Remote

About The Position

GDIT is hiring a Major Incident Manager to support the Indian Health Service (IHS) EHR Modernization program. The role is part of the Sustainment Operations Incident and Delivery pillar and leads major issue management while supporting triage, incident, problem, and change management. The position helps maintain the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment and supports safe, high-quality patient care across the healthcare environment. The manager coordinates responses to high-severity incidents, including 24/7 coordination for SEV1–SEV3 events affecting critical systems such as electronic medical records, clinical workflows, financial systems, and imaging platforms. The role assesses incident criticality, oversees monitoring, prioritization, escalation, and resolution against service-level agreements, coordinates cross-functional technical teams, and serves as the primary contact for incident communications. Responsibilities also include maintaining ServiceNow records, leading root cause analysis, identifying incident trends, and supporting reliability and process improvements. This is a remote role with a 40-hour scheduled work week and a 7:00 a.m.–7:00 p.m. shift on one of several rotating schedules: five days on/five days off, four days on/five days off, or five days on/four days off. The position requires participation in an on-call rotation and work at irregular hours, including evenings, weekends, and holidays, as directed by management and client needs. Travel may be required, and the posting lists travel as 10–25% and up to 25% if needed. The role requires obtaining and maintaining an in-depth Public Trust Level 5 clearance.

Requirements

Bachelor’s degree in Computer Science, Information Technology, or a related field, or an equivalent combination of education and experience.
At least 5 years of experience in incident management, preferably in healthcare IT or large, complex IT environments.
Strong knowledge of ITIL practices, including incident and problem management, and IT troubleshooting in mission-critical systems.
Experience with PATH (Oracle Cerner Millennium) or similar EHR platforms and enterprise incident management tools such as ServiceNow.
Demonstrated ability to lead cross-team incident response and make effective decisions under high pressure.
Training, education, or experience in task coordination and functional knowledge of IT project management concepts and tools.
Ability to participate in an on-call rotation and work irregular hours to support 24/7 operations.
Ability to travel up to 25% of the year, if needed.
Ability to obtain and maintain an in-depth Public Trust Level 5 clearance.

Nice To Haves

xMatters experience.
Five or more years of relevant incident management or operations leadership experience.
Experience supporting federal contract programs and working with government stakeholders.
Experience with healthcare systems and standards such as HL7, PACS, and EMR platforms.
Strong task and incident management skills, with excellent organizational and time management capabilities.
Ability to manage frequently changing priorities of competing importance in a fast-paced environment.
Ability to communicate and interact effectively with internal and external teams, including key stakeholders and customers.
Ability to work independently with minimal supervision and within tight deadlines while following detailed written policies, processes, procedures, and work instructions.
Ability to produce high-quality incident reports, root cause analyses, playbooks, and process documents.

Responsibilities

Lead major issue management and coordinate responses to high-severity incidents affecting the PATH (Oracle Cerner Millennium) environment.
Provide 24/7 coordination for SEV1–SEV3 incidents affecting critical systems, including EMR, clinical workflows, financial systems, and imaging platforms.
Assess incident criticality throughout the incident lifecycle and oversee monitoring, prioritization, escalation, and resolution against defined SLAs.
Coordinate application, engineering, infrastructure, vendor, and operations teams, ensuring required escalation steps and activities are completed efficiently.
Serve as the primary point of contact for major incidents and communicate in a timely, professional manner with clients, internal stakeholders, and executive leadership.
Document incidents accurately and comprehensively in ServiceNow, including Service Requests, Incident Reports, and associated Change Requests, with timelines, actions, and outcomes.
Lead root cause analysis, document findings and corrective actions across vendors, and provide clear summaries to leadership.
Analyze incident data for trends and contribute to process improvement, problem management, and preventive strategies.
Support triage, incident management, problem management, and change management when not directly engaged in a major incident.
Mentor team members, support incident response drills, and maintain operational readiness for potential outages.
Work non-standard hours, including evenings, weekends, and holidays, as directed by management and based on client needs and incident response requirements.
Participate in an on-call rotation and support 24/7 operations.
Travel as needed, up to 25% of the year.

Benefits

401(k) with company match.
Comprehensive health and wellness packages, including medical plans, some with Health Savings Accounts, dental plans, and vision coverage.
Professional growth opportunities, including paid education and certifications.
Paid vacation and holidays.
Paid leave options including vacation, sick, and personal time, as well as paid parental, military, bereavement, and jury duty leave.
Typically 15 days of paid leave per calendar year for new employees, prorated based on hire date.
An additional 10 paid holidays per year, prorated based on hire date.
Up to 160 hours of paid family leave in a rolling 12-month period for eligible employees.
Short- and long-term disability benefits, life insurance, accidental death and dismemberment, personal accident, critical illness, and business travel and accident insurance are provided or available.
Full-flex work weeks where possible.
Internal mobility team and career growth support.