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 Electronic Health Records Modernization program. The role leads major issue management and supports triage, incident, problem, and change management activities within the Sustainment Operations Incident and Delivery pillar. The manager helps maintain the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment by coordinating responses to high-severity incidents and major issue resolution. This work supports clinicians and staff across a healthcare environment serving 567 tribes, 37 states, and more than 600 medical facilities.

The position provides 24/7 coordination for major incidents affecting critical systems, assesses and escalates incidents against defined service-level agreements, coordinates cross-functional technical resources, and serves as the primary communication point for clients, internal stakeholders, and executive leadership. It also requires thorough ServiceNow documentation, root-cause analysis and reporting, incident trend analysis, and contributions to process improvement and preventive strategies. When not engaged in a major incident, the manager supports triage and incident, problem, and change management, mentors team members, participates in response drills, and helps maintain operational readiness.

This is a remote role with a scheduled weekly workload of 40 hours. The stated shift is 7:00 p.m. to 7:00 a.m., with rotating schedules described as five days off/five days working, four days off/five days working, or five days off/four days working. The role may require evenings, weekends, holidays, irregular hours, and participation in an on-call rotation. Travel may be required, with the posting stating up to 25% in the qualifications and 10–25% in the travel details. The position requires obtaining and maintaining an in-depth Public Trust Level 5 investigation; no clearance is currently required, and U.S. citizenship is not required.

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 incident and problem management practices 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 investigation.

Nice To Haves

• Experience with xMatters.
• 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 in a fast-paced environment.
• Ability to communicate and interact effectively with internal and external teams, stakeholders, and customers.
• Ability to work independently with minimal supervision and meet tight deadlines while following detailed 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 resolution of high-severity incidents affecting critical systems, including EMR, clinical workflows, financial systems, and imaging platforms.
• Provide 24/7 coordination for major incidents rated SEV1–SEV3.
• Assess incident criticality throughout the incident lifecycle and oversee monitoring, prioritization, escalation, and resolution against defined SLAs.
• Coordinate cross-functional technical resources and ensure required escalation activities are completed efficiently.
• Serve as the primary point of contact for major incidents, communicating with clients, internal stakeholders, and executive leadership.
• Document incidents in ServiceNow, including Service Requests, Incident Reports, and associated Change Requests, with timelines, actions, and outcomes.
• Lead root cause analysis efforts, document findings and corrective actions across vendors, and provide summaries to leadership.
• Analyze incident data to identify trends and contribute to process improvement, problem management, and preventive strategies.
• Support triage, incident management, problem management, and change management outside active major incidents.
• Mentor team members, support incident response drills, and maintain operational readiness for outages.
• Help strengthen customer trust, support contract performance, and enable mission success across the healthcare environment.

Benefits

• 401(k) with company match.
• Comprehensive health and wellness packages, including medical plan options, health savings account options, dental plans, and vision plan.
• Professional growth opportunities, including paid education and certifications.
• Paid vacation and holidays; the posting also describes paid time off plans that may include vacation, sick and personal time, holidays, and paid parental, military, bereavement, and jury duty leave.
• Typically 15 days of paid leave per calendar year for new employees, plus 10 paid holidays per year, prorated based on hire date.
• Eligible employees may receive up to 160 hours of paid family leave in a rolling 12-month period.
• 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 support and opportunities to learn cutting-edge technology.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level