Epic Technology Services Release Manager

Memorial Sloan Kettering Cancer Center•New York, NY

1d•Hybrid

About The Position

The Manager – Epic Technology Services (Environment & Release Management) at Memorial Sloan Kettering Cancer Center (MSK) leads the planning and coordination of Epic software releases across MSK’s Epic environment landscape. This includes oversight of quarterly Epic upgrades, Service Updates (SUs), and Release Authorizations (RAs) to ensure all release cycles are executed predictably, securely, and in full alignment with MSK operational and compliance requirements. This role requires strong collaboration across various teams including Epic Technology Services, Epic Hosting, application teams, Infrastructure, IAM, Security, Integration, Endpoint Services, Field Services, Virtualization, and Business Continuity teams. The ideal candidate has deep experience supporting Epic environments and managing upgrade project/cutover plans.

Requirements

3–5+ years experience with enterprise IT system activities including implementation projects, upgrade projects, and periodic maintenance.
Strong understanding of Epic upgrade cycles, updates, Nova workflows, and Release Authorization (RA) processes.
Experience managing project plans and cutover plans for Epic/EHR implementations and upgrades.
Experience with Epic software build tracking, change management, and Data Courier and Content Management processes.
Experience working with ITSM/ITIL processes; familiarity with ServiceNow for change and incident management.
Familiarity with HL7, integration workflows (e.g., Rhapsody), and SQL/database fundamentals.
Strong communication and collaboration skills with the ability to work cross-functionally across application, technical, and operational teams.
Able to coordinate and participate in scheduled downtimes and other system events during nights and weekends as required.
High attention to detail with strong documentation and audit readiness discipline.

Nice To Haves

System analyst or equivalent experience with implementation or operational support of Epic Software, or other IT enterprise EHR systems preferred.
Epic experience with Epic's User Web, Nova, Sherlock, and Release Authorization processes preferred.

Responsibilities

Provide oversight of the Epic software lifecycle, including Service Updates (SUs), quarterly upgrades, and environment planning strategy.
Manage and coordinate MSK’s quarterly Epic upgrades, updates, and Release Authorizations (RAs) – including planning, readiness, cutover oversight, post-deployment validation, and any emergency or regulatory releases.
Experience with Epic Software build tracking, change management, and Data Courier and Content Management processes.
Facilitate Epic upgrade meetings and Staying Current Captains meetings to ensure cross-team alignment.
Manage upgrade project plans and cutover plans, ensuring alignment with Epic Hosting, Infrastructure, and Application teams.
Lead MSK’s Epic release/upgrade meetings, maintaining clear timelines, dependencies, and communication plans.
Oversee Nova notes management and assignment, ensuring timely review and action by responsible teams.
Maintain release readiness frameworks: cutover playbooks, readiness checklists, rollback procedures, risk assessments, approvals, and decision logs.
Communicate release scope, timelines, risks, and impacts to Epic teams, operational groups, and leadership.
Collaborate with Training, Communications, and Clinical Operations to ensure end user readiness.
Work with MSK’s testing and QA teams to ensure testing is completed according to established timelines and deliverables.
Monitor testing progress and escalate blockers or risks.
Ensure testing teams receive environment readiness updates, release notes, and technical details required for validation.
Review testing summaries and readiness artifacts to support go/no-go decisions.
Ensure MSK Epic system integrity through strong knowledge of Epic system architecture (e.g., Chronicles, Interconnect, Hyperspace, web services).
Maintain understanding of MSK’s Epic integrations, including Rhapsody, HL7, web APIs, and third-party systems.
Oversee MSK’s environment refresh strategy, including planning, sequencing, prerequisites, and communication.
Collaborate with Epic Hosting, Infrastructure, DBA, IAM, Security, and Integration teams to ensure environment synchronization and technical readiness.
Provide oversight of MFA and other technical configurations related to Epic access, workflows, and deployment activities.
Ensure MSK follows security best practices across environment and release operations.
Oversee Disaster Recovery (DR) testing in partnership with Business Continuity teams.
Partner with Endpoint Services to ensure Epic-connected endpoints meet OS and patching standards.
Collaborate with Field Services and application teams to ensure Business Continuity Access (BCA) workstations remain updated and operationally ready.
Work closely with the Virtualization team to support Epic Hyperdrive delivered via Citrix, ensuring performance, readiness, and environment alignment.
Support deployments across non-production and production Epic environments.
Review and coordinate follow-up actions for Downtime Prevention Escalations (DPE), Security & Privacy Risk Escalations, and Care Concerns Bulletins.
Maintain thorough release documentation including cutover plans, readiness packets, testing summaries, issue logs, and decision records.
Support SOC2, ITGC, and internal audits related to release governance, access controls, and technical readiness evidence.
Continuously improve release management processes, communication workflows, and governance structures.