[Hiring] Major Incident Commander @TEKsystems

Role Description

Seeking a Major Incident Commander for a Healthcare IT Enterprise Operations Center (EOC). This is a high-impact leadership role responsible for the end-to-end management of critical IT service disruptions that affect patient care, clinical workflows, and hospital operations. This role requires command authority, strong executive communication, and a deep understanding of healthcare IT operations.

Top 3 Priorities for this role:

• Stakeholder Communication and personality fit
• Technical Depth (infrastructure centric)
• Relevant Senior Level Leadership Experience
• Ideal candidate will have healthcare experience

The Major Incident Manager acts as the "Incident Commander," driving the swift restoration of critical healthcare services while maintaining transparent communication with executive leadership and clinical stakeholders.

Key Responsibilities

• Incident Command & Coordination:
  • Lead the Major Incident Bridge by facilitating 24/7 technical bridge calls and "war rooms" to triage and resolve Priority 1 (P1) and Priority 2 (P2) incidents.
  • Lead real-time decision-making under pressure, balancing technical recovery with patient-safety and clinical impact.
• Clinical Impact Assessment:
  • Quickly evaluate the scope of technical outages to determine their impact on patient safety and critical business applications.
  • Identify trends, anomalies, and recurring failure patterns.
• Stakeholder Communication:
  • Issue regular, clear updates to Senior leadership (CIO/CTO) and Service Portfolio leads.
  • Maintain confidence and calm in high-pressure situations.
• Post-Incident Management:
  • Own and facilitate after action reports and Post-Incident Reviews (PIR) within 48 hours.
  • Conduct root cause discussions and ensure corrective actions are identified and tracked.
• Process Improvement:
  • Own and continuously optimize the enterprise incident management process in alignment with ITIL best practices.
• Vendor & Matrix Management:
  • Coordinate with third-party vendors and internal cross-functional teams to ensure rapid service recovery.
• Monitoring and Alerting:
  • Utilize AIOps, triaging and monitoring tools to assist with MTTD and MTTR.
• Incident Response:
  • Serve as an escalation point for complex operational incidents.
• Performance Optimization:
  • Analyze monitoring data and performance metrics to identify trends and provide recommendations for improvement.
• Automation:
  • Identify and implement automation opportunities for major incident management.
• Collaboration and Documentation:
  • Collaborate with cross-functional teams to maintain Major Incident Management documentation.
• Problem Management:
  • Participate in root cause analysis (RCA) and post-incident reviews.
• Compliance and Security:
  • Ensure MIB processes comply with organizational security standards and regulatory requirements.

Qualifications

• 8+ years of progressive IT operations or enterprise support experience.
• 5-7+ years in IT major incident management or IT service management, with specific experience in healthcare environments.
• Strong understanding of IT infrastructure and technical experience in Networking, Clinical Imaging devices, and EHR access fundamentals.
• Strong understanding of HIPAA and HITECH compliance regarding protected health information (PHI).
• Proven track record in managing large-scale, network or operations center with complex operations.
• In-depth knowledge of enterprise network architecture, data center operations, cloud environments, and relevant software/tools.

Soft Skills

• Excellent crisis leadership and decision-making abilities under pressure.
• Strong analytical mindset with the ability to interpret complex data.
• Exceptional communication and interpersonal skills.
• Strong problem-solving and organizational skills.

Education and Certifications

• A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is required.
• An MBA or a related Master's degree is highly preferred.
• ITIL 4 Foundation or higher is preferred.

Work Environment

• Dynamic and collaborative work environment.
• May require off-hours work or participation in an on-call rotation.
• Travel requirements may include quarterly onsite business meetings.
• This role may require working irregular hours, including nights, weekends, and holidays.

Job Type & Location

This is a Contract position based out of St. Louis, MO.

Pay and Benefits

The pay range for this position is $80.00 - $95.00/hr. Benefits may include:

• Medical, dental & vision
• Critical Illness, Accident, and Hospital
• 401(k) Retirement Plan
• Life Insurance (Voluntary Life & AD&D for the employee and dependents)
• Short and long-term disability
• Health Spending Account (HSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Application Deadline

This position is anticipated to close on May 20, 2026.