[Hiring] Major Incident Manager @General Dynamics Information Technology

Role Description

GDIT has been supporting the Indian Health Service (IHS) mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. The Major Incident Manager will be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities.

As a Major Incident Manager supporting the IHS EHRM program, you will be responsible for:

• Leading Major Issue Management and supporting triage, incident, problem, and change management activities within the Sustainment Operations Incident and Delivery pillar.
• Playing a critical role in maintaining the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment.
• Ensuring timely, well-coordinated incident management, reducing downtime, and protecting data integrity.
• Working non-standard hours, including evenings, weekends, and holidays, as directed by management.
• Providing 24/7 coordination for major incidents (SEV1–SEV3) affecting critical systems.
• Assessing incident criticality at engagement and throughout the lifecycle.
• Engaging and coordinating cross-functional technical resources as necessary.
• Serving as the primary point of contact for major incidents.
• Ensuring accurate, comprehensive documentation in ServiceNow.
• Leading root cause analysis efforts and documenting findings.
• Analyzing incident data to identify trends and contribute to process improvement.
• Supporting triage, incident management, problem management, and change management.
• Mentoring team members and maintaining operational readiness for potential outages.
• Helping strengthen customer trust and support contract performance.

Qualifications

• Bachelor’s degree in Computer Science, Information Technology, or related field, or equivalent combination of education and experience.
• Minimum 5 years of experience in incident management, preferably in healthcare IT or large, complex IT environments.
• Strong knowledge of ITIL practices (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 (ServiceNow; xMatters preferred).
• Demonstrated ability to lead cross-team incident response and make effective decisions under high pressure.
• Training/education/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.

Requirements

• 5+ 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/external teams, including key stakeholders and customers.
• Ability to work independently with minimal supervision and within tight deadlines.
• Ability to produce high-quality documentation (incident reports, root cause analyses, playbooks, and process documents).

Benefits

• Full-flex work week to own your priorities at work and at home.
• 401K with company match.
• Comprehensive health and wellness packages.
• Internal mobility team dedicated to helping you own your career.
• Professional growth opportunities including paid education and certifications.
• Cutting-edge technology you can learn from.
• Rest and recharge with paid vacation and holidays.