Major Incident Manager

Type of Requisition: Regular

Clearance Level Must Currently Possess None Clearance Level Must Be Able to Obtain None Public Trust/Other Required SSBI (T5) Job Family Administration Job Qualifications Skills Communication, Incident Management, Major Incident Management, Service Now Platform Certifications None Experience 5 + years of related experience US Citizenship Required No

Job 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.

You'll 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 Electronic Health Records Modernization (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.

*** The shift hours for this role are 7:00PM-7:00AM with 5 days off, 5 days working, or 4 days off, 5 days working, or 5 days off, 4 days working. HOW A MAJOR INCIDENT MANAGER WILL MAKE AN IMPACT

• Play a critical role in maintaining the stability, availability, and usability of the PATH (Oracle Cerner Millennium) environment by leading the response to high-severity incidents and coordinating major issue resolution.
• Ensuring timely, well-coordinated incident management, reduce downtime, protect data integrity, and help clinicians and staff focus on delivering safe, high-quality patient care.
• May be required to work non-standard hours, including evenings, weekends, and holidays, as directed by management and based on client needs and incident response requirements.
• Provide 24/7 coordination for major incidents (SEV1–SEV3) affecting critical systems such as EMR, clinical workflows, financial systems, and imaging platforms.
• Assess incident criticality at engagement and throughout the lifecycle; oversee monitoring, prioritization, escalation, and resolution against defined SLAs.

• Engage and coordinate cross-functional technical resources as necessary, ensuring all steps and activities required for escalation are executed efficiently.

• Serve as the primary point of contact for major incidents, providing timely, professional communication to clients, internal stakeholders, and executive leadership.

• Ensure accurate, comprehensive documentation in Service Now, including Service Requests, Incident Reports, and associated Change Requests, capturing timelines, actions, and outcomes.

• Lead root cause analysis efforts, document findings and corrective actions across vendors, and deliver clear 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 when not directly engaged in a major incident, helping to strengthen reliability and resiliency.

• Mentor team members, support incident response drills, and maintain operational readiness for potential outage.
• Help strengthen customer trust, support contract performance, and enable mission success across the healthcare environment.

REQUIRED QUALIFICATIONS AND EXPERIENCE

• 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…