About this role
Job description
Job Summary
Looking for a Major Incident Manager with 5-8 years of experience in Healthcare IT operations to manage critical incidents, drive ITSM governance, ensure SLA compliance, and coordinate service restoration in a 24x7 support environment.
Key Responsibilities
- Lead Major Incident, Incident, Change, Problem, and Service Request Management activities.
- Drive SLA adherence, ticket governance, escalation management, and service performance.
- Coordinate with technical teams, service desk, and business stakeholders for timely issue resolution.
- Provide executive communications, incident updates, and operational reporting.
- Support ITIL process compliance and continuous service improvement initiatives.
Required Skills
- 5-8 years of experience in ITSM, Service Delivery, or IT Operations.
- Strong expertise in Major Incident, Incident, Change, and Problem Management.
- ITIL Certification (Mandatory).
- Hands-on experience with ServiceNow, Ivanti, BMC Remedy, Jira Service Management, or similar tools.
- Strong stakeholder management, communication, reporting, and analytical skills.
- Experience supporting Healthcare organizations is required.
- Must be available to work during EST/ET business hours (8 AM - 5 PM EST/ET) and provide operational support as needed.
Nice to Have
- Power BI, Power Automate, and Excel Reporting.
- Exposure to multi-tower environments and service governance.
- ITIL Advanced, Agile, or AI certifications.