[Remote] Major Incident Manager (MIM)
Auto ImportNote: The job is a remote job and is open to candidates in USA. NTT DATA is a trusted global innovator of business and technology services, currently seeking a Major Incident Manager (MIM) to manage critical IT incidents impacting healthcare systems. This senior-level role involves leading incident responses, ensuring effective communication, and maintaining operational stability across healthcare facilities.
Responsibilities
- Lead and coordinate Priority 1 and Priority 2 major incidents impacting multiple facilities, systems, or clinical applications
- Facilitate incident bridge calls and war rooms, driving rapid resolution while prioritizing patient safety and business continuity
- Assess the impact of outages on clinical and business operations, including HER, imaging, network, and cloud environments
- Communicate incident status and recovery progress to executive leadership, technical teams, and business stakeholders
- Conduct post-incident reviews, root cause analysis, and corrective action tracking to prevent recurrence
- Collaborate with cross-functional teams, vendors, and managed service providers to restore services and improve operational resilience
- Monitor and analyze performance metrics, incident trends, and recurring issues to drive continuous improvement
- Leverage monitoring, alerting, and AIOps tools to support rapid detection and recovery of critical incidents
- Identify automation opportunities and optimize incident management processes aligned with ITIL, HIPAA, and organizational standards
- Maintain incident documentation, runbooks, and procedures to support effective enterprise-wide response
Skills
- 8+ years of progressive IT operations or enterprise support experience
- 5+ years in IT major incident management or IT service management, with specific experience in healthcare environments and enterprise operations centers
- 5+ years of experience & strong understanding of IT infrastructure
- 5+ years of technical experience in one or more of the following areas - Networking, Clinical Imaging devices and applications and EHR access fundamentals
- 5+ years of experience & strong understanding of HIPAA and HITECH compliance regarding protected health information (PHI)
- 5+ years proven track record in managing large-scale, network or operations center with complex operations
- 5+ years of in-depth knowledge of enterprise network architecture, data center operations, cloud environments, and relevant software/tools (e.g., ScienceLogic, Solar/Winds, SendWordNow, ServiceNow)
- Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is required
- MBA or a related Master's degree is highly preferred
- ITIL 4 Foundation or higher
- Experience with industry-standard monitoring and observability tools (e.g., ScienceLogic, SolarWinds)
Benefits
- This position is eligible for incentive compensation based on individual and/or company performance.
- Company benefits may include medical, dental, and vision insurance
- Flexible spending or health savings account
- Life, and AD&D insurance
- Short-and long-term disability coverage
- Paid time off
- Employee assistance
- Participation in a 401k program with company match
- Additional voluntary or legally required benefits
- Flex time will be offered to maintain 40 hour week
Company Overview