[Remote] Major Incident Manager (MIM)

Note: 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

  • NTT DATA provides broad range of IT services and solutions, including consulting, systems integration, and IT outsourcing. It is a sub-organization of NTT, Inc.. It was founded in 1988, and is headquartered in Koto, Tokyo, JPN, with a workforce of 10001+ employees. Its website is https://www.nttdata.com/jp/ja/.

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