Major Incident Manager (MIM)

Serving as the organization's Incident Commander , this individual leads the response to high-severity incidents, drives rapid service restoration, and serves as the primary decision-maker during major outages. 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).

NTT DATA currently seeks a Major Incident Manager (MIM), to join our team in this 100% remote role. (Up to 25% weekend work, may vary with incident type. Flex time will be offered to maintain 40 hour week)

Summary:
The Major Incident Manager (MIM) is a senior-level leadership role responsible for managing critical IT incidents that impact patient care, clinical operations, and enterprise healthcare systems. Serving as the organization's Incident Commander, this individual leads the response to high-severity incidents, drives rapid service restoration, and serves as the primary decision-maker during major outages. The role requires exceptional judgment, executive-level communication, and expertise in healthcare IT environments, including infrastructure, networks, clinical applications, imaging systems, and EHR platforms.
 
This position is accountable for incident outcomes, ensuring effective resolution, stakeholder communication, and operational stability across multiple healthcare facilities and systems.


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.

 
Required:

• 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).
   

Preferred:

• 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).

 
Education:

• Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is required

NTT DATA provides a reasonable range of compensation for specific roles. The starting hourly range for this remote role is ($82.00-$87.00). This range reflects the minimum and maximum target compensation for the position across all US locations. Actual compensation will depend on a number of factors, including the candidate's actual work location, relevant experience, technical skills, and other qualifications.

This position may also be eligible for incentive compensation based on individual and/or company performance.

This position is eligible for company benefits that will depend on the nature of the role offered. 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, and additional voluntary or legally required benefits 
 
About NTT DATA:
NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize, and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo. Visit us at us.nttdata.com.

NTT DATA is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

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