Major Incident Management (MIM) Advanced SME

Experteer Overview In this role you will lead the Major Incident Management process to ensure rapid restoration of healthcare IT services across military facilities. You will work within the GNOC to coordinate across IT teams, partners, and vendors, driving clear communication and thorough incident documentation. You will own end-to-end incident resolution, oversee post-incident analysis, and promote continual service improvement. This position supports 24/7 operations for critical health IT infrastructure and emphasizes collaboration, accountability, and data-driven performance. Compensation / Benefits * Lead and maintain the Major Incident Management process aligned with DHA objectives * Develop and execute a Continual Service Improvement Plan for MIM * Own end-to-end management of major incidents: accountability, tracking, documentation, and timely resolution * Oversee communications framework and ensure proactive, comprehensive incident communications * Define and update incident timelines; ensure accurate impact statements and critical contact listings * Integrate with Problem Management to initiate Problem Records after major incidents * Educate DHA IT teams on MIM processes, ServiceNow steps, and outage reporting requirements * Ensure post-incident reviews and analyses per outage reporting standards Tasks * Minimum 8 years with BS/BA; or 12 years with HS diploma * Ability to obtain a Public Trust clearance; US Citizenship * Familiar with Service Desk or IT support methodology * Able to work 24x7, on-call as required * ITIL4 Foundations certification or ability to obtain * Experience developing various reports and executive summaries * Experience training groups at various levels * Excellent interpersonal and communication skills * Knowledge of ITIL processes and incident tracking software * Proven problem coordination and root-cause determination skills * Specialized knowledge in infrastructure or application domains (e.g., Local MTF Networks, VPNs, Active Directory, End User Services, etc.) Key requirements * overtime * shift differential * discretionary bonus * Public Trust eligibility * 12/24x7 operations * healthcare IT focus

timelines; ensure accurate impact statements and critical contact listings * Integrate with Problem Management to initiate Problem Records after major incidents * Educate DHA IT teams on MIM processes, ServiceNow steps, and outage reporting requirements * Ensure post-incident reviews and analyses per outage reporting standards Tasks * Minimum 8 years with BS/BA; or 12 years with HS diploma * Ability to obtain a Public Trust clearance; US Citizenship * Familiar with Service Desk or IT support methodology * Able to work 24x7, on-call as required * ITIL4 Foundations certification or ability to obtain * Experience developing various reports and executive summaries * Experience training groups at various levels * Excellent interpersonal and communication skills * Knowledge of ITIL processes and incident tracking software * Proven problem coordination and root-cause determination skills * Specialized knowledge in infrastructure or application domains (e.g., Local MTF Networks, VPNs, Active Directory, End User Services, etc.) Key requirements * overtime * shift differential * discretionary bonus * Public Trust eligibility * 12/24x7 operations * healthcare IT focus