Senior System Administrator

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.