Job SummaryWhen critical systems go down, patient care is on the line-and that's where you come in.
As a Major Incident Manager, you'll be at the center of high-stakes situations, leading rapid response efforts to restore essential systems across a 24x7, world-class healthcare environment. You'll coordinate teams, drive action, and bring clarity to chaos-all while ensuring the highest standards of care and safety are maintained.
If you thrive under pressure, love solving complex problems, and want your work to truly matter, this role puts you right where you can make a difference.
What You'll Do
* 6A8 Lead the Response When It Matters Most**
* Take charge during major incidents, coordinating cross-functional teams to restore critical systems quickly and safely.
* Act as the central hub of communication, ensuring everyone-from engineers to leadership-stays informed and aligned.
** 552 Be Ready for Anything**
* Participate in a 24x7 on-call rotation-because healthcare never sleeps, and neither do critical systems.
* Step in confidently during high-impact situations and guide teams through resolution.
** 9E9 Bring Order to Complexity**
* Capture a clear, detailed timeline of events during each incident.
* Turn fast-moving situations into structured, accurate documentation once the dust settles.
** 4CA Turn Data into Insight**
* Track key metrics and define what success looks like for incident response.
* Produce KPIs and reports that help teams learn, improve, and respond even faster next time.
** 504 Make Good Systems Even Better**
* Identify opportunities to improve processes and prevent future incidents.
* Contribute to IT Service Management practices including Incident, Problem, and Request Management.
** 593 Share What You Know**
* Train and support teams across Information Systems on Major Incident processes.
* Help build a culture of readiness, accountability, and continuous learning.
What You Bring
* A calm, decisive mindset in high-pressure situations
* Strong communication skills-you can translate technical chaos into clear direction
* Experience with Major Incident Management, IT Operations, or ITSM frameworks (ITIL is a plus)
* A passion for continuous improvement and teamwork
* Willingness to jump into a 24x7 on-call rotation
Why This Role is Different
* Your work directly impacts patient safety and quality of care
* No two days are the same-you'll solve real problems in real time
* You'll collaborate with diverse teams across a complex, mission-driven organization
* You'll continuously learn, improve, and make systems stronger
Qualifications- BS/BA degree or equivalent combination of education/experience
- Can this role review and consider experience in lieu of a degree? Yes
- ITIL Certification(s) highly preferred
- A combination of education and experience may be substituted for requirements
- Minimum 5 years prior experience in a business, technical application analyst, or application development role
- Experience with ITSM processes including Incident Management.
- Experience as Major Incident manager preferred. Experience in a large enterprise Operations Command Center or NOC environment highly desirable.
Skills For Success
- Ability to organize and facilitate discussions with a large group of contributors during high impact incidents.
- Ability to multi-task, make sound judgments and prioritize activities in a fast-paced, high stress environment.
- Possess strong interpersonal skills to effectively communicate with cross functional teams including staff at all levels of the organization. Comfortable challenging information if the response does not fit the situation.
- Technical breadth to be able to ask the right questions, collect the responses and set actions based on information.
- Demonstrated analytical and reasoning skills to perform high level problem-solving.
- Excellent communication skills-verbal and written.
- Exceptional organizational skills.
- Ability to learn and develop quickly.
- Ability to successfully negotiate and collaborate with others of different skill sets, backgrounds and levels within and external to the organization.
Additional Job Details (if applicable)Working Model Required- M-F Eastern Business Hours Full Time required
- Hybrid model includes in person onsite work at MGB local sites, weekly or monthly, to be determined based on business needs
- Must be flexible for weekly or monthly in person stakeholder meetings, team meetings and internal customer needs
- On remote workdays, employees must use a stable, secure, and compliant workstation in a quiet environment. Teams video is required and must be accessed using MGB-provided equipment
Remote TypeHybrid
Work Location399 Revolution Drive
Scheduled Weekly Hours40
Employee TypeRegular
Work ShiftRotating (United States of America)
Pay Range$75,275.20 - $109,553.60/Annual
Grade6
At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.
