Major Incident Lead

Overview

We are seeking an experiencedMajor Incident Lead Site Reliabilityto join ourManagedServices team. This roleisresponsibleforleading the response to high-severity customer-impacting incidents across InterSystems managed services platforms. Acting as theIncident Commander the role ensures rapid service restoration clear and confident stakeholder communication and disciplined coordination across SRE engineeringsupportcloud and service delivery teams.

Operating within anSRE-aligned service modelthe Major Incident Lead focuses on protecting service reliability through the effective use ofservice level indicators and service levelobjectives prioritizing customer impact reduction over root cause analysis during live incidents. Beyond incident response the role drivespost-incident reviewsturning operational failures into measurable reliability improvements and reduced repeat incidents.

This position is critical tomaintainingcustomer trust platform resilience and operational excellencein a 24x7 mission-critical and highly regulated environment.

Key Responsibilities

• Leadend-to-end management of P1 and P2 major incidents affecting InterSystems managed services customers;Serve as the single point of coordination for major incidents
• Delivertimelyaccurateand audience-appropriate communications to customers partners internal leadership service delivery implementationsupportand customer success teams
• Manage executive-level updates during prolonged or high-risk incidents
• Lead post-incident reviews and root cause analysis (RCA)
• Ensure corrective and preventative actions are clearly definedownedand tracked; whileidentifyingtrends systemic risks and recuring issuesfor automation opportunities and improved tooling
• Contribute to continuous improvement of incident processestoolingand runbooks
• Ensure incidents are managed in line withcontractualSLAs and regulatory requirements;maintainaccurateincident documentation and audit-ready records
• Maintain and improve major incident playbooks and escalation paths;participatein on-call rotations and incident simulations
• Support customer service reviews and contractual discussions whenrequired

Experience/Qualification Required

• 5 years of experience leading major incidents in a managed services service delivery cloud or enterprise IT environment
• Strong understanding of SRE principles availability engineering operational resilience practices and ITIL Incident Problem and Change Management
• Experience operating in 24x7 mission-critical environments with incident and service management tools (ServiceNow Jira PagerDuty)
• Understanding of services related to cloud-native platforms (AWS Azure or GCP) observability solutions (Coralogix Grafana Prometheus CloudWatch Splunk)
• Strong understanding of data platform operations high availability and scaling in support of mission-critical systems such as InterSystems IRIS HealthShare Intellicare and Trakcare
• Ability to lead under pressure and make clear structured decisions; Reliability-first mindset
• Excellent verbal and written communication skills
• Strong stakeholder management including senior leadership and customers
• Bachelors or Masters degree in Computer Science Engineering or related technical field