Major Incident Lead

We are seeking an experienced Major Incident Lead Site Reliability to join our Managed Services team. This role is responsible for leading the response to high-severity customer-impacting incidents across InterSystems managed services platforms. Acting as the Incident Commander the role ensures rapid service restoration clear and confident stakeholder communication and disciplined coordination across SRE engineering support cloud and service delivery teams.

Operating within an SRE-aligned service model the Major Incident Lead focuses on protecting service reliability through the effective use of service level indicators and service level objectives prioritizing customer impact reduction over root cause analysis during live incidents. Beyond incident response the role drives post-incident reviews turning operational failures into measurable reliability improvements and reduced repeat incidents.

This position is critical to maintaining customer trust platform resilience and operational excellence in a 24x7 mission-critical and highly regulated environment.

Key Responsibilities

Major Incident Management

• Lead end-to-end management of P1 and P2 major incidents affecting InterSystems managed services customers; Serve as the single point of coordination for major incidents
• Deliver timely accurate and audience-appropriate communications to customers partners internal leadership service delivery implementation support and 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 defined owned and tracked; while identifying trends systemic risks and recuring issues for automation opportunities and improved tooling
• Contribute to continuous improvement of incident processes tooling and runbooks
• Ensure incidents are managed in line with contractual SLAs and regulatory requirements; maintain accurate incident documentation and audit-ready records
• Maintain and improve major incident playbooks and escalation paths; participate in on-call rotations and incident simulations
• Support customer service reviews and contractual discussions when required

Qualifications

• 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

We are an equal-opportunity employer and do not discriminate because of race color religion sex national origin ancestry marital status veteran status age disability sexual orientation or gender identity or expression or any other legally protected category. InterSystems is an E-Verify Employer in the United States.