Major Incident Analyst II
Share
Job Location:
Somerville, NJ - USA
Monthly Salary:
$ 75275 - 109553
Posted on:
8 days ago
Vacancies:
1 Vacancy
Job Summary
Mass General Brigham relies on a wide range of professionals including doctors nurses business people tech experts researchers and systems analysts to advance our mission. As a not-for-profit we support patient care research teaching and community service striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
Job Summary
When critical systems go down patient care is on the lineand thats where you come in.As a Major Incident Manager youll be at the center of high-stakes situations leading rapid response efforts to restore essential systems across a 24x7 world-class healthcare environment. Youll coordinate teams drive action and bring clarity to chaosall 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 Youll Do**
** 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 everyonefrom engineers to leadershipstays informed and aligned.
** Be Ready for Anything**
* Participate in a 24x7 on-call rotationbecause healthcare never sleeps and neither do critical systems.
* Step in confidently during high-impact situations and guide teams through resolution.
** 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.
** 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.
** 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.
** 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 skillsyou 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 sameyoull solve real problems in real time
* Youll collaborate with diverse teams across a complex mission-driven organization
* Youll continuously learn improve and make systems stronger
---
### **How We Work**
Were guided by values that shape everything we do: putting patients first acting with integrity embracing innovation and supporting one another through teamwork inclusion and continuous growth.
---
Qualifications
Education
BS/BA degree or equivalent combination of education/experience
Can this role accept experience in lieu of a degree
Yes
Licenses and Credentials
ITIL Certification(s) a plus A combination of education and experience may be substituted for requirements
Experience
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.
Knowledge Skills and AbilitiesAbility 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 skillsverbal and written.
Strong 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)
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 Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$75275.20 - $109553.60/AnnualGrade
6EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham our competency framework defines what effective leadership looks like by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance make hiring decisions identify development needs mobilize employees across our system and establish a strong talent pipeline.
Required Experience:
IC
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
