Major Incident Commander

Seeking a Major Incident Commander
Contract to Hire
Location: Remote with quarterly travel.
Hours: 6 hires for 2:00pm-10:00pm, 2 hires for 8:00am-5:00pm Central. Must have flexibility to work extended or off-hours during incidents as required. In the event of an extended shift, the intention is to adjust hours to keep it as close to 40 as possible, but depending on the situation may be required to work overtime.
Top 3 Priorities for this role:
1. Stakeholder Communication and personality fit
2. Technical Depth (infrastructure centric)
3. Relevant Senior Level Leadership Experience - not just years of experience but depth of what candidate has actually done in career
Position Summary
The Major Incident Manager (MIM) for a Healthcare IT Enterprise Operations Center (EOC) is a high-impact leadership role responsible for the end-to-end management of critical IT service disruptions that alect patient care, clinical workflows, and hospital operations. This is Senior level, decision authority role within Core Tech, responsible for leading enterprise-level, Tier 1 incidents across the healthcare environment. This role goes beyond traditional incident coordination and requires command authority, strong executive communication, and deep understanding of healthcare IT operations, including infrastructure, networking, clinical imaging, and EHR access. This role exists because the current incident model is not meeting enterprise needs and requires experienced leadership to reset and stabilize Tier 1 incident response across multiple facilities. This role is accountable for incident outcomes, not coordination alone. Candidates should be vetted for sound judgement, executive level communication and styles, and ability to lead people.
Role Summary
The Major Incident Manager acts as the "Incident Commander," (single point of command) driving the swift restoration of critical healthcare services (e.g., EHR access, diagnostic imaging, and network connectivity) while maintaining transparent communication with executive leadership and clinical stakeholders. This role is responsible for incident outcomes, not just processes.
Key Responsibilities
Incident Command & Coordination:
Lead the Major Incident Bridge by facilitating 24/7 technical bridge calls and "war rooms" to triage and resolve Priority 1 (P1) and Priority 2 (P2) incidents impacting multiple health ministries or systems.
MIM impact to multiple facilities, wider user impacts, or multiple technology failures.
Lead real-time decision-making under pressure, balancing technical recovery with patient-safety and clinical impact.
Resources will not typically be responsible for concurrent major incident ownership
Clinical Impact Assessment:
Quickly evaluate the scope of technical outages to determine their impact on patient safety and critical business applications.
Outages may impact EHR systems, Clinical Imaging, Network dependencies, as examples.
Identify trends, anomalies, and recurring failure patterns
Stakeholder Communication:
Issue regular, clear updates to Senior leadership (CIO/CTO) and Service Portfolio leads using pre-defined communication templates and protocols.
Maintain confidence and calm in high-pressure situations with Senior leaders and clinical partners.
Post-Incident Management:
Own and facilitate after action reports and Post-Incident Reviews (PIR) within 48 hours to identify root causes and drive preventive actions.
Conduct root cause discussions and ensure corrective actions are identified and tracked.
Communication and stakeholder management are the number-one success factor for this role and is treated as top priority for candidate review.
Process Improvement:
Own and continuously optimize the enterprise incident management process in alignment with ITIL best practices and healthcare regulatory requirements.
Vendor & Matrix Management:
Coordinate with third-party vendors and internal cross-functional teams (Network, Security, Clinical Apps) to ensure rapid service recovery.
Monitoring and Alerting:
Utilize AIOps, triaging and monitoring tools, dashboards, and alerting systems across onpremise and cloud environments (e.g. SolarWinds, NetPath, ScienceLogic) to assist with MTTD and MTTR.
Incident Response:
Serve as an escalation point for complex operational incidents, guiding technical teams to swift and effective resolution for critical monitoring issues.
Performance Optimization:
Analyze monitoring data and performance metrics (MTTD, MTTA, MTTR, Incident Recurrence Rate, SLA Compliance) to identify trends, anomalies, and potential issues, providing recommendations for improvement and capacity planning.
Automation:
Identify and implement automation opportunities for major incident management and routine tasks to reduce manual workload and improve efficiency.
Collaboration and Documentation:
Collaborate with cross-functional teams (Application, Network, Security, Cloud Enablement, Managed Service Provider, etc.) to maintain Major Incident Management comprehensive documentation, including standard operating procedures (SOPs) and runbooks.
Problem Management:
Participate in root cause analysis (RCA) and post-incident reviews to prevent recurring issues and drive long-term solutions.
Compliance and Security:
Ensure MIB processes comply with organizational security standards and regulatory requirements (e.g., SOC, HIPAA).
Qualifications and Skills
8+ years of progressive IT operations or enterprise support experience.
5-7+ years in IT major incident management or IT service management, with specific experience in healthcare environments and enterprise operations centers.
Strong understanding of IT infrastructure, 5-7 years of technical experience in one or more of the following areas - Networking, Clinical Imaging devices and applications and HER access fundamentals. Infrastructure experience is non-negotiable; candidates that worked MIMs without background in infrastructure will not be a fit. For example: prior Epic-only or application-only backgrounds without infrastructure experience will not meet requirements.
Strong understanding of HIPAA and HITECH compliance regarding protected health information (PHI).
Proven track record in managing large-scale, network or operations center with complex operations.
In-depth knowledge of enterprise network architecture, data center operations, cloud environments, and relevant software/tools (e.g., ScienceLogic, Solar/Winds, SendWordNow, ServiceNow).
Soft skills
Excellent crisis leadership and decision-making abilities under pressure.
Strong analytical mindset with the ability to interpret complex data and performance metrics to drive strategic decisions.
Exceptional communication and interpersonal skills, capable of effective collaboration with stakeholders at all organizational levels.
Strong problem-solving and organizational skills, with a focus on details and time management.
Education and Certifications: A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is required; an MBA or a related Master's degree is highly preferred.
Preferred Qualifications and Certifications: ITIL 4 Foundation or higher. Experience with industry-standard monitoring and observability tools (e.g., ScienceLogic, SolarWinds).
Work Environment
Dynamic and collaborative work environment.
May require off-hours work or participation in an on-call rotation to support operations.
Travel requirements may include quarterly onsite business meetings and occasional travel abroad for vendor relationship management.
This role often operates in a dynamic, fast-paced, remote operations center and may require working irregular hours, including nights, weekends, and holidays, to help manage critical incidents and service delivery escalations.
Skills
Stakeholder Communication, Infrastructure, Healthcare, EHR, Major Incident Management, Leadership
Education and Certifications: A Bachelor's degree in Business Administration, Information Technology, Computer Science, or a related field is required; an MBA or a related Master's degree is highly preferred.
Preferred Qualifications and Certifications: ITIL 4 Foundation or higher. Experience with industry-standard monitoring and observability tools (e.g., ScienceLogic, SolarWinds).
Job Type & Location
This is a Contract position based out of St. Louis, MO.
Pay and Benefits
The pay range for this position is $80.00 - $95.00/hr.
Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include the following:
Medical, dental & vision
Critical Illness, Accident, and Hospital
401(k) Retirement Plan - Pre-tax and Roth post-tax contributions available
Life Insurance (Voluntary Life & AD&D for the employee and dependents)
Short and long-term disability
Health Spending Account (HSA)
Transportation benefits
Employee Assistance Program
Time Off/Leave (PTO, Vacation or Sick Leave)
Workplace Type
This is a fully remote position.
Application Deadline
This position is anticipated to close on Apr 29, 2026.
>About TEKsystems:
We're partners in transformation. We help clients activate ideas and solutions to take advantage of a new world of opportunity. We are a team of 80,000 strong, working with over 6,000 clients, including 80% of the Fortune 500, across North America, Europe and Asia. As an industry leader in Full-Stack Technology Services, Talent Services, and real-world application, we work with progressive leaders to drive change. That's the power of true partnership. TEKsystems is an Allegis Group company.

The company is an equal opportunity employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.

About TEKsystems and TEKsystems Global Services

We're a leading provider of business and technology services. We accelerate business transformation for our customers. Our expertise in strategy, design, execution and operations unlocks business value through a range of solutions. We're a team of 80,000 strong, working with over 6,000 customers, including 80% of the Fortune 500 across North America, Europe and Asia, who partner with us for our scale, full-stack capabilities and speed. We're strategic thinkers, hands-on collaborators, helping customers capitalize on change and master the momentum of technology. We're building tomorrow by delivering business outcomes and making positive impacts in our global communities. TEKsystems and TEKsystems Global Services are Allegis Group companies. Learn more at TEKsystems.com.

The company is an equal opportunity employer and will consider all applications without regard to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law.