Major Incident Lead

Overview

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

• 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

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