Senior System Administrator

Job Summary

Looking for a Major Incident Manager with 5-8 years of experience in Healthcare IT operations to manage critical incidents, drive ITSM governance, ensure SLA compliance, and coordinate service restoration in a 24x7 support environment.

Key Responsibilities

• Lead Major Incident, Incident, Change, Problem, and Service Request Management activities.
• Drive SLA adherence, ticket governance, escalation management, and service performance.
• Coordinate with technical teams, service desk, and business stakeholders for timely issue resolution.
• Provide executive communications, incident updates, and operational reporting.
• Support ITIL process compliance and continuous service improvement initiatives.

Required Skills

• 5-8 years of experience in ITSM, Service Delivery, or IT Operations.
• Strong expertise in Major Incident, Incident, Change, and Problem Management.
• ITIL Certification (Mandatory).
• Hands-on experience with ServiceNow, Ivanti, BMC Remedy, Jira Service Management, or similar tools.
• Strong stakeholder management, communication, reporting, and analytical skills.
• Experience supporting Healthcare organizations is required.
• Must be available to work during EST/ET business hours (8 AM - 5 PM EST/ET) and provide operational support as needed.

Nice to Have

• Power BI, Power Automate, and Excel Reporting.
• Exposure to multi-tower environments and service governance.
• ITIL Advanced, Agile, or AI certifications.