Major Incident Lead
Boston, MAFull-TimeLeadOther
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.
- InterSystems is providing a current good faith estimate of the anticipated base salary range for this position depending on a variety of factors including experience, education, skills, and performance.
- Other compensation may include a discretionary annual variable target incentive.
- The company also provides generous employee benefits including:
- Medical, vision, and dental insurance
- Short-term and long-term disability, and life insurance
- 401(k) Profit Sharing Contribution
- Paid Time Off and Holidays
- Parental Leave
- Tuition reimbursement
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