Sustainment Incident & Reliability Lead - EHR

Type of Requisition:

Clearance Level Must Currently Possess:

Clearance Level Must Be Able to Obtain:

Public Trust/Other Required:

Job Family:

Job Qualifications:

Skills:

Certifications:

Experience:

US Citizenship Required:

Job Description:

GDIT has been supporting the IHS mission for 20+ years; working with the agency to provide integral services to raise health access and availability to 2.6 million American Indians and Alaska Natives. You'll be part of modernizing the EHR platform to enable better data access, patient experience, and quality of care for 567 tribes, 37 states and over 600 medical facilities.

Our work depends on an Incident & Reliability Lead joining our team to support the Indian Health Service (IHS) Electronic Health Records Modernization (EHRM) program. As the Incident & Reliability Lead supporting the IHS EHRM program, you will be accountable for ensuring the effective and efficient management of incidents, service requests, and major incident response while ensuring SLA adherence and system availability. You will drive cross-team coordination, oversee service management tools and process, and lead continuous improvement and client engagement efforts.

This position is fully remote, US based. This role requires you to obtain and maintain an in-depth Public Trust Level 5. This investigation will review personal and criminal behavior, financial conduct, foreign influence, as well as other adjudications.

HOW AN INCIDENT & RELABILITY LEAD WILL MAKE AN IMPACT:

• Proactively oversee and manage incidents and service requests, ensuring timely response and effective resolutions that minimize service disruptions and enhance end-user satisfaction.

• Work closely with Team GDIT Delivery leads and pillars in Sustianmet on overlapping tasks and consulting on efficiencies in processes

• Develop and manage KPIs with all EHRM products and vendors to ensure continuity of system

• Oversee and refine service management tools and methodologies to ensure they are optimized for tracking and managing incidents, requests, and other operational tasks.

• Implement strategies and tools to enhance system availability and reliability, mitigating risks and preventing critical failures that could impact the program.

• Rigorously monitor and enforce compliance with Service Level Agreements (SLAs) to ensure consistent, high-quality service delivery that aligns with client expectations and program requirements.

• Identify areas for process optimization and implement effective solutions to enhance operational efficiency, system performance, and incident response capabilities.

• Coordinate communication and collaboration across internal, client teams and subcontractor partners effectively

• Ensures appropriate tasks and contractual requirements are completed on schedule

• Serve in a consultative capacity to the Client and partners as a subject matter expert for Incident Management

• Perform administrative and analytical tasks in support of contract program, as needed

• Compile and/or contribute to Weekly Status Meeting Minutes, Monthly Progress Reports, and Monthly Financial Reports on behalf of your function, as needed

• Ability to manage and/or mentor others in technical roles

REQUIRED QUALIFICATIONS AND EXPERIENCE:

• Bachelor’s degree or equivalent combination of education and experience.

• 8+ years of experience - MUST have worked in and/or managed the day-to-day operations of tasks in assigned program/project area including technical work, staff supervision, and incident management processes and procedures

• Experience managing and/or participating in major incident response

• Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio.

• Experience with Oracle Health and EHR.

• Must be able to obtain and maintain a Public Trust Level 5 clearance. This includes background verifications and fingerprinting.

• Ability to travel up to 25% of the year, if needed.

DESIRED QUALIFICATIONS AND EXPERIENCE:

• Ability to manage work in a variety of systems, including ITSM ticketing software

• Preferred experience with Service Now, Oracle Remedy, and paging functionality

• Experience proposing and executing operational improvements to existing projects/programs

• Task management experience and/or skills.

• Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance.

• Ability to communicate and interact effectively with internal/external teams including key partners and leaders

• Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions.

• Ability to produce high-quality documentation that contributes to the overall success of our program.

GDIT IS YOUR PLACE:

• Full-flex work week to own your priorities at work and at home.

• 401K with company match.

• Comprehensive health and wellness packages.

• Internal mobility team dedicated to helping you own your career.

• Professional growth opportunities including paid education and certifications.

• Cutting-edge technology you can learn from.

• Rest and recharge with paid vacation and holidays.

Scheduled Weekly Hours:

Travel Required:

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Total Rewards at GDIT:

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