Note: The job is a remote job and is open to candidates in USA. iCallidus, Inc. is an IT solutions company focused on cybersecurity, digital modernization, transformation, and strategic management. The IT Operations Incident Manager will support the Department of Veterans Affairs’ Electronic Health Record Modernization initiative during deployment and cutover by monitoring operations, coordinating incident response, maintaining real-time status reporting, and communicating with stakeholders. The role also supports go/no-go decisions, post-deployment reviews, root cause analyses, and process improvement.
Responsibilities
- Serve as a central point of contact in the EHRM Command Center during cutover and go-live periods to monitor operational status, triage incidents, and coordinate response efforts
- Manage, log, and track incidents and issues during deployment activities in alignment with escalation protocols
- Ensure timely notification and communication of incidents to the appropriate VA, contractor, and vendor stakeholders
- Maintain situational awareness dashboards, action logs, issue trackers, and operational status summaries in real-time
- Coordinate across technical and clinical teams to ensure rapid response, remediation, and closure of incidents impacting the EHR deployment or system functionality
- Support Go/No-Go decision processes with timely and accurate updates on system readiness, unresolved issues, and site-specific risk factors
- Facilitate daily operational briefs and shift turnover documentation during Command Center operations
- Contribute to post-deployment reviews, root cause analyses, and lessons learned documentation to support process improvement and future deployments
- Ensure accurate documentation and archival of all cutover and incident management communications and reports
- Incident Tracking Logs will be maintained to document and monitor all reported issues and incidents
- Operational Status Dashboards will be developed to provide real-time visibility into system performance and key metrics
- Daily Command Center Briefings will be conducted to communicate critical updates, coordinate responses, and ensure situational awareness
- Post-Incident Reports and Root Cause Analyses will be prepared to evaluate incidents, determine underlying causes, and recommend corrective actions
- Lessons Learned Documentation will be compiled to capture key takeaways and improve future incident response and operational readiness
Skills
- * Bachelor's degree in Information Technology, Healthcare Informatics, or related discipline
- * Minimum of 5 years' experience in IT operations, incident management, command center operations, or enterprise system go-live support
- * Familiarity with EHR systems and clinical support environments; experience with Oracle Health (Cerner) a plus
- * Strong analytical, organizational, and communication skills with demonstrated ability to coordinate cross-functional response teams under time-sensitive conditions
- * Proficient in collaboration and reporting tools such as Microsoft Teams, ServiceNow, SharePoint, and Excel
- * Experience in high-stakes environments such as military, federal healthcare, or enterprise IT deployments
- Must be eligible to obtain and maintain Tier 2 Moderate Risk (MBI) clearance
- * Experience with Department of Veterans Affairs or Department of Defense health IT projects
- * ITIL, HDI, or incident management certifications
- * Understanding of healthcare operations, workflows, and change management principles
Benefits
- Medical
- Vision
- Dental
- 401(K)
- Short Term Disability
- Standard Basic Life Insurance
- PTO
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