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Major Critical Incident Manager

Location:  Park West 
Requisition #:  44069


Children's Healthcare of Atlanta is hiring a Major Critical Incident Manager to join our permanent team.  The Major Critical Incident Manager's primary role is to lead and manage the resolution of IT major incidents in an efficient and timely manner to minimize the impact to Children’s Healthcare of Atlanta. The Major Critical Incident Manager is also responsible for reviewing events and, through analysis, finding opportunities to share opportunities for improvements and more proactive intervention with leaders.  The position is a very high profile role in the IS&T organization, engaging with a diverse group of IT teams and providers leadership and consultation to help ensure timely service restoration and business continuance.

  • Bachelor’s degree in information systems or related field, or at least seven years' equivalent related experience will replace degree requirement
  • No professional certifications required
  • Applications or an infrastructure background with service management experience
  • A minimum of 3 years’ experience in leadership or project management
  • At least five years’ experience in a technical support position supporting servers, network, and a data center environment
  • At least five years’ experience with Cisco networking devices and protocols
  • Experience supporting  Windows, Unix, VMWare, and EMC Storage a plus
  • Minimum five years technical experience within IT, as well as in-depth knowledge of incident management, problem management and other service management processes
  • NA
  • Demonstrated understanding of LAN/WAN, TCP/IP, SNMP, & DNS
  • Demonstrated ability to read situations quickly, identify resources needed, plan crisis response, deploy necessary resources, and keep others informed, as needed
  • Demonstrated ability to lead and motivate team members who are not direct reports
  • The ability to perform in a high pressure environment, encouraging tough debate but having the courage to move on when necessary
  • Lead and facilitate critical support of situations, even when senior stakeholders are involved
  • Proficient with Visio, Excel, and Word, including strong documentation skills
  • ITIL V3  knowledge a plus
  • Superior customer service skills
  • Excellent verbal communication
  • Ability to work in a self-directed manner
  • Demonstrate well-developed organizational, written communication, and analytical skills
  • Strong interpersonal skills to interact positively and productively with teams across organizational lines, including administrative, executive staff, and patient care systems users
  • Ability to be on a  24x7 on-call rotation
  1. Manages all major incidents and establish technical and management bridges as required.
  2. Assists with non-major-incidents upon request from IT service managers or Service Desk to be raised as major incident and ensure the participation of required technical resources and senior management in technical bridges.
  3. Establishes and maintains customer updates during the incident according to defined channels, as well as be responsible for provider management communications via mobile messaging and email.
  4. Ensures good, consistent quality updates are maintained, and creates a Major Incident record in ITSM tool; updates and maintains quality of the data in the record.
  5. Gathers appropriate resources (management and technical), and if applicable customer representatives and subject matter experts, into the Major Incident Management team.
  6. Builds strong linkages with all core ITIL processes as part of the end-to-end process (e.g Problem Management).
  7. Responsible for event-related analytics and providing leadership focus areas for improvement and prioritization recommendations.
  8. Supports multiple technical teams in 24 x 7 environment.
  9. Works varied shift schedules that may include day or evening hours.
  10. Performs other duties as assigned.

Safety: Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system.


Compliance: Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office.


The above statements are intended to describe the general nature and level of work performed by people assigned to this classification.  They are not intended to be an exhaustive list of all job duties performed by the personnel so classified.

Ability to lift up to 40 lbs independently and greater than 40 lbs with assistance
Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time)
Climbing - Not Present
Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required.
Lifting - Occasionally (activity or condition exists up to 1/3 of time)
Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time)
Standing - Occasionally (activity or condition exists up to 1/3 of time)
Sitting - Frequently (activity or condition exists from 1/3 to 2/3 of time)
Walking - Occasionally (activity or condition exists up to 1/3 of time)
No potential for exposure to blood and body fluids


About Us:

Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow.

With 3 hospitals, 27 neighborhood locations and a total of 638 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 70 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report.

Children’s has been ranked on Fortune magazine’s list of “100 Best Companies to Work For” for fourteen consecutive years and named one of the “100 Best Companies” by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. 

Have questions about the recruitment process?  Check out What to Expect.

Address:  2800 Century Pkwy NE, Atlanta, GA  30345
Function:  Information Technology - Solution Center/Field Svcs

Nearest Major Market: Atlanta

Job Segment: Information Systems, Patient Care, Manager, Pediatric, Cisco, Technology, Healthcare, Management