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Major Incident Lead - Site Reliability

InterSystemsBoston, MA
On-site Full-time $87K/yr - $116K/yr

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Experience Level

Manager

Qualifications

To succeed in this role, you should possess: 5+ years of experience in managing major incidents within a managed services or service delivery environment. Proven expertise in leading high-severity incidents, with a track record of successful incident management and resolution. Exceptional communication skills, with the ability to deliver timely updates to various stakeholders, including executive leadership. Strong analytical skills to identify trends, systemic risks, and opportunities for automation. A commitment to continuous improvement in incident processes, tools, and documentation.

About the job

Join our dynamic Managed Services team as a Major Incident Lead – Site Reliability. In this pivotal role, you will spearhead the management of high-severity incidents that impact our customers across InterSystems' managed services platforms. As the Incident Commander, you will be responsible for ensuring swift service restoration, effective communication with stakeholders, and coordinated efforts across Site Reliability Engineering (SRE), engineering, support, cloud, and service delivery teams.

Working within a SRE-aligned service model, your primary focus will be on preserving service reliability by utilizing service level indicators and objectives. You will prioritize minimizing customer impact over root cause analysis during live incidents. In addition to incident management, you will lead post-incident reviews, transforming operational setbacks into quantifiable reliability enhancements and preventing future occurrences.

This role is essential for upholding customer trust, platform resilience, and operational excellence in a 24/7, mission-critical, and highly regulated environment.

About InterSystems

InterSystems is a global leader in software technology for health, business, and government. Our commitment to innovation and excellence drives our mission to ensure the reliability and performance of our managed services platforms.

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