OverviewWe are seeking an experienced Major Incident Lead – Site Reliability to join our Managed Services team. This role is responsible for leading the response to high-severity, customer-impacting incidents across InterSystems' managed services platforms. Acting as the Incident Commander, the role ensures rapid service restoration, clear and confident stakeholder communication, and disciplined coordination across SRE, engineering, support, cloud, and service delivery teams. Operating within an SRE-aligned service model, the Major Incident Lead focuses on protecting service reliability through the effective use of service level indicators and service level objectives, prioritizing customer impact reduction over root cause analysis during live incidents. Beyond incident response, the role drives post-incident reviews, turning operational failures into measurable reliability improvements and reduced repeat incidents. This position is critical to maintaining customer trust, platform resilience, and operational excellence in a 24x7, mission-critical, and highly regulated environment. Key ResponsibilitiesLead end-to-end management of P1 and P2 major incidents affecting InterSystems managed services customers; Serve as the single point of coordination for major incidentsDeliver timely, accurate and audience-appropriate communications to customers, partners, internal leadership, service delivery, implementation, support and customer success teamsManage executive-level updates during prolonged or high-risk incidentsLead 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 toolingContribute to continuous improvement of incident processes, tooling and runbooksEnsure incidents are managed in line with contractual SLAs and regulatory requirements; maintain accurate incident documentation and audit-ready recordsMaintain and improve major incident playbooks and escalation paths; participate in on-call rotations and incident simulationsSupport customer service reviews and contractual discussions when requiredExperience/Qualification Required5+ years of experience leading major incidents in a managed services, service delivery, cloud or enterprise IT environmentStrong understanding of SRE principles, availability engineering, operational resilience practices and ITIL Incident, Problem, and Change ManagementExperience 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 TrakcareAbility to lead under pressure and make clear, structured decisions; Reliability-first mindsetExcellent verbal and written communication skillsStrong stakeholder management, including senior leadership and customersBachelors or Masters degree in Computer Science, Engineering or related technical field
About InterSystemsInterSystems, a creative data technology provider, delivers a unified foundation for next-generation applications for healthcare, finance, manufacturing, and supply chain customers in more than 80 countries. Our data platforms solve interoperability, speed, and scalability problems for large organizations around the globe to unlock the power of data and allow people to perceive data in imaginative ways. Established in 1978, InterSystems is committed to excellence through its 24×7 support for customers and partners around the world. Privately held and headquartered in Boston, Massachusetts, InterSystems has 38 offices in 28 countries worldwide. For more information, please visit