Ohm Systems, Inc

Lead major incident response, drive operational governance, and improve service reliability and readiness. | 5+ years incident management or IT operations experience with strong ITIL knowledge and executive communication skills. | Position Summary • The Manager, Incident Management & Operational Readiness is responsible for leading the end-to-end operational response and service stability framework across the Reliability Engineering & Operations organization. • This role drives major incident execution, executive communications, and operational governance while advancing service maturity, reliability, and readiness. • As the central point of coordination during critical service events, this leader ensures rapid restoration, transparent stakeholder communication, and disciplined root cause management. • The role also partners closely with SRE, Production Support, and Service Delivery teams to strengthen operational processes, improve service performance, and reduce recurring incidents. Role Major Incident Leadership • Lead and coordinate Major Incident (Sev1/Sev2) response, including command of incident bridge calls and cross-team mobilization. • Drive timely service restoration with a bias toward action and clear accountability. • Ensure proper escalation, communication flow, and stakeholder alignment during high-impact events. Executive & Stakeholder Communications • Deliver clear, concise, and timely updates to executive leadership and business stakeholders. • Develop and standardize communication templates and reporting practices across incident lifecycles. • Serve as the primary operational communications lead during critical incidents and service disruptions. Incident & Problem Management Governance • Establish, govern, and continuously improve Incident, Problem, and Request Management processes aligned to ITIL principles. • Facilitate governance forums including Incident Reviews, Problem Review Board (PRB), and RCA sessions. • Ensure adherence to service management standards, SLAs, and operational policies. Root Cause Analysis (RCA) & Problem Management • Lead post-incident reviews and enforce high-quality root cause analysis practices. • Track corrective and preventive actions through closure with clear ownership and accountability. • Analyze trends to proactively identify systemic issues and eliminate recurring incident patterns. Operational Readiness & Service Excellence • Partner with SRE and Production Support Engineering to improve operational maturity and resilience. • Drive runbook development, operational preparedness, and readiness reviews for new and existing services. • Conduct workshops to reinforce process understanding, SLA accountability, and operational consistency. Metrics, Reporting & Continuous Improvement • Develop and maintain dashboards tracking MTTR, incident volume, SLA compliance, and operational KPIs. • Compile, analyze, and present service performance metrics to leadership and stakeholders. • Identify process gaps and lead continuous improvement initiatives to enhance service reliability and efficiency. Service Delivery & Process Oversight • Monitor incident, problem, change, and request lifecycle metrics (including aging and SLA adherence). • Collaborate with Service Delivery Managers to ensure accurate SLA reporting and proactive performance management. • Act as a subject matter expert for service management processes, tools, and standards. Success Measures • Measurable reduction in MTTR and improved service restoration outcomes. • 100% completion and quality compliance of Sev1/Sev2 RCAs. • Reduction in repeat incidents and improved problem resolution effectiveness. • Increased stakeholder satisfaction with incident handling and communication. • Demonstrated improvement in SLA compliance and operational maturity. Required Qualifications • 5+ years of experience in Incident Management, IT Operations, Service Management, or related discipline. • Proven experience leading major incident response and facilitating executive-level communications. • Strong working knowledge of ITIL (v4 preferred) frameworks and service management processes. • Hands-on experience with ServiceNow (incident, problem, and reporting modules). • Experience with operational metrics, reporting, and data analysis (SQL/reporting tools preferred). Technical & Professional Skills • Strong understanding of Incident, Problem, Change, and SLA Management practices. • Advanced reporting and analytical skills with the ability to interpret operational data and trends. • Proficiency with Microsoft Office Suite (Excel, PowerPoint, Word) and reporting tools. • Ability to develop, document, and standardize processes and procedures. • Solid understanding of service delivery models and customer support operations. Leadership Characteristics • Calm, decisive, and highly effective under pressure. • Strong facilitator with executive presence and the ability to influence across all levels. • Ownership mindset with a bias toward action and results. • Customer-focused with a strong commitment to service excellence. • Continuous improvement mindset with the ability to identify and drive meaningful change. Additional Expectations • Applies independent judgment and decision-making in high-impact operational scenarios. • Identifies process gaps and drives solutions to moderately complex operational challenges. • Participates in and leads process improvement initiatives and operational projects. • Builds strong partnerships across engineering, operations, and business teams. • Acts as a trusted advisor on service management practices and operational readiness.

Develop and maintain data processing software, capture requirements, develop databases, maintain data pipelines, and document data processes. | 5+ years of data analysis and engineering experience including data schema development, data migration, and mandatory Maximo and/or SAP experience. | Job Description • The contractor team will bring senior-level knowledge of data development and data systems engineering. • A Data Analyst/Engineer, or Data Systems Engineer, is responsible for developing and maintaining data processing software responsible for requirement capture, database development, data documentation, and the development and maintenance of data processing pipelines. Documentation is a key consideration, as is experience with coding (e.g., SQL, Python, PowerShell) and other tools for performing data migration (e.g., extract, transform, and load tools, ArcGIS Data Interoperability, SQL Server Integration Services, and other tools such as open source). • The Data Engineer must have 5 years experience with data analysis and engineering activities, including data schema development and data migration activities. • MUST have Maximo and/or SAP experience.

Design end-to-end technical architecture for PACS migration ensuring scalability, interoperability, and compliance across ministries. | 10+ years in healthcare solution architecture with 5+ years in PACS/VNA, deep knowledge of imaging standards, and TOGAF or equivalent certification preferred. | Summary Designs end-to-end technical architecture for PACS migration, ensuring scalability, interoperability, and compliance. Key Responsibilities Develop architecture blueprints for Radiology and Cardiology PACS across ministries. Ensure integration with EMR/EHR, VNA, and ancillary imaging systems. Define infrastructure, storage, and network specifications for optimal image performance. Collaborate with workflow/business analysts to align technical solutions with clinical processes. Review vendor solutions and oversee technical validation. Experience & Skills 10+ years in healthcare solution architecture, with at least 5 years in PACS/VNA. Deep knowledge of DICOM, HL7, IHE profiles, and imaging standards. Experience with multi-ministry, multi-vendor environments. TOGAF or equivalent certification preferred.