Major Incident Manager

Job Title

Job Description

548778 Major Incident Manager

Lead and optimize critical incident response processes, ensuring rapid resolution of high-priority issues while driving continuous improvement initiatives across support operations.

Your role:

• As a Major Incident Manager, you will oversee critical incident management, ensuring swift resolution of Priority 1 & 2 issues while improving processes to enhance efficiency and customer satisfaction.
• Develop automatic triggers for the next level escalation that are based on Time and/or Severity creating strict adherence to SLA commitments.
• This role involves direct customer engagement with major healthcare systems, strengthening relationships while ensuring timely communication and resolution of critical issues.
• You will lead root cause analysis (RCA), knowledge management, and process improvements, building a scalable framework for incident prevention and operational excellence.
• This is a remote role with the ability to participate in an on-call leadership rotation and occasional travel as needed, 20%.

You're the right fit if:

• You’ve acquired 5+ years of experience in technical support escalation, incident management, or technical program management within a support organization, collaborating directly with customers on high-profile issues.
• Your skills include incident response management, RCA documentation, after-action reporting (AAR), and IT service management, with a deep understanding of Call Center Metrics and First Time Right initiatives.
• You have a Bachelor’s degree in Computer Science, Information Technology, or a related field, with additional certifications in ITIL (preferred).
• You must be able to successfully perform the following minimum Physical, Cognitive and Environmental job requirements with or without accommodation for this position.
• You’re an effective communicator and strategic problem solver, capable of managing competing priorities, fostering cross-functional collaboration, and driving continuous improvement in critical support processes.

How we work together

We believe that we are better together than apart. For our office-based teams, this means working in-person at least 3 days per week. Onsite roles require full-time presence in the company’s facilities. Field roles are most effectively done outside of the company’s main facilities, generally at the customers’ or suppliers’ locations.

This is a remote based role.

About Philips

We are a health technology company. We built our entire company around the belief that every human matters, and we won't stop until everybody everywhere has access to the quality healthcare that we all deserve. Do the work of your life to help improve the lives of others.

• Learn more about our business.
• Discover our rich and exciting history.
• Learn more about our purpose.
• Learn more about our commitment to diversity and inclusion.

Philips Transparency Details

The pay range for this position in AZ, AR, ID, IA, KS, KY, LA, ME, MS, MO, MT, NE, NM, OK, SC, SD, TN, UT, WY is $97,090 to $166,440 per year.

The pay range for this position in AL, CO, FL, GA, HI, IL, IN, MI, MN, NV, NH, NC, ND, OH, OR, PA, TX, VT, VA, WI, WY is $102,200 to $175,200 per year.

The pay range for this position in AK, DE, MD, NY, RI, WA is $107,310 to $183, 960 per year.

The pay range for this position in CA, CT, MA, NJ, DC is $144,464 to $196,224 per year.

The actual base pay offered may vary within the posted ranges depending on multiple factors including job-related knowledge/skills, experience, business needs, geographical location, and internal equity.   

In addition, other compensation, such as an annual incentive bonus, sales commission or long-term incentives may be offered.  Employees are eligible to participate in our comprehensive Philips Total Rewards benefits program, which includes a generous PTO, 401k (up to 7% match), HSA (with company contribution), stock purchase plan, education reimbursement and much more.  Details about our benefits can be found here. 

At Philips, it is not typical for an individual to be hired at or near the top end of the range for their role and compensation decisions are dependent upon the facts and circumstances of each case. 

Additional Information

US work authorization is a precondition of employment. The company will not consider candidates who require sponsorship for a work-authorized visa, now or in the future.

This requisition is expected to stay active for 45 days but may close earlier if a successful candidate is selected or business necessity dictates.  Interested candidates are encouraged to apply as soon as possible to ensure consideration.

Philips is an Equal Employment and Opportunity Employer/Disabled/Veteran and maintains a drug-free workplace.