Electronic Health Record Sustainment Reliability Engineer

General Dynamics Information Technology has been supporting the IHS mission for over 20 years, and they are seeking an Incident & Reliability Lead for the Electronic Health Records Modernization program. The role involves managing incidents, service requests, and ensuring system availability while driving process improvements and client engagement efforts.

Responsibilities:

• Proactively respond to and resolve incidents and service requests, minimizing service disruptions and improving end‑user experience
• Collaborate with GDIT Delivery teams and Sustainment pillars to align overlapping tasks and provide technical expertise that drives process efficiencies
• Develop, track, and analyze key performance indicators (KPIs) across EHRM products and vendors to support system continuity and performance monitoring
• Utilize and refine service management tools and methodologies to improve tracking and management of incidents, requests, and operational activities
• Apply reliability engineering practices to enhance system availability, identify risks, and prevent failures that could impact program operations
• Monitor and validate system performance metrics, application crashes, code defects, application hangs and other issues with subcontractors to identify and resolve reliability concerns
• Evaluate workflows and technical processes to identify opportunities for optimization, implementing solutions that enhance efficiency and response capabilities
• Partner and communicate effectively with internal teams, client stakeholders, and subcontractor partners to support coordinated operational activities
• Execute tasks and deliverables in alignment with contractual requirements and program schedules
• Serve as a subject matter expert in problem management, providing expert technical consultation to internal and external partners
• Perform analytical and administrative tasks in support of program and contract operations as needed
• Contribute technical input to Weekly Status Meeting Minutes, Monthly Progress Reports, and Monthly Financial Reports
• Provide informal technical guidance and knowledge sharing to peers and junior team members when appropriate

Requirements:

• Bachelor's degree or equivalent combination of education and experience
• 10+ years of experience - MUST have working in and/or managing the day-to-day operations of tasks in assigned program/project area including technical work, staff supervision, and incident management processes and procedures
• Experience managing and/or participating in major incident response
• Proficient in Microsoft Office Suite, specifically Word, Excel, PowerPoint, and Visio
• Experience with Oracle Health and EHR
• Must be able to obtain and maintain a Public Trust Level 5 clearance. This includes background verifications and fingerprinting
• Ability to travel up to 25% of the year, if needed
• Ability to manage work in a variety of systems, including ITSM ticketing software
• Preferred experience with Service Now, Oracle Remedy, or JIRA
• Splunk, Zabbix, Tableau, AppSight System/Code, Citrix Edge Sight
• Experience proposing and executing operational improvements to existing projects/programs
• Task management experience and/or skills
• Excellent organizational and time management skills; ability to manage frequently changing priorities of competing importance
• Ability to communicate and interact effectively with internal/external teams including key partners and leaders
• Ability to work independently with minimal supervision and within tight deadlines, following detailed written policies, processes, procedures, and work instructions
• Ability to produce high-quality documentation that contributes to the overall success of our program