IT Crisis Response Lead

Overview: The IT Crisis Response Lead plays a critical role in supporting the real‑time execution, coordination, and documentation of Novant Health’s response to major IT incidents and enterprise‑wide service disruptions. This role ensures structured, timely, and accurate communication during high‑impact events to minimize operational risk and support patient care continuity.

Serving as the primary incident scribe and communications coordinator, the Crisis Response Lead captures and maintains detailed records of all incident activities, decisions, and timelines while supporting incident escalation workflows and standardized response processes.

In addition, this role provides application and functional support for enterprise incident management platforms and response tools, ensuring system readiness and consistent use during crisis events.

Schedule: 8:00AM – 5:00PM Monday – Friday. (On call support required, as needed).

Location: Remote

Department: ETS IT Service Excellence

Key Responsibilities

• Coordinate and support real‑time IT crisis response activities for major incidents and critical outages
• Act as the incident scribe, ensuring accurate, complete, and timely documentation of all actions, communications, and decisions
• Facilitate clear and consistent communications among IT teams, business stakeholders, and leadership during high‑impact events
• Support incident escalation, triage, and resolution workflows in accordance with established processes
• Maintain and update incident timelines, post‑incident records, and response artifacts
• Provide application support for incident management platforms and tools (e.g., ticketing systems, war‑room collaboration tools, notification systems)
• Assist with post‑incident reviews, documentation quality checks, and continuous improvement initiatives
• Ensure adherence to IT service management (ITSM) and major incident management best practices

• Education: 2 Year / Associate Degree, preferred. Associate’s degree or equivalent combination of education and military experience. 4 Year / Bachelors Degree, preferred. 
• Experience:  3 years experience supporting IT incident management, operations coordination, or crisis communications, preferably in a healthcare or high-availability environment, required.
• Additional Skills (required):
  • Strong organizational and documentation skills; able to manage complex, high-pressure situations with attention to detail.
  • Familiarity with incident management and emergency notification/communication platforms.
  • Experience working in or with IT operations, service desks, or command centers is highly desirable.
  • Excellent verbal and written communication skills and the ability to work calmly under pressure.