Major Incident Manager

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Job Description:

At Regions, the Technology Service Management Analyst supports Technology Service Management (ITSM) processes, including incident, problem, and request management, to ensure accurate tracking, documentation, and resolution of technology-related activities. This role maintains data integrity within ITSM tools and contributes to reporting, analysis, and continuous improvement efforts. Works collaboratively with internal teams to support service delivery, operational effectiveness, and adherence to established processes, standards, and controls.

Primary Responsibilities

• Acts as subject matter expert (SME) for ITSM tools and processes
• Develops and delivers executive-level reporting and insights
• Identifies systemic issues and drives problem management activities
• Leads root cause analysis efforts for major incidents
• Mentors junior analysts and supports best practice adoption
• Provides governance oversight for ITSM processes and data quality
• Assists with Annual Business Impact Analysis (BIA) and Business Resiliency Plan (BRP)
• Exercises independent judgment on operational issues and influences cross-functional outcomes
• May manage projects and coordinate resources
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices

This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay.

Requirements

• Bachelor’s degree in a related field and five (5) years of relevant technology, operations, or business analysis experience
• Or High School Diploma or GED and nine (9) years of relevant technology, operations, or business analysis experience

Preferences

• Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business, or a related field

Skills and Competencies

• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance 
• Advanced analytical and critical thinking skills
• Advanced Microsoft Excel skills
• Communication and influencing skills
• Data analysis and insight development
• ITSM tools expertise (e.g., ServiceNow)
• Process improvement and governance knowledge
• Strong ability to multi-task
• Strong ability to work independently and act as a leader

Additional Preferences:

Major Incident Management Responsibilities:

• Leads & owns end-to-end Major Incident Management (MIM) lifecycle (detection → response → resolution → recovery → closure)
• Participates in on-call rotation for major incident response (24x7 coverage model)
• Must be able to operate under high-pressure, time-sensitive conditions
• Manages multiple concurrent critical incidents
• Comfortable making rapid, high-impact decisions with incomplete information
• Serves as Incident Commander during high-severity (Sev 1/Sev 2/SEV3) incidents
• Drives war room/bridge calls, ensuring structured triage, timelines, and accountability
• Establishes clear incident command structure (technical leads, SMEs, comms)
• Enforces incident timelines, updates cadence, and escalation protocols
• Removes blockers and accelerates recovery through cross-team coordination
• Ensures proper handoffs between operations, engineering, and vendors
• Owns MTTR reduction strategy and execution<