Major Incident Manager

Technology Service Management Analyst

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
• Executes and enforces major incident runbooks/playbooks/processes
• SLA adherence

Major Incident Manager Soft Skills:

• Strong incident command and facilitation skills
• Ability to challenge technical teams and drive accountability
• Exceptional decision-making under pressure
• Conflict management during high-stakes incidents
• Clear, concise communication in high-stress environments

Communication Skills & Responsibilities:

• Ability to communicate clearly, effectively and with authority
• Develops and delivers real-time executive communications during major incidents
• Translates technical impact into business impact (customer, financial, regulatory)
• Attention to detail to deliver stakeholder communications without errors with grammar, spelling, technical details and overall accuracy
• Owns post-incident executive summaries and reporting narratives
• Partners with business stakeholders to align on impact prioritization and recovery decisions

Problem Management Responsibilities:

• Accountable for ensuring high-quality post-incident root cause analysis (RCA), corrective actions, and systemic risk remediation in partnership with Problem Management.
• Drives trend analysis & partners with Problem Management to eliminate recurring issues
• Implements preventative measures with Problem Management
• Schedules and leads post-incident review meetings and follow-up actions

Add to Skills & Competencies:

• PagerDuty experience
• ITIL certified (v3 and/or v4)
• Working knowledge of IT infrastructure areas (ie; database, networking, storage, servers, etc)
• Monitoring stack (Splunk, Dynatrace, etc.)

Regions will not sponsor applicants for work visas for this position at this time. Applicants for this position must be currently authorized to work in the United States on a full-time basis.

This position is intended to be onsite, now or in the near future. Associates will have regular work hours, including full days in the office three or more days a week. The manager will set the work schedule for this position, including in-office expectations. Regions will not provide relocation assistance for this position, and relocation would be at your expense. The locations available for this role are Birmingham, AL, Atlanta, GA, Charlotte, NC.

Position Type

Full time

Compensation Details

Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.

The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.

Job Range Target:

Minimum:

$92,359.00 USD

Median:

$120,020.00 USD

Incentive Pay Plans:

This job is not incentive eligible.

Benefits Information

Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.

• Paid Vacation/Sick Time
• 401K with Company Match
• Medical, Dental and Vision Benefits
• Disability Benefits
• Health Savings Account
• Flexible Spending Account
• Life Insurance
• Parental Leave
• Employee Assistance Program
• Associate Volunteer Program

Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions' benefits, please click or copy the link below to your browser.

Location Details

Riverchase Operations Center

Location:

Hoover, Alabama

Equal Opportunity Employer/including Disabled/Veterans