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Incident Command Jobs in Raleigh, NC (NOW HIRING)

First Citizens Bank

Major Incident Manager

Raleigh, NC · On-site

Incident Command & Coordination Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes ...

First Citizens Bank

Major Incident Manager

Raleigh, NC · On-site

Incident Command & Coordination Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes ...

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Incident Command information

See Raleigh, NC salary details

$35.5K

$158.8K

$188.1K

How much do incident command jobs pay per year?

As of Jul 27, 2026, the average yearly pay for incident command in Raleigh, NC is $158,842.00, according to ZipRecruiter salary data. Most workers in this role earn between $125,400.00 and $187,600.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as an Incident Commander, and why are they important?

To thrive as an Incident Commander, you need strong leadership, decision-making skills, and thorough knowledge of emergency response protocols, typically supported by relevant certifications such as ICS (Incident Command System) training. Familiarity with emergency management tools, communication systems, and resource-tracking software is crucial. Exceptional communication, composure under pressure, and the ability to coordinate diverse teams are vital soft skills. These competencies ensure effective crisis management, minimize risks, and facilitate swift, organized responses to emergencies.

What are some common challenges faced by professionals in Incident Command roles, and how can they be managed effectively?

Professionals in Incident Command often encounter challenges such as rapidly changing situations, coordinating multiple teams, and maintaining clear communication under pressure. Effectively managing these issues requires strong leadership, adaptability, and a solid grasp of established incident command protocols. Regular training, clear delegation of tasks, and the use of real-time communication tools can significantly improve team coordination and response effectiveness during emergencies.

What is the difference between Incident Command vs Firefighter?

AspectIncident CommandFirefighter
Required credentialsEmergency management training, certifications like ICS, NIMSFirefighter certification, EMT/paramedic licenses
Work environmentCommand centers, incident sites, coordination rolesFire scenes, rescue operations, emergency response
Employer & industry usageEmergency management agencies, fire departments, disaster response teamsFire departments, rescue services, emergency response units

Incident Command and Firefighter roles often overlap during emergencies, but Incident Command focuses on managing and coordinating the response, while Firefighters are directly involved in suppression and rescue efforts. Both roles require specialized training and are essential in emergency situations, but their responsibilities and work environments differ significantly.

What is Incident Command?

Incident Command refers to a standardized, on-scene management system used to coordinate emergency response operations. It is designed to enable effective and efficient incident management by integrating facilities, equipment, personnel, procedures, and communications within a common organizational structure. The Incident Command System (ICS) is widely used by fire, police, emergency medical services, and other agencies during emergencies such as natural disasters, accidents, or terrorist events. ICS helps ensure a coordinated response, clear leadership, and safety for responders and the public.
What are popular job titles related to Incident Command jobs in Raleigh, NC? For Incident Command jobs in Raleigh, NC, the most frequently searched job titles are:
What job categories do people searching Incident Command jobs in Raleigh, NC look for? The top searched job categories for Incident Command jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Incident Command jobs? Cities near Raleigh, NC with the most Incident Command job openings:
Incident Command jobs near you
Infographic showing various Incident Command job openings in Raleigh, NC as of July 2026, with employment types broken down into 90% Full Time, 9% Part Time, and 1% Contract. Highlights an 96% Physical, 1% Hybrid, and 3% Remote job distribution, with an average salary of $158,842 per year, or $76.4 per hour.
Major Incident Manager

Major Incident Manager

First Citizens Bank

Raleigh, NC

Full-time

Posted 23 days ago

First Citizens Bank rating

7.6

Company rating: 7.6 out of 10

Based on 105 frontline employees who took The Breakroom Quiz

97th of 170 rated banks

Job description

Overview

This position enhances the operational reliability, resilience, and stability of enterprise IT services through effective Major Incident Management practices. The role is responsible for leading the response to high-impact incidents, minimizing business disruption, and restoring service as quickly as possible. Facilitates the development and maturity of IT service management capabilities by driving continuous improvement across incident, problem, and change processes. Serves as a key technical and process leader during critical events and ensures compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards and regulations. Ensure that incident response procedures, post-incident reviews, and process improvements are properly documented, implemented, and managed throughout their lifecycle.


Responsibilities

Major Incident Management & Process Improvement
Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution. Drives continuous improvement of incident management processes, runbooks, and response frameworks to enhance operational effectiveness. Conducts post-incident reviews (PIRs) to identify root causes and preventative measures. Ensures incidents, problems, and associated changes are managed efficiently while maintaining service levels across platforms.

Incident Command & Coordination
Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes clear roles, timelines, and action plans during incident bridges. Removes blockers and ensures timely decision-making under pressure.

Reporting & Analytics
Responsible for documenting incidents, producing executive-level reports, and tracking key performance metrics such as MTTR (Mean Time to Restore), MTTD (Mean Time to Detect), incident volume, and SLA adherence. Monitors trends and provides data-driven insights to improve service reliability and reduce recurring issues.

Collaboration
Partners with infrastructure, application, cybersecurity, and business teams to drive swift resolution of major incidents and improve long-term service resilience. Collaborates with Problem Management to ensure root cause analysis is completed and corrective actions are tracked. Supports Change Management to reduce incident risk from changes.

Communication
Provides clear, concise, and timely communication to stakeholders at all levels during major incidents, including executive leadership. Publishes incident summaries, status updates, and post-incident reports. Ensures communication standards are met during high-pressure scenarios with a focus on transparency and business impact.

Governance & Compliance
Ensures adherence to ITIL and organizational ITSM standards. Supports audit and compliance requirements related to incident and change management processes. Maintains documentation, playbooks, and escalation procedures.

Training & Enablement
Leads or supports training for IT teams on incident response procedures, tools, and best practices. Promotes a culture of operational excellence and continuous improvement.


Qualifications

Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer

Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)

License or Certification Type:

  • ITIL Certification (v3 or v4) – Preferred
  • Six Sigma (Green Belt or higher) – Preferred

Preferred Experience:

  • 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
  • Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
  • Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)
  • Demonstrated success in reducing MTTR and improving incident response maturity
  • Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
  • Ability to manage high-pressure situations, make rapid decisions, and coordinate distributed teams
  • Strong understanding of infrastructure, applications, cloud platforms and networking concepts
  • Excellent executive communication and stakeholder management skills
  • Familiarity with SRE principles, observability tools, and event management frameworks is a plus

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Qualifications:

Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer

Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)

License or Certification Type:

  • ITIL Certification (v3 or v4) – Preferred
  • Six Sigma (Green Belt or higher) – Preferred

Preferred Experience:

  • 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
  • Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
  • Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)
  • Demonstrated success in reducing MTTR and improving incident response maturity
  • Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
  • Ability to manage high-pressure situations, make rapid decisions, and coordinate distributed teams
  • Strong understanding of infrastructure, applications, cloud platforms and networking concepts
  • Excellent executive communication and stakeholder management skills
  • Familiarity with SRE principles, observability tools, and event management frameworks is a plus

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Education:UNAVAILABLEEmployment Type: FULL_TIME

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