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Major Incident Jobs (NOW HIRING)

McLane Company

Major Incident Commander

Temple, TX · Hybrid

As a Major Incident Commander II, you will drive resolution of high-severity incidents, restore services quickly, and ensure consistent, business-aligned communication. This role is ideal for a ...

Jack Henry & Associates

Major Incident Manager III

$65K - $85K/yr

As a Major Incident Manager III, you will serve as a central leader during critical incidents, bringing together technical experts and business partners to restore services quickly and effectively.

New

Conduent, Inc.

Major Incident Management Analyst

Sandy, UT · On-site

$54K - $70K/yr

Major Incident Management - Analyst Reports To: Major Incident Management Supervisor Department: IT Operations Shift-1:00 PM -9:30 PM MT Job Summary Major Incident Management (MIM) is a critical role ...

Intelliswift Software

Major Incident Engineer

Madison, WI · On-site

$60/hr

... for major incidents and recurring issues Review and validate the technical feasibility and effectiveness of permanent fixes Cross Functional Collaboration Partner closely with Incident Management ...

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Major Incident information

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$41K

$127.2K

$199.5K

How much do major incident jobs pay per year?

As of Jul 25, 2026, the average yearly pay for major incident in the United States is $127,177.00, according to ZipRecruiter salary data. Most workers in this role earn between $89,000.00 and $172,000.00 per year, depending on experience, location, and employer.

How does a Major Incident Manager typically collaborate with technical teams during a critical incident?

During a major incident, the Major Incident Manager acts as the central coordinator, facilitating communication between technical teams, stakeholders, and leadership. They organize regular bridge calls, document updates, and ensure all teams understand the incident's priority and required actions. By quickly escalating issues and removing obstacles, they help technical experts focus on diagnosing and resolving the problem efficiently. This role often involves managing high-pressure situations and balancing the needs of both technical staff and business leaders.

What are Major Incident Managers?

Major Incident Managers are professionals responsible for overseeing and resolving critical IT incidents that have a significant impact on business operations. Their primary role is to coordinate response efforts, communicate with stakeholders, and drive the resolution process to restore normal service as quickly as possible. They often work under high pressure, ensuring that incidents are documented, root causes are identified, and preventative measures are implemented to avoid future occurrences.

What is the difference between Major Incident vs Network Engineer?

AspectMajor Incident
Role FocusManaging and coordinating response to critical incidents affecting IT services
CertificationsITIL, incident management certifications
Work EnvironmentIT service management teams, operations centers
Industry UsageIT service providers, large enterprises

While a Major Incident manager focuses on coordinating responses to critical IT disruptions, a Network Engineer designs, implements, and maintains network infrastructure. The roles often collaborate during major incidents but differ in their core responsibilities and certifications. Major Incident managers handle incident escalation and communication, whereas Network Engineers troubleshoot and optimize network systems.

What are the key skills and qualifications needed to thrive as a Major Incident Manager, and why are they important?

To thrive as a Major Incident Manager, you need strong analytical skills, in-depth knowledge of IT service management (ITSM), and experience with incident resolution processes, often supported by ITIL certification. Familiarity with major incident management tools such as ServiceNow, Jira, or Remedy is typically required. Exceptional communication, leadership, and decision-making abilities are crucial for coordinating teams and managing high-pressure situations. These skills ensure rapid resolution of critical incidents, minimize business impact, and maintain service reliability.
More about Major Incident jobs
What cities are hiring for Major Incident jobs? Cities with the most Major Incident job openings:
What are the most commonly searched types of Major Incident jobs? The most popular types of Major Incident jobs are:
What states have the most Major Incident jobs? States with the most job openings for Major Incident jobs include:
Major Incident jobs near you
Infographic showing various Major Incident job openings in the United States as of July 2026, with employment types broken down into 1% As Needed, 84% Full Time, 12% Part Time, 1% Temporary, and 2% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $127,177 per year, or $61.1 per hour.
Major Incident Manager

Major Incident Manager

First Citizens Bank

Raleigh, NC • On-site

Full-time

Posted 21 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

85th of 150 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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