Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Major Incident Manager
Phoenix, AZ · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Major Incident Manager
Phoenix, AZ · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
New
Major Incident Manager
Birmingham, AL · On-site
Major Incident Management Responsibilities: * Leads & owns end-to-end Major Incident Management (MIM) lifecycle (detection → response → resolution → recovery → closure) * Participates in ...
Major Incident Manager
Birmingham, AL · On-site
Major Incident Management Responsibilities: * Leads & owns end-to-end Major Incident Management (MIM) lifecycle (detection → response → resolution → recovery → closure) * Participates in ...
We are seeking a Major Incident Manager ( MIM ) who has experience leveraging industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are ...
We are seeking a Major Incident Manager ( MIM ) who has experience leveraging industry best practices and tools to handle all high and critical business-impacting technology events, ensuring they are ...
Major Incident Manager (ITSM)
Atlanta, GA · On-site
Major Incident Manager (IT Service Management) Location: Atlanta, GA Work Model: 100% Onsite (Monday-Friday) Job Type: Contract Job Summary: We are seeking an experienced Major Incident Manager to ...
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Major Incident Manager (ITSM)
Atlanta, GA · On-site
Major Incident Manager (IT Service Management) Location: Atlanta, GA Work Model: 100% Onsite (Monday-Friday) Job Type: Contract Job Summary: We are seeking an experienced Major Incident Manager to ...
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
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
Incident Manager Location : Burbank, CA Job Type : Permanent Full Time 8+ years of experience primarily in ITIL Incident and Major incident Management Worked as a Major Incident management lead for ...
Incident Manager Location : Burbank, CA Job Type : Permanent Full Time 8+ years of experience primarily in ITIL Incident and Major incident Management Worked as a Major Incident management lead for ...
Major Incident Manager Location: Wilmington, DE (Onsite) Duration: Long term Interview: video 8+ years of experience (Must haves) · Must carry a minimum of 5+ years of experience as Major Incident ...
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Major Incident Manager Location: Wilmington, DE (Onsite) Duration: Long term Interview: video 8+ years of experience (Must haves) · Must carry a minimum of 5+ years of experience as Major Incident ...
Build and maintain the CSOC IM operating model, including staffing, escalation paths, runbooks, and surge support for major incidents * Manage and develop a distributed team of Incident Coordinators ...
Build and maintain the CSOC IM operating model, including staffing, escalation paths, runbooks, and surge support for major incidents * Manage and develop a distributed team of Incident Coordinators ...
Build and maintain the CSOC IM operating model, including staffing, escalation paths, runbooks, and surge support for major incidents * Manage and develop a distributed team of Incident Coordinators ...
Build and maintain the CSOC IM operating model, including staffing, escalation paths, runbooks, and surge support for major incidents * Manage and develop a distributed team of Incident Coordinators ...
Major Incident Manager Location: Wilmington, DE (On-site, local only) Shift: Fri-Sun, 6:40 PM ET - 8:00 AM EST Must-Haves: * * 5+ years in Major Incident Management * Strong facilitation ...
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Major Incident Manager Location: Wilmington, DE (On-site, local only) Shift: Fri-Sun, 6:40 PM ET - 8:00 AM EST Must-Haves: * * 5+ years in Major Incident Management * Strong facilitation ...
Incident Manager Senior - ACC Major Incident Manager
San Antonio, TX · Hybrid
$103K - $197K/yr
The Opportunity We are seeking a dedicated Senior ACC Major Incident Manager to lead the end-to-end coordination and management of major incidents impacting critical enterprise technology services.
Incident Manager Senior - ACC Major Incident Manager
San Antonio, TX · Hybrid
$103K - $197K/yr
The Opportunity We are seeking a dedicated Senior ACC Major Incident Manager to lead the end-to-end coordination and management of major incidents impacting critical enterprise technology services.
Major Incident Management Analyst
Sandy, UT · On-site
$54K - $70K/yr
The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with ...
Major Incident Management Analyst
Sandy, UT · On-site
$54K - $70K/yr
The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with ...
Major Incident Management Analyst
Sandy, UT · On-site
$54K - $70K/yr
The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with ...
Major Incident Management Analyst
Sandy, UT · On-site
$54K - $70K/yr
The Major Incident Manager is responsible for managing high-impact IT incidents from initiation through resolution. They coordinate response efforts across teams, ensure effective communication with ...
Mid-Level ACC Major Incident Manager
San Antonio, TX · Hybrid
$85K - $162K/yr
The Opportunity We are seeking a dedicated Mid-Level ACC Major Incident Manager who will be responsible for coordinating and managing the lifecycle of Major Incidents affecting critical technology ...
Mid-Level ACC Major Incident Manager
San Antonio, TX · Hybrid
$85K - $162K/yr
The Opportunity We are seeking a dedicated Mid-Level ACC Major Incident Manager who will be responsible for coordinating and managing the lifecycle of Major Incidents affecting critical technology ...
The IT Release & Major Incident Manager will ensure seamless IT releases and effective major incident management, collaborating with cross-functional teams and senior stakeholders to minimize ...
The IT Release & Major Incident Manager will ensure seamless IT releases and effective major incident management, collaborating with cross-functional teams and senior stakeholders to minimize ...
Major Incident Manager information
See salary details
$36.5K - $50.8K
3% of jobs
$50.8K - $65K
5% of jobs
$65K - $79.3K
5% of jobs
$79.3K - $93.6K
5% of jobs
$93.6K - $107.9K
2% of jobs
$107.9K - $122.1K
3% of jobs
$124.8K is the 25th percentile. Wages below this are outliers.
$122.1K - $136.4K
4% of jobs
$136.4K - $150.7K
0% of jobs
$150.7K - $165K
0% of jobs
$165K - $179.2K
0% of jobs
The median wage is $183.5K / yr.
$179.2K - $193.5K
72% of jobs
$36.5K
$163.4K
$193.5K
How much do major incident manager jobs pay per year?
As of Jul 25, 2026, the average yearly pay for major incident manager in the United States is $163,404.00, according to ZipRecruiter salary data. Most workers in this role earn between $129,000.00 and $193,000.00 per year, depending on experience, location, and employer.
What does a Major Incident Manager do?
A Major Incident Manager is responsible for overseeing and coordinating the response to critical IT incidents that disrupt business operations. Their main duties include identifying major incidents, assembling response teams, communicating with stakeholders, and ensuring that incidents are resolved quickly to minimize impact. They also analyze incident causes and work with other teams to implement preventive measures. Effective Major Incident Managers are skilled in crisis management, communication, and problem-solving.
How does a Major Incident Manager typically coordinate with technical teams during a critical incident?
During a critical incident, a Major Incident Manager acts as the central point of coordination, ensuring that technical teams such as IT support, network operations, and application specialists are aligned and working efficiently towards resolution. They facilitate communication by organizing regular bridge calls, documenting updates, and escalating issues as needed. The Major Incident Manager also ensures that all stakeholders are informed of progress and that post-incident reviews are conducted to prevent recurrence. This collaborative approach helps restore services quickly and minimizes business impact.
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 expertise in IT service management, incident response, and a solid understanding of ITIL frameworks, usually supported by relevant certifications like ITIL Foundation. Familiarity with incident management tools such as ServiceNow, Jira Service Desk, or BMC Remedy is commonly required. Exceptional communication, leadership, and problem-solving abilities help you coordinate cross-functional teams and manage high-pressure situations. These skills ensure quick resolution of critical incidents, minimizing business disruption and safeguarding service reliability.
What is the difference between Major Incident Manager vs Incident Coordinator?
| Aspect | Major Incident Manager | Incident Coordinator |
|---|---|---|
| Certifications | ITIL, PMP, or similar | ITIL Foundation, sometimes PMP |
| Work Environment | High-pressure, crisis management | Operational support, coordination |
| Responsibilities | Lead major incident response, coordinate teams, communicate with stakeholders | Assist in incident logging, tracking, and communication |
The Major Incident Manager focuses on leading and resolving critical incidents swiftly, often in high-pressure situations, while the Incident Coordinator supports incident tracking and communication. Both roles require ITIL knowledge and are vital in IT service management, but the Major Incident Manager has a broader leadership role during major outages.
More about Major Incident Manager jobs
What cities are hiring for Major Incident Manager jobs? Cities with the most Major Incident Manager 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 Manager jobs? States with the most job openings for Major Incident Manager jobs include:
What job categories do people searching Major Incident Manager jobs look for? The top searched job categories for Major Incident Manager jobs are:
First Citizens Bank rating
7.6
Based on 105 frontline employees who took The Breakroom Quiz
85th of 150 rated banks
Job description
Overview
Responsibilities
Qualifications
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_TIMEWhat First Citizens Bank employees say
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