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Major Incident Manager Jobs in Raleigh, NC (NOW HIRING)

iteris

Traffic Incident Program Engineer

Raleigh, NC · On-site

$81K - $90K/yr

... traffic incident management program for North Carolina DOT * Review an d analyze TIM performance data * Strategic planning * Arranging After Action Reviews (AAR) for major incidents * Program ...

iteris

Traffic Incident Program Engineer

Raleigh, NC · On-site

$81K - $90K/yr

... traffic incident management program for North Carolina DOT * Review an d analyze TIM performance data * Strategic planning * Arranging After Action Reviews (AAR) for major incidents * Program ...

Stefanini

IT Infrastructure Specialist

Wendell, NC · On-site

... major incident management. This role serves as the primary liaison between the business, internal IT teams, and managed service providers to ensure infrastructure solutions are reliable, scalable ...

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All JobsMajor Incident JobsMajor Incident Manager JobsMajor Incident Manager Jobs in Raleigh, NC

Major Incident Manager information

See Raleigh, NC salary details

$35.5K

$158.8K

$188.1K

How much do major incident manager jobs pay per year?

As of Aug 9, 2026, the average yearly pay for major incident manager 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.

How much does a Major Incident Manager get paid?

The average salary for a Major Incident Manager typically ranges from $80,000 to $130,000 annually, depending on experience, industry, and location. Senior roles or those with certifications like ITIL may offer higher compensation, and the job often requires strong problem-solving and communication skills.

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?

AspectMajor Incident ManagerIncident Coordinator
CertificationsITIL, PMP, or similarITIL Foundation, sometimes PMP
Work EnvironmentHigh-pressure, crisis managementOperational support, coordination
ResponsibilitiesLead major incident response, coordinate teams, communicate with stakeholdersAssist 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.

What job categories do people searching Major Incident Manager jobs in Raleigh, NC look for? The top searched job categories for Major Incident Manager jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Major Incident Manager jobs? Cities near Raleigh, NC with the most Major Incident Manager job openings:
Major Incident Manager jobs near you
Infographic showing various Major Incident Manager job openings in Raleigh, NC as of August 2026, with employment types broken down into 41% Full Time, and 59% Contract. Highlights an 100% In-person job distribution, with an average salary of $158,842 per year, or $76.4 per hour.

Major Incident Manager

First Citizens Bank

Raleigh, NC • On-site

Full-time

Re-posted 7 days ago

First Citizens Bank rating

7.4

Company rating: 7.4 out of 10

Based on 106 frontline employees who took The Breakroom Quiz

108th 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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