Major Incident Manager

Regions Bank•Atlanta, GA

1d•$92,359 - $120,020•Onsite

About The Position

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. This position is exempt from timekeeping requirements under the Fair Labor Standards Act and is not eligible for overtime pay. 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.

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
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
Must be able to operate under high-pressure, time-sensitive conditions
Comfortable making rapid, high-impact decisions with incomplete information
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
Ability to communicate clearly, effectively and with authority
Attention to detail to deliver stakeholder communications without errors with grammar, spelling, technical details and overall accuracy
Working knowledge of IT infrastructure areas (ie; database, networking, storage, servers, etc)
Applicants for this position must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Associate's or Bachelor's degree in Information Technology, Computer Science, Business, or a related field
PagerDuty experience
ITIL certified (v3 and/or v4)
Monitoring stack (Splunk, Dynatrace, etc.)

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
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)
Manages multiple concurrent critical incidents
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
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
Develops and delivers real-time executive communications during major incidents
Translates technical impact into business impact (customer, financial, regulatory)
Owns post-incident executive summaries and reporting narratives
Partners with business stakeholders to align on impact prioritization and recovery decisions