Senior Major Incident Commander

Banner Health•Phoenix, AZ

1d•Remote

About The Position

The Banner Health Critical Response team leads the charge when our most critical IT services are disrupted—moving fast to restore stability, protect patient care, and support the teams who rely on technology every minute of the day. As a Senior Major Incident Commander, you are the calm, decisive commander at the center of high-impact incidents—aligning technical teams and business partners, driving rapid restoration, and delivering clear, timely communication throughout. You will also help shape our Major Incident Management strategy, strengthen and mentor the broader incident practice, and partner with leadership to turn every event into measurable, ongoing improvement. This role requires working variable shifts and responding to 24x7 critical alerts via mobile device or other connected platform. The schedule for this role is Monday-Friday, 6AM - 2:30PM AZ Time. This can be a remote position if you live in the following states ONLY: Al, AK, AR, FL, GA, ID, IN, IA, KS, KY, LA, MD,MI, MN, MS, MO, NH, NM, NY, NC, ND, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI AZ CA CO NE NV WY. No other states will be consider. Banner Health was named to Fortune’s Most Innovative Companies in America 2025 list for the third consecutive year and named to Newsweek's list of Most Trustworthy Companies in America for the second year in a row. We’re proud to be recognized for our commitment to the latest health care advancements and excellent patient care. POSITION SUMMARY This is a seasoned expert who provides senior-level leadership during the most complex and high-impact major incidents. This role operates with a high degree of autonomy, advising Incident Commanders, Major Incident Managers, and senior stakeholders to ensure effective coordination, decision support, and communication. Outside of active incidents, the role drives maturity of the Major Incident Management practice through advanced analysis, mentoring, and continuous improvement initiatives focused on reducing risk, improving response effectiveness, and increasing organizational resilience. Working variable shifts and responding to 24x7 critical alerts on a mobile device or other connected platform for service disruptions is required for this role.

Requirements

Associate’s degree and 5+ years of relevant experience in IT operations, service desk, NOC, or incident management.
Recognized subject-matter expert in major incident response and operational resilience.
Extensive experience leading the most complex, high-risk, enterprise-wide incidents.
Proven ability to influence senior leadership and guide decision-making during crises.
Demonstrated success driving maturity, governance, and continuous improvement initiatives.
Advanced analytical and strategic thinking skills.
Ability and willingness to work variable shifts and respond to 24x7 critical alerts via mobile device or other connected platforms for service disruptions.

Nice To Haves

Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, Healthcare Administration, Business Administration, or a related field strongly preferred.
Advanced ITIL certifications or equivalent industry credentials.
Experience shaping enterprise incident management strategy or operating model.
Experience working in healthcare or other highly regulated, high-availability environments.
Experience leading organization-wide preparedness, resilience, or risk-reduction initiatives.
Additional related education and/or experience preferred.

Responsibilities

Serves as senior operational leader for major incident coordination. Mentors Coordinators and partners with Major Incident Commanders during the most critical and complex incidents.
Establishes standards for incident documentation, timelines, and communication quality. Leads quality assurance efforts across the incident lifecycle.
Defines and leads enterprise standards for outage notifications and status communications. Ensures consistency, transparency, and executive- and clinical-level alignment.
Leads enterprise-level monitoring and alerting strategy reviews. Champions proactive detection, automation, and response optimization.
Provides leadership in Problem Management integration by driving systemic RCA outcomes, validating corrective actions, and reducing organizational risk.
Leads the team in improving major incident response SLAs and KPIs through data-driven insights, process optimization, and cross-functional collaboration.
Owns the evolution of major incident playbooks, templates, escalation frameworks, and communication standards to ensure consistency and clinical alignment.
Maintains expert-level knowledge of enterprise technology platforms, security policies, major incident processes, stakeholders, and downtime procedures. Acts as a trusted advisor to leadership.
Provides final decision authority during the most complex or high-risk major incidents, including executive escalation, risk acceptance, service restoration prioritization, and coordination of enterprise response when patient care, safety, or organizational reputation may be impacted.