[Hiring] Service Management Practice Analyst II – Major Incident Manager @Jack Henry

Role Description

The Major Incident Manager II is responsible for coordinating and managing high-impact technology and business service disruptions to minimize operational and customer impact while supporting timely service restoration. Working under moderate supervision, this role applies established major incident management practices, job knowledge, and organizational policies to effectively coordinate response activities, facilitate communications, and drive major incident resolution efforts.

• Handles routine to moderately complex major incidents.
• Exercises limited judgment within defined procedures.
• Serves as a central point of coordination between technical teams, business stakeholders, vendors, and leadership.
• Supports post-incident reviews, process compliance, reporting, and continuous improvement initiatives that enhance service stability and operational effectiveness.

This position may be worked remotely within the United States, with the exception of California. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity. This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM).

The salary range for this position is $74,750 - $91,000 and will be determined based on location and experience level.

• Coordinate and manage major incidents of routine to moderate complexity by following established major incident management processes, procedures, and escalation paths.
• Facilitate major incident bridge calls and work collaboratively with technical teams to support timely service restoration and resolution activities.
• Apply major incident management knowledge and established practices to assess major incident impact, prioritize response activities, and ensure appropriate stakeholder engagement.
• Provide accurate and timely communications to technical teams, business stakeholders, customers, and leadership using approved communication methods and templates.
• Monitor major incident progress, track action items, and ensure accountability for assigned restoration activities.
• Execute escalation procedures to engage additional technical resources, vendors, management, or leadership as required.
• Maintain complete and accurate major incident records, timelines, and documentation throughout the major incident lifecycle.
• Participate in post-incident reviews, contributing to lessons learned, corrective action tracking, and process improvement recommendations.
• Support compliance with service management policies, operational standards, and major incident response procedures.
• Assist in developing reports, metrics, and analysis to identify trends and opportunities for improving major incident response effectiveness.
• Provide guidance and knowledge sharing with less experienced peers on established major incident management practices and procedures.
• May perform other job duties as assigned.

Qualifications

• Minimum of 18 months of experience in information technology (IT) operations, infrastructure, networking, cybersecurity, systems administration or supporting software applications.
• Familiarity with IT Service Management (ITSM) tools, incident tracking systems, or operational reporting processes (e.g., ServiceNow).
• Experience working in a fast-paced operational environment with responsibility for coordinating activities across multiple teams.
• Experience coordinating cross-functional teams during service disruptions, outages, or operational major incidents.
• Experience facilitating incident response activities and stakeholder communications in a production support environment.
• Ability to participate in on-call rotations and support critical major incidents outside of normal business hours as required.

Requirements

• Bachelor’s degree (BA/BS) in an IT related field.
• Comprehensive knowledge of Major Incident Management processes, methodologies, and industry best practices.
• Strong understanding of IT infrastructure, applications, service delivery models, and technology operations environments.
• Ability to independently manage moderately complex to complex major incidents while balancing business priorities, technical requirements, and customer impact.
• Demonstrated ability to exercise sound judgment in evaluating situations, selecting appropriate response strategies, and determining escalation requirements.
• Strong analytical and problem-solving skills with the ability to assess information quickly and drive resolution efforts.
• Excellent verbal and written communication skills, including the ability to tailor communications for technical teams, business stakeholders, executive leadership, and customers.
• Strong facilitation and stakeholder management skills with the ability to lead discussions, build consensus, and drive accountability across multiple teams.
• Ability to analyze incident data, trends, and operational metrics to identify improvement opportunities and support organizational objectives.
• Working knowledge of root cause analysis, problem management, service continuity, and operational resilience practices.
• Ability to manage multiple priorities and perform effectively in high-pressure, time-sensitive situations.
• Strong organizational skills and attention to detail with the ability to maintain accurate documentation and reporting.
• Assist less experienced peers in the application of major incident management processes and procedures.
• Knowledge of ITIL principles and service management frameworks preferred.
• Experience supporting continuous improvement initiatives and operational process enhancements preferred.

Benefits

• Comprehensive benefits designed to support your physical, mental, and financial health.