[Hiring] IT Service Management Manager @First Citizens Bank

Role Description

This is a remote role that may only be hired in the following location(s): AZ, FL, GA, NC, and TX. 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.

Qualifications

• Bachelor's Degree and 6 years of experience in Operational Information Technology services and support including processes, programs, and procedures
• OR High School Diploma or GED and 10 years of experience in Operational Information Technology services and support including processes, programs, and procedures
• 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

Requirements

• 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

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 .