Major Incident Commander

Banner Health

Major Incident Commander at Banner Health coordinating high-impact IT incidents and ensuring operational readiness. Leading teams through critical disruptions with effective communication and coaching during major events.

Posted 6/27/2026full-timeRemote • Alabama, Alaska, Florida, Idaho, Iowa, Kansas, Kentucky, Louisiana, Maryland, Minnesota, Mississippi, Missouri, Montana, New Hampshire, New Mexico, New York, North Carolina, North Dakota, Ohio, Oklahoma, Oregon, Pennsylvania, South Carolina, Tennessee, Texas, Utah, Virginia, Washington, Wisconsin • 🇺🇸 United StatesJuniorMid-Level💰 $41 - $68 per hourWebsite

About the role

Key responsibilities & impact

Leads coordination of complex or high-impact major incident bridge calls and communication channels.
Reviews incident records, timelines, and activity logs for quality, accuracy, and audit readiness.
Oversees and refines outage notifications and status updates.
Evaluates monitoring and alerting performance across systems.
Collaborates closely with Problem Management to improve RCA quality, identify systemic issues, and recommend preventive or corrective actions to reduce repeat incidents.
Analyzes and interprets major incident SLAs and KPIs.
Leads updates to playbooks, escalation paths, and communication templates based on post-incident reviews, exercises, and operational experience.
Maintains deep knowledge of enterprise platforms, incident response processes, stakeholders, and downtime procedures.
Exercises incident command authority during active major incidents.

Requirements

What you’ll need

Experience and education as normally obtained through an Associate’s degree and 2+ years of relevant experience in IT operations, service desk, NOC, or incident management.
Proven experience in leading high-severity, enterprise-impacting incidents.
Experience developing or improving incident management processes, playbooks, or workflows.
Advanced facilitation and communication skills, including executive-level communications.
Strong analytical skills with the ability to identify systemic issues and operational risk.
Ability to coach and mentor other coordinators.
Ability and willingness to work variable shifts and respond to 24x7 critical alerts via mobile device or other connected platforms for service disruptions.

Benefits

Comp & perks

health and financial security options
variety of benefit plans to help you and your family

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

incident managementRCA (Root Cause Analysis)SLA (Service Level Agreement)KPI (Key Performance Indicator)incident response processesplaybook developmentworkflow improvementmonitoring and alerting performanceaudit readinessquality assurance

Soft Skills

leadershipcommunicationanalytical skillsfacilitationcoachingmentoringcollaborationproblem-solvingexecutive-level communicationadaptability