Critical Response Coordinator

Relha LLC; Phoenix (AZ); On-site; USD 90,000 - 120,000; Full time

Benefits offered by this job

Medical and dental insurance

401k matching program

Time off

Job summary

Western Alliance Bank is seeking a Staff IT Analyst II serving as a Critical Response Coordinator to lead incident response and restoration efforts across IT, product, and business teams.

You will review incident processes, create artifacts, facilitate high-severity bridge calls, coordinate resolver teams, and communicate timelines and impact to stakeholders. The role emphasizes risk management, KRIs/KPIs, and post-incident reviews, with ServiceNow experience preferred.

Qualifications

• Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration, or a related field.
• 5+ years in IT Operations, Major Incident Management or related field preferred.
• Extensive experience with ITIL/ITSM processes and incident management.

Responsibilities

• Lead major incident management and incident response coordination across IT, Product, Business, NOC, engineering and security teams.
• Develop and maintain incident artifacts, timelines, RCA inputs, and post-incident reviews.
• Facilitate bridge calls during high-severity incidents and communicate timely, accurate updates to stakeholders.

Skills

Incident Management

ITIL/ITSM

Stakeholder Coordination

ServiceNow

Bridge Calls

Technical Documentation

Microsoft Office

Education

Bachelor's degree in Computer Science/IT/IS/Business

Tools

ServiceNow

Visio

Lucidchart

Microsoft Office

Job description

As a Staff IT Analyst II serving as a Critical Response Coordinator, you'll lead activities that support operational effectiveness during major incidents and high-impact technology events. You'll review current incident response processes and metrics, identify constraints or opportunities that inhibit or accelerate restoration, and develop options to improve business outcomes. You'll lead development and review of incident artifacts to ensure they accurately describe current state processes, practices, impact, ownership, timelines, communications, and operational metrics. Additionally, you'll facilitate discussions with IT, Product, Business, NOC, engineering, observability, security, and vendor subject matter experts to understand the problem statement, validate impact, drive engagement, and capture relevant insights for incident resolution and follow-up improvement.

Lead operational support activities with the expectation that incident response, service restoration, and stakeholder communication outcomes are achieved. Work to fully understand how active incidents, recurring service issues, and operational risks connect to business impact, response priorities, resolver engagement, escalation paths, and restoration timelines. Lead discussions with stakeholders and subject matter experts needed to validate impact, drive technical engagement, review incident artifacts, and resolve issues that impede timely recovery.

Develop and maintain critical incident documentation and operational artifacts needed to support major incident response, service restoration, post-incident review, and continuous improvement. Complete high-quality deliverables such as bridge notes, executive-ready communications, timelines, impact summaries, RCA inputs, handoff notes, and follow-up action tracking while effectively communicating findings, risks, ownership, and operational impacts with subject matter experts.

Leverage Risk Management experience from a large financial institution subject to heightened standards, specifically in risk, compliance, or corporate governance.

The capture and upkeep of KRIs, KPIs, & Operational Metrics, as necessary.

Manage and coordinate IT incidents, ensuring timely triage, proper resolver engagement, clear ownership, and disciplined progression across technical teams.

Lead and facilitate bridge calls during high-severity incidents, keeping the bridge focused on impact, scope, recovery actions, decision points, and next-step accountability.

Compose and distribute incident communications to stakeholders with accuracy, clarity, appropriate urgency, and consistent formatting aligned to incident communication standards.

Prepare root cause analysis inputs and post-incident documentation following incident resolution, including timeline validation, contributing factors, follow-up owners, and lessons learned.

Collaborate with cross-functional teams to drive incident resolution, process adherence, and post-incident improvement while maintaining clear handoffs between NOC, CRC, engineering, and service teams.

Maintain clear communication in high-pressure situations and dynamic team environments, including executive-ready summaries, bridge recaps, handoff notes, and stakeholder updates.

Identify recurring incident response friction points, escalation delays, communication gaps, monitoring opportunities, and documentation gaps; partner with process owners to drive practical improvements.

Support disaster recovery exercises, major incident readiness reviews, knowledge article improvements, and operational playbook updates.

What you'll need:

5+ years of related experience in IT Operations, Critical Response Coordination, Major Incident Management, IT Service Management, IT App Support, IT Development, IT Networking, or similar field.

Bachelor's degree in Computer Science, Information Technology, Information Systems, Business Administration, or a related technical or business-technology field required.

Major Incident Management certification, formal training, or equivalent practical experience preferred.

Entry level to intermediate knowledge of general Financial Services or Banking is preferred.

Entry level to intermediate knowledge of applicable regulatory and legal compliance obligations, rules and regulations, industry standards and practices.

Intermediate to advance in process and data analysis within a specific domain or functional area utilizing critical thinking skills.

Intermediate to advanced working in Microsoft Office & relevant Diagramming Software (e.g. Lucid, Visio, etc.), as well as technical aptitude & experience within a specific domain.

Strong working knowledge of ITIL / ITSM practices including incident, major incident, problem, change, knowledge, service request, and post-incident review processes.

Experience facilitating high-severity incident bridges, coordinating resolver teams, documenting timelines, preparing RCA inputs, and distributing stakeholder communications.

Experience with ServiceNow incident management, queue review, report extraction, ticket hygiene, bridge documentation, and operational metrics preferred.

Ability to translate technical updates into concise business-facing communications that clearly describe impact, progress, risk, and next steps without overstating or speculating.

Intermediate speaking and writing communication skills.

Benefits you’ll love:

We offer all the important things you'd want — like competitive salaries, an ownership stake in the company, medical and dental insurance, time off, a great 401k matching program, tuition assistance program, an employee volunteer program, and a wellness program. In addition, you’ll have the opportunity to bolster your business knowledge, learning the ins and outs of how successful companies operate and manage their finances, giving you invaluable hands‑on experience to help grow your career!

About the company:

Western Alliance Bank, Member FDIC, is a wholly owned subsidiary of Western Alliance Bancorporation. Serving clients nationwide, Western Alliance Bank includes six legacy bank brands — Alliance Association Bank, Alliance Bank of Arizona, Bank of Nevada, Bridge Bank, First Independent Bank and Torrey Pines Bank — that remain part of the company’s heritage, as well as AmeriHome Mortgage, a Western Alliance Bank Company.

Western Alliance Bancorporation is committed to equal employment and will consider all qualified applicants without regard to race, sex, color, religion, age, nation origin, marital status, disability, protected veteran status, sexual orientation, gender identity or genetic information. Western Alliance Bancorporation is committed to working with and providing reasonable accommodations for individuals with disabilities. If you are an individual with a disability and require a reasonable accommodation to complete any part of the application process and/or need an alternative method of applying, please email [emailprotected] or call 602-386-2488. When contacting us, please provide your contact information and state the nature of your accessibility issue. We will only respond to inquiries concerning requests that involve a reasonable accommodation in the application process.