IT Incident Manager

fnbcorp; Pittsburgh (Allegheny County); On-site; USD 90,000 - 120,000; Full time

Job summary

F.N.B. Corporation is seeking an IT Incident Manager to coordinate troubleshooting and remediation during major incidents, aiming to minimize outages and duration. You will conduct formal postmortems to document root cause and drive corrective actions for continual improvement.

The role requires ITIL certification, 5+ years of incident management experience, and strong communication with technical and business stakeholders. This is an on-site position at our Pittsburgh location.

Qualifications

• ITIL v4 Foundation certification required.
• 5+ years leading Major Incident Management in a large enterprise IT environment.
• Experience administering ITSM platforms (Incident, Change, Problem, Knowledge, CMDB).
• Experience with xMatters or comparable incident notification systems.
• Strong ITIL practices knowledge (Incident, Problem, Change, Availability, SLA).
• Experience coordinating enterprise-wide Major Incidents and executive communications.
• Experience conducting postmortems, RCA, and continual service improvement.
• Experience developing operational dashboards with KPIs (MTTD, MTTA, MTTR, SLA).
• Experience in regulated industries with risk, audit and compliance awareness.
• Excellent written and verbal communication for cross-functional incident leadership.

Responsibilities

• Defines and drives formal IT Incident Management practices with integration to Change/Problem Management.
• Builds repeatable processes for swift response to outages and defines performance targets.
• Implements tools to engage responders and stakeholders during outages.
• Initiates formal incident response and coordinates resources with NOC to minimize business impact.
• Conducts formal postmortems for P1 incidents to identify process improvements and vendor performance.
• Liaises with Corporate Emergency Management for strategic responses and customer protection.
• Performs regular mock drills to ensure readiness for diverse incident scenarios.
• Produces robust reporting/metrics showing trends vs targets.
• Performs other duties as assigned.

Skills

Organizational skills

Analytical skills

Interpersonal skills

Detail-oriented

Customer service

Education

Associates

Job description

Primary Office Location:

626 Washington Place. Pittsburgh, Pennsylvania. 15219

Join our team. Make a difference - for us and for your future.

**Please note: this on-site position is based at our Financial Center in Pittsburgh, PA. Candidates must be local, or willing to relocate to the area.**

**FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.**

At First National Bank, we value relevant experience and the accomplishments you’ve achieved throughout your career. For this position, equivalent experience may be considered in lieu of the education requirements listed below. Specifically, we will accept two (2) years of commensurate experience with an associate degree, or four (4) years of commensurate experience without a bachelor’s degree.**

Core Required Technical Skills

• ITIL v4 Foundation certification required; ITIL Managing Professional, Strategic Leader, or equivalent advanced ITIL certification preferred.
• Minimum of five (5) years of experience leading Major Incident Management within a large enterprise IT environment.
• Demonstrated experience administering enterprise IT Service Management (ITSM) platforms, including Incident, Change, Problem, Knowledge Management, and CMDB processes.
• Experience administering xMatters or comparable enterprise incident notification, on-call scheduling, and stakeholder communications platforms.
• Strong understanding of ITIL Incident, Problem, Change, Availability, and Service Level Management practices.
• Experience coordinating enterprise-wide Major Incidents, facilitating executive bridge calls, and providing clear communications to technical and business stakeholders.
• Experience conducting post-incident reviews, Root Cause Analysis (RCA), corrective action tracking, and continual service improvement initiatives.
• Experience developing operational dashboards and reporting utilizing KPIs such as MTTD, MTTA, MTTR, SLA attainment, and incident trend analysis.
• Experience supporting highly regulated industries with strong operational risk, audit, and compliance requirements.
• Excellent written and verbal communication skills with the ability to lead cross-functional technical teams during high-impact production incidents.

Nice to Have

• ITIL Managing Professional (MP), Strategic Leader (SL), or ITIL Master certification.
• Experience with Ivanti Neurons ITSM and workflow automation.
• Experience integrating xMatters with Ivanti, Microsoft Teams, monitoring platforms, and enterprise automation tools.
• Familiarity with enterprise observability and monitoring platforms such as Dynatrace, ControlUp, SolarWinds, or ThousandEyes.
• Experience with AI-assisted operations (AIOps), event correlation, predictive analytics, and intelligent incident triage.
• Demonstrated ability to drive continual service improvement through automation, operational metrics, and process maturity.

Position Title: IT Incident Manager

Business Unit: Technology

Reports to: Director of Service Quality

Position Overview: The IT Incident Manager is responsible for coordinating troubleshooting and remediation efforts during major incidents with the goal of minimizing the scope and duration of technology outages. Additionally, the IT Incident Manager conducts formal postmortems to document incident root cause, identifies corrective actions, and drives process improvements.

Primary Responsibilities:

Defines and drives adoption of formal IT Incident Management practice with strong integration to other ITIL practices (Change Management/Problem Management). Builds highly repeatable processes to enable swift response to system outages. Defines performance targets.

Implements tools and processes to ensure responders and stakeholders are engaged and aware when outages occur.

Initiates formal IT Incident response during outages and coordinates resources to resolve issues with minimal business impact. Works collaboratively with NOC to capture incident details for analysis.

Conducts formal postmortems for all P1 incidents to identify opportunities for IT process improvements. This includes evaluation of vendor performance during remediation efforts.

Liaises effectively with Corporate Emergency Management to address requirements for strategic response by the business. This activity focuses primarily on mitigating customer impacts and protecting FNB's reputation.

Conducts regular mock drills to guarantee organizational readiness when responding to a wide array of technology incident scenarios.

Produces robust reporting/metrics to show trending versus defined performance targets.

Performs other related duties and projects as assigned.

All employees have the responsibility and the accountability to serve as risk managers for their businesses by understanding, reporting, responding to, managing and monitoring the risk they encounter daily as required by F.N.B. Corporation’s risk management program.

F.N.B. Corporation is committed to achieving superior levels of compliance by adhering to regulatory laws and guidelines. Compliance with regulatory laws and company procedures is a required component of all position descriptions.

Minimum Level of Education Required to Perform the Primary Responsibilities of this Position:

Associates

Minimum # of Years of Job Related Experience Required to Perform the Primary Responsibilities of this Position:

5

Skills Required to Perform the Primary Responsibilities of this Position:

• Excellent organizational, analytical and interpersonal skills
• Detail-oriented
• Excellent customer service skills

Licensures/Certifications Required to Perform the Primary Responsibilities of this Position:

N/A

Physical Requirements or Work Conditions Beyond Traditional Office Work:

N/A

Equal Employment Opportunity (EEO):

It is the policy of F.N.B. Corporation (FNB) and its affiliates not to discriminate against any employee or applicant for employment because of age, race, color, religion, sex, national origin, disability, veteran status or any other category protected by law. It is also the policy of FNB and its affiliates to employ and advance in employment all persons regardless of their status as individuals with disabilities or veterans, and to base all employment decisions only on valid job requirements. FNB provides all applicants and employees a discrimination and harassment free workplace.

FNB will not provide sponsorship for employment-based visas for this position; only candidates who are legally authorized to work in the U.S. will be considered.