IT Operations Center Analyst - Incident & Response

First Horizon Bank; Maryville (TN); On-site; USD 42,000 - 65,000; Full time

Job summary

First Horizon Bank is seeking a Technology Operations Center Agent to monitor enterprise alerts, triage operational issues, document incident activity, and coordinate with support teams to restore service. The role follows established runbooks to assess impact and maintain clear shift documentation.

The position involves monitoring dashboards and ticketing systems, creating and updating incident records, and coordinating with internal teams and vendors for timely service restoration.

Responsibilities

• Monitor enterprise alerts, dashboards, email queues, and ticketing systems for operational events.
• Assess alerts and reported issues to determine impact, urgency, and appropriate next steps.
• Create, update, and maintain accurate incident and service records in the ticketing system.
• Provide initial triage and coordination for incidents, service interruptions, and operational support needs.
• Route and escalate issues to the appropriate internal support teams or external vendors according to established procedures.
• Support major incident response activities, including coordination, documentation, and stakeholder updates.
• Follow established runbooks, procedures, and operational standards for recurring events and support scenarios.
• Coordinate with technology teams, business contacts, and vendors to support timely service restoration.
• Track incident progress, perform follow-up communication, and help ensure ownership and next steps are clear.
• Maintain shift turnover notes, handoff updates, and operational tracking records for shift continuity.
• Review planned change activity and operational notifications to support monitoring awareness and post-change validation.
• Assist with maintaining knowledge articles, procedures, and reference materials.
• Communicate clearly and professionally with technical teams, leadership, and business stakeholders.

Job description

First Horizon Bank is seeking a Technology Operations Center Agent to monitor enterprise alerts, triage operational issues, document incident activity, and coordinate with support teams to restore service. The role follows established runbooks to assess impact and maintain clear shift documentation.

The position involves monitoring dashboards and ticketing systems, creating and updating incident records, and coordinating with internal teams and vendors for timely service restoration.