IT Operations & Incident Coordination Specialist

First Horizon Bank; Lafayette (LA); On-site; USD 42,000 - 64,000; Full time

Job summary

First Horizon Bank in Lafayette, Louisiana is seeking a Technology Operations Center Agent to monitor alerts, triage issues, document incidents, and coordinate with support teams to restore service. This position is based in Lafayette, LA and is full-time.

The role follows established runbooks and procedures to assess impact, escalate issues, support major incidents, and maintain thorough shift turnover notes for continuity. Strong communication and cross-team collaboration are essential.

Qualifications

• High School Equivalent required.
• Strong communication and coordination skills.

Responsibilities

• Monitor enterprise alerts, dashboards, email queues, and ticketing systems for operational events.
• Assess alerts and reported issues to determine impact, urgency, and 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 elevate issues to appropriate internal support teams or external vendors per 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 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.
• Assist with maintaining knowledge articles, procedures, and reference materials.
• Communicate clearly and professionally with technical teams, leadership, and business stakeholders.
• Perform all other duties as assigned.

Education

High School Equivalent

Job description

First Horizon Bank in Lafayette, Louisiana is seeking a Technology Operations Center Agent to monitor alerts, triage issues, document incidents, and coordinate with support teams to restore service. This position is based in Lafayette, LA and is full-time.

The role follows established runbooks and procedures to assess impact, escalate issues, support major incidents, and maintain thorough shift turnover notes for continuity. Strong communication and cross-team collaboration are essential.