Major Incident Commander

Banner Health; Phoenix (AZ); Hybrid; USD 57,000 - 96,000; Full time

Job summary

Banner Health seeks an experienced Major Incident Commander to lead high-impact incidents, shape strategy, and mentor the incident practice. You will respond to 24x7 alerts, coordinate cross-functional teams, and drive rapid restoration while maintaining clear, timely communication across leadership and stakeholders.

The role requires flexible evening shifts (Mon-Fri, 2PM-10:30PM AZ) and may be remote for qualified candidates in listed states.

Qualifications

• Associate’s degree and 2+ years IT operations or incident management experience required.
• Proven success leading high-severity, enterprise-impacting incidents.
• Experience developing or refining incident management processes, playbooks, or workflows.
• Advanced facilitation and executive-level communication skills.
• Strong analytical skills to identify systemic issues and operational risk.
• Ability to coach and mentor coordinators and teams.
• Willingness to work variable shifts and respond to 24x7 alerts via mobile or connected platforms.

Responsibilities

• Leads major incident bridge calls and coordinates communication channels with coordinators and incident commanders.
• Reviews incident records and logs to ensure accuracy and audit readiness; identifies improvement opportunities.
• Oversees outage notifications, status updates, and ensures messages align with clinical and business impact.
• Analyzes monitoring and alerting performance; drives improvements to alerting strategy and workflows.
• Mentors the Major Incident Management team and partners with leadership to improve RCA quality and prevent repeats.

Skills

Facilitation

Communication

Analytical thinking

Coaching

Education

Associate's degree

Bachelor's degree (preferred)

Job description

Department Name: IT Service Delivery

Work Shift: Evening

Job Category: Information Technology

Banner Health was named to Fortune’s Most Innovative Companies in America 2025 list for the third consecutive year and named to Newsweek's list of Most Trustworthy Companies in America for the second year in a row. We’re proud to be recognized for our commitment to the latest health care advancements and excellent patient care. The Banner Health Critical Response team leads the charge when our most critical IT services are disrupted—moving fast to restore stability, protect patient care, and support the teams who rely on technology every minute of the day.

As a Major Incident Commander, you are the calm, decisive commander at the center of high-impact incidents—aligning technical teams and business partners, driving rapid restoration, and delivering clear, timely communication throughout. You will also help shape our Major Incident Management strategy, strengthen and mentor the broader incident practice, and partner with leadership to turn every event into measurable, ongoing improvement. This role requires working variable shifts and responding to 24x7 critical alerts via mobile device or other connected platform. The schedule for this role is Monday-Friday, 2PM - 10:30PM AZ Time. This can be a remote position if you live in the following states ONLY: Al, AK, AR, FL, GA, ID, IN, IA, KS, KY, LA, MD,MI, MN, MS, MO, NH, NM, NY, NC, ND, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI AZ CA CO NE NV WY. No other states will be considered.

Your pay and benefits (Total Rewards) are important components of your Journey at Banner Health. Banner Health offers a variety of benefit plans to help you and your family. We provide health and financial security options, so you can focus on being the best at what you do and enjoying your life. Within Banner Health Corporate, you will have the opportunity to apply your unique experience and expertise in support of a nationally-recognized healthcare leader. We offer stimulating and rewarding careers in a wide array of disciplines. Whether your background is in Human Resources, Finance, Information Technology, Legal, Managed Care Programs or Public Relations, you'll find many options for contributing to our award-winning patient care.

POSITION SUMMARY

This position is an expert providing advanced leadership during the highest‑impact incidents and drives continuous improvement of the Major Incident Management practice. This role shapes strategy, mentors the team, and partners closely with leadership across the organization. Working variable shifts and responding to 24x7 critical alerts on a mobile device or other connected platform for service disruptions is required for this role.

CORE FUNCTIONS

1. Leads coordination of complex or high-impact major incident bridge calls and communication channels. Provides guidance to Coordinators and supports Major Incident Commanders during critical events.
2. Reviews incident records, timelines, and activity logs for quality, accuracy, and audit readiness. Identifies opportunities for improvement.
3. Oversees and refines outage notifications and status updates. Ensures messaging is clear, audience-appropriate, and aligned with business and clinical impact.
4. Evaluates monitoring and alerting performance across systems. Drives improvements to alerting strategy, routing, and response workflows.
5. Collaborates closely with Problem Management to improve RCA quality, identify systemic issues, and recommend preventive or corrective actions to reduce repeat incidents.
6. Analyzes and interprets major incident SLAs and KPIs. Recommends process, tooling, or operational changes to improve performance and reliability.
7. Leads updates to playbooks, escalation paths, and communication templates based on post-incident reviews, exercises, and operational experience.
8. Maintains deep knowledge of enterprise platforms, incident response processes, stakeholders, and downtime procedures. Serves as a subject matter expert and mentor.
9. Exercises incident command authority during active major incidents, including determining severity, directing escalation paths, managing risk tradeoffs, and determining when incidents are stabilized or resolved.

MINIMUM QUALIFICATIONS

• 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.

PREFERRED QUALIFICATIONS

• Bachelor’s degree in Information Systems, Computer Science, Healthcare Informatics, Healthcare Administration, Business Administration, or a related field preferred.
• ITIL Intermediate/Managing Professional certification or equivalent experience.
• Experience partnering with senior IT leaders, vendors, or business stakeholders during critical incidents.
• Experience designing or leading tabletop exercises or simulations.
• Experience influencing tooling, alerting, or workflow optimization.
• Additional related education and/or experience preferred.

Estimated Pay Range: $41.73 - $69.55 / hour

Banner Health is committed to pay equity and transparency. The posted compensation range is a reasonable estimate that extends from the lowest to the highest pay Banner Health in good faith believes it might pay for this particular job, based on the circumstances at the time of posting. This range is based on possible base salaries and does not include the value of our total rewards package. Actual pay determined at offer will be based on years of relevant work experience, education, certifications, skills, and geographic location, along with a review of current employees in similar roles to ensure pay equity is achieved and maintained.

EEO Statement: EEO/Disabled/Veterans

Our organization supports a drug‑free work environment.

Banner Health is one of the largest, nonprofit health care systems in the country and the leading nonprofit provider of hospital services in all the communities we serve. Throughout our network of hospitals, primary care health centers, research centers, labs, physician practices and more, our skilled and compassionate professionals use the latest technology to make health care easier, so life can be better. The many locations, career opportunities, and benefits offered at Banner Health help to make the Banner Journey unique and fulfilling for every employee. We are proud to offer a comprehensive benefit package for all benefit‑eligible positions. Please visit our Benefits Guide for more information.