Major Incident Commander

bannerhealth; États-Unis; À distance; USD 120 000 - 180 000; Plein temps

Résumé du poste

Banner Health seeks a Major Incident Commander to lead high‑impact IT incidents, coordinate technical and business partners, and drive rapid restoration to protect patient care. The role supports 24x7 operations with variable shifts and can be remote for eligible U.S.

states; location: United States. As a strategic leader, you will shape Major Incident Management practices, mentor the incident response team, and partner with senior leaders to turn incidents into measurable improvements.

Qualifications

• Associate's degree and 2+ years of IT operations or incident management experience.
• Experience leading high-severity, enterprise-impacting incidents.
• Strong facilitation and executive communication skills.
• Ability to work variable shifts and respond to 24x7 alerts.

Responsabilités

• Lead complex major incident bridge calls and communication channels.
• Provide guidance to Coordinators and support Major Incident Commanders during events.
• Review incident records, timelines, and logs for quality and audit readiness.
• Refine outage notifications and status updates for clarity and impact.
• Evaluate monitoring performance and drive improvements to alerting and response workflows.
• Collaborate with Problem Management to identify systemic issues and preventive actions.
• Analyze major incident SLAs and KPIs to drive improvements.
• Update playbooks, escalation paths, and templates based on post-incident reviews.
• Maintain knowledge of enterprise platforms and downtime procedures; mentor others.
• Exercise incident command authority to determine severity and when incidents are resolved.

Connaissances

Incident leadership

Executive communication

Mentoring

Cross-functional collaboration

Problem-solving under pressure

Formation

Associate's degree

Description du poste

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

• 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.
• Reviews incident records, timelines, and activity logs for quality, accuracy, and audit readiness. Identifies opportunities for improvement.
• Oversees and refines outage notifications and status updates. Ensures messaging is clear, audience-appropriate, and aligned with business and clinical impact.
• Evaluates monitoring and alerting performance across systems. Drives improvements to alerting strategy, routing, and response workflows.
• Collaborates closely with Problem Management to improve RCA quality, identify systemic issues, and recommend preventive or corrective actions to reduce repeat incidents.
• Analyzes and interprets major incident SLAs and KPIs. Recommends process, tooling, or operational changes to improve performance and reliability.
• Leads updates to playbooks, escalation paths, and communication templates based on post-incident reviews, exercises, and operational experience.
• Maintains deep knowledge of enterprise platforms, incident response processes, stakeholders, and downtime procedures. Serves as a subject matter expert and mentor.
• 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 p