Major Incident Coordinator

Banner Health; Arizona; Hybrid; USD 38,000 - 64,000; Full time

Job summary

Banner Health in the United States is seeking a Major Incident Coordinator to manage IT service disruptions and drive rapid response. You will monitor for impact, maintain crisp timelines, and ensure process adherence while supporting on-call coverage.

The role requires coordinating cross-functional teams and maintaining thorough documentation. Remote work may be possible for eligible locations; strong communication and ITIL familiarity are preferred.

Qualifications

• Associate’s degree or two years of relevant experience in IT operations, service desk, NOC, or incident management.
• Working knowledge of IT service management concepts and structured incident response.
• Familiarity with desktop and mobile devices, basic network connectivity, and enterprise IT environments.
• Working knowledge of Microsoft Office 365 (Outlook, Teams, Word, Excel).
• Strong written and verbal communication skills.

Responsibilities

• Works assigned shift to support and help coordinate major incident bridge calls and collaboration channels. Participates in 24/7 on-call rotation as required.
• Creates, updates, and maintains incident records, timelines, and activity logs, including tracking incident actions, escalations, and service restoration confirmations.
• Publishes approved outage notifications and status updates using standard templates. Follows established communication standards and escalation guidance.
• Monitors dashboards and system alerts across designated platforms. Validates alert accuracy, paging accuracy, and bridge workflows. Reports on gaps or ongoing issues.
• Ensures Root Cause Analysis (RCA) documents are completed for assigned incidents and documents findings in ServiceNow. Tracks corrective actions and verifies closure of known errors.
• Adheres to high-priority incident response time SLAs and supports KPI data collection (MTTR, incident counts, communication timeliness).
• Maintains accuracy of playbooks, contact lists, and templates. Flags required updates to senior coordinators or management.
• Maintains up-to-date knowledge of enterprise technology platforms, security policies, major incident processes, core stakeholders, and downtime procedures.

Skills

IT operations

NOC

incident management

Microsoft Office 365

Communication skills

Education

Associate's degree or two years of relevant IT experience

Bachelor’s degree in Information Systems or related field

Tools

ServiceNow

Job description

Department Name:

IT Service Operations

Work Shift:

Day

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 steps in when our most critical IT services are disrupted—mobilizing quickly to restore stability, safeguard patient care, and support the teams who depend on technology every minute of the day.

As a Major Incident Coordinator , you will be the operational engine behind our major incident response: monitoring for impact, keeping timelines and documentation crisp and accurate, ensuring process adherence, and helping teams stay aligned under pressure. When incidents are not active, you’ll support operational readiness—so when the next high-severity event hits, we respond faster and smarter. You’ll work under the guidance of the Major Incident Commanders. This role requires variable shifts plus 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 consider.

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 executes the foundational elements of major incident response and supports operational readiness when incidents are not active. This role focuses on reliable execution, accurate documentation, monitoring, and adherence to established processes under the guidance of senior coordinators, incident commanders, and the Major Incident Commander.

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. Works assigned shift to support and help coordinate major incident bridge calls and collaboration channels. Participates in 24/7 on-call rotation as required.
2. Creates, updates, and maintains incident records, timelines, and activity logs, including tracking incident actions, escalations, and service restoration confirmations.
3. Publishes approved outage notifications and status updates using standard templates. Follows established communication standards and escalation guidance.
4. Monitors dashboards and system alerts across designated platforms. Validates alert accuracy, paging accuracy, and bridge workflows. Reports on gaps or ongoing issues.
5. Ensures Root Cause Analysis (RCA) documents are completed for assigned incidents and documents findings in ServiceNow. Tracks corrective actions and verifies closure of known errors.
6. Adheres to high-priority incident response time SLAs and supports KPI data collection (MTTR, incident counts, communication timeliness).
7. Maintains accuracy of playbooks, contact lists, and templates. Flags required updates to senior coordinators or management.
8. Maintains up-to-date knowledge of enterprise technology platforms, security policies, major incident processes, core stakeholders, and downtime procedures.

MINIMUM QUALIFICATIONS

Experience and education as normally obtained through an Associate’s degree or two years of relevant experience in IT operations, service desk, NOC, or incident management.

Working knowledge of IT service management concepts and structured incident response. Familiarity with desktop and mobile devices, basic network connectivity, and enterprise IT environments. Working knowledge of Microsoft Office 365 (Outlook, Teams, Word, Excel).

Strong written and verbal communication skills. Ability to follow defined processes with strong attention to detail. Ability to manage multiple tasks simultaneously while maintaining accuracy and accountability.

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.

Experience using an ITSM platform (e.g., ServiceNow).

Exposure to incident documentation, timelines, or outage communications.

Familiarity with ITIL concepts or completion of ITIL Foundation coursework.

Experience working in a fast-paced, highly regulated or enterprise-scale environment.

Additional related education and/or experience preferred.

Estimated Pay Range:

$27.72 - $46.20 / 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 (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

Privacy Policy:

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability