Major Incident Response Lead

westernalliancebank; Phoenix (AZ); On-site; USD 110,000 - 160,000; Full time

Job summary

Western Alliance Bank invites an experienced Critical Response Coordinator to join our IT operations team in Phoenix. As Staff IT Analyst II, you will lead major incident response activities, review incident processes, and drive restoration timelines across IT, Product, NOC, and security teams.

You will develop incident artifacts, bridge notes, and executive communications, coordinating with cross-functional subject-matter experts to validate impact, track actions, and sustain continuous

Qualifications

• 5+ years in IT Operations, Major Incident Management, or related field.
• Bachelor's degree in a technical or business-technology discipline.
• Major Incident Management certification or equivalent practical experience preferred.
• ITIL Foundation certification preferred.
• Strong analytical and communication skills in high-pressure incidents.
• Familiarity with risk, compliance, or governance in financial services is a plus.

Responsibilities

• Lead activities that support incident response and restoration during major incidents and high-impact events.
• Develop and review incident artifacts describing state processes, ownership, timelines, and metrics.
• Facilitate bridge calls with IT, Product, NOC, engineering, observability, and security teams.
• Prepare executive communications, timelines, and post-incident documentation.
• Collaborate with cross-functional teams to drive incident resolution and post-incident improvements.

Skills

Incident management

Stakeholder engagement

Bridge calls facilitation

Communication

Cross-functional collaboration

Education

Bachelor's degree in CS/IT/IS/Business

Major Incident Management certification or equivalent

ITIL Foundation certification

Tools

MS Office

Visio

Lucidchart

Job description

Western Alliance Bank invites an experienced Critical Response Coordinator to join our IT operations team in Phoenix. As Staff IT Analyst II, you will lead major incident response activities, review incident processes, and drive restoration timelines across IT, Product, NOC, and security teams.

You will develop incident artifacts, bridge notes, and executive communications, coordinating with cross-functional subject-matter experts to validate impact, track actions, and sustain continuous