Major Incident Commander

Department Name:

IT Service Operations

Work Shift:

Evening

Job Category:

Information Technology

Estimated Pay Range:

$40.91 - $68.19 / hour, based on location, education, & experience.

In accordance with State Pay Transparency Rules.

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 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 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.

EEO Statement:

EEO/Disabled/Veterans

Our organization supports a drug-free work environment.

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