Major Incident Coordinator

Department: IT Service Operations

About the role

As a Major Incident Coordinator on the Banner Health Critical Response team, 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.

Schedule

Monday–Friday, 2:00 PM – 10:30 PM AZ Time. This position is remote for residents of 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.

Responsibilities

• Work assigned shift to support and help coordinate major incident bridge calls and collaboration channels.
• Participate in 24/7 on-call rotation as required.
• Create, update, and maintain incident records, timelines, and activity logs, including tracking incident actions, escalations, and service restoration confirmations.
• Publish approved outage notifications and status updates using standard templates.
• Follow established communication standards and escalation guidance.
• Monitor dashboards and system alerts across designated platforms; validate alert accuracy, paging accuracy, and bridge workflows; report gaps or ongoing issues.
• Ensure Root Cause Analysis (RCA) documents are completed for assigned incidents and document findings in ServiceNow; track corrective actions and verify closure of known errors.
• Adhere to high-priority incident response time SLAs and support KPI data collection (MTTR, incident counts, communication timeliness).
• Maintain accuracy of playbooks, contact lists, and templates; flag required updates to senior coordinators or management.
• Maintain up-to-date knowledge of enterprise technology platforms, security policies, major incident processes, core stakeholders, and downtime procedures.

Requirements

• 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.
• Willingness to work variable shifts and respond to 24/7 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.
• 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.

Pay

Estimated pay range: $27.72 – $46.20 per hour. 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.

Benefits

Banner Health offers a variety of health and financial security options, including medical, dental, vision, retirement plans, life insurance, paid time off, and more, to help you and your family focus on your well-being and career.