IT Service Management Manager

Overview

This is a remote role that may only be hired in the following location(s): AZ, FL, GA, NC and TX.

This position enhances the operational reliability, resilience, and stability of enterprise IT services through effective Major Incident Management practices. The role is responsible for leading the response to high-impact incidents, minimizing business disruption, and restoring service as quickly as possible. Facilitates the development and maturity of IT service management capabilities by driving continuous improvement across incident, problem, and change processes. Serves as a key technical and process leader during critical events and ensures compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards and regulations. Ensure that incident response procedures, post-incident reviews, and process improvements are properly documented, implemented, and managed throughout their lifecycle.


Responsibilities

• Responsibilities:
  
  • Major Incident Management & Process Improvement
    Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution. Drives continuous improvement of incident management processes, runbooks, and response frameworks to enhance operational effectiveness. Conducts post-incident reviews (PIRs) to identify root causes and preventative measures. Ensures incidents, problems, and associated changes are managed efficiently while maintaining service levels across platforms.
  • Incident Command & Coordination
    Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes clear roles, timelines, and action plans during incident bridges. Removes blockers and ensures timely decision-making under pressure.
  • Reporting & Analytics
    Responsible for documenting incidents, producing executive-level reports, and tracking key performance metrics such as MTTR (Mean Time to Restore), MTTD (Mean Time to Detect), incident volume, and SLA adherence. Monitors trends and provides data-driven insights to improve service reliability and reduce recurring issues.
  • Collaboration
    Partners with infrastructure, application, cybersecurity, and business teams to drive swift resolution of major incidents and improve long-term service resilience. Collaborates with Problem Management to ensure root cause analysis is completed and corrective actions are tracked. Supports Change Management to reduce incident risk from changes.
  • Communication
    Provides clear, concise, and timely communication to stakeholders at all levels during major incidents, including executive leadership. Publishes incident summaries, status updates, and post-incident reports. Ensures communication standards are met during high-pressure scenarios with a focus on transparency and business impact.
  • Governance & Compliance
    Ensures adherence to ITIL and organizational ITSM standards. Supports audit and compliance requirements related to incident and change management processes. Maintains documentation, playbooks, and escalation procedures.
  • Training & Enablement
    Leads or supports training for IT teams on incident response procedures, tools, and best practices. Promotes a culture of operational excellence and continuous improvement.

Qualifications

Qualifications:

Bachelor's Degree and 6 years of experience in Operational Information Technology services and support including processes, programs, and procedures
OR
High School Diploma or GED and 10 years of experience in Operational Information Technology services and support including processes, programs, and procedures

Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at

License or Certification Type:

• ITIL Certification (v3 or v4) - Preferred
• Six Sigma (Green Belt or higher) - Preferred

Preferred Experience:

• 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
• Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
• Strong experience with ITSM tools (e.g., ServiceNow , BMC Remedy, or similar)
• Demonstrated success in reducing MTTR and improving incident response maturity
• Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
• Ability to manage high-pressure situations , make rapid decisions, and coordinate distributed teams
• Strong understanding of infrastructure, applications, cloud platforms and networking concepts
• Excellent executive communication and stakeholder management skills
• Familiarity with SRE principles , observability tools, and event management frameworks is a plus