Incident and Problem Management Event Specialist

Job Description

At Regions, the Incident and Problem Management Event Specialist supports incident response processes, guiding incidents to resolutions as quickly and completely as possible. This position serves as the primary point of contact and source of information about incidents. Additionally, this position ensures proper documentation is in place regarding current and potential incidents.

• Assesses incidents and makes informed decisions, coordinates resources, and tracks each stage of the resolution process
• Monitors events from start to finish, coordinating with team members to obtain regular status reports and prioritizing next steps
• Escalates issues to senior developers when necessary to reach resolutions in a timely manner
• Contributes to the Incident and Problem Management portion of the post‑mortem process, including drafting documents for knowledge‑sharing, presenting important information, and making recommendations on how to prevent or lessen the impact of future incidents
• Creates playbooks and roadmaps for potential events, ensuring that next‑steps and backup plans are ready before and during incidents
• Ensures compliance with risk management programs, rules and regulations, and cybersecurity practices; identifies opportunities for and supports process improvements; applies disciplined change management practices

This position requires the tracking of time and is eligible for overtime for hours worked in excess of 40 per week under the Fair Labor Standards Act.

• High School Diploma or GED
• Three (3) years of experience in a related field

• Degree in a technical field
• Experience in an incident management and/or incident commander role
• Experience with major incidents as participant or observer

• Ability to make quick decisions with confidence
• Ability to interpret and ensure compliance with applicable rules, regulations, and industry guidance
• Ability to take command in high‑stress situations when needed
• Ability to work in a team environment when applicable
• Ability to work under limited guidance
• Ability to work under pressure and meet deadlines
• Advanced knowledge of incident management best practices and systems
• Demonstrated analytical/problem solving capabilities
• Excellent listening skills and absorb information effectively
• Strong verbal, written communication, and organizational skills

• Major Incident Coordination
  • Lead bridge calls for Major Incidents (Sev 1 / Sev
    2), ensuring rapid engagement of appropriate technical teams
  • Drive incident triage, prioritization, and escalation in alignment with defined SLAs
• Communication & Stakeholder Management
  • Provide clear, concise, and timely updates to business stakeholders, leadership, and impacted users
  • Maintain standard communication cadence during incidents and ensure executive readiness
• Service Restoration Focus
  • Ensure teams remain focused on restoring service quickly, rather than root cause during active incidents
  • Remove blockers and facilitate decision‑making across technology teams
• Process Execution & Compliance
  • Follow established Major Incident Management procedures and ITIL best practices
  • Ensure proper documentation of incidents in Service Now (or equivalent ITSM platform)
• Post‑Incident Activities
  • Support post‑incident reviews (PIRs) by documenting timelines and contributing insights
  • Identify opportunities for process improvement and recurring issue reduction
• Continuous Improvement
  • Contribute to enhancements in incident response playbooks, communication templates, and workflows
  • Assist in developing operational maturity around incident management

• 2–5 years of experience in:
  • IT Service Management (ITSM), Incident Management, or Operations Support
• Familiarity with Major Incident Management processes
• Experience using Service Now
• Strong communication skills, including ability to interact with technical teams and business stakeholders
• Ability to remain calm and organized in high‑pressure situations
• Basic understanding of IT infrastructure (applications, networks, databases)

• ITIL v4 Foundation certification (or working toward certification)
• Experience in…