Major Incident Manager III

At Jack Henry, we’re more than a technology company, we’re a force for good in financial services. We’re redefining how community banks and credit unions connect with the people they serve. Our mission is rooted in people inspired innovation, empowering financial institutions to deliver seamless, secure, and human centered experiences. We deliver cutting-edge solutions that are paving the way for the next generation of digital banking and payments, but our true impact begins with our associates.  If you're ready to help transform an industry and grow with a company that values purpose, collaboration, and excellence then we’d love to meet you. 

Are you looking to make an impact when it matters most? As a Major Incident Manager III, you will serve as a central leader during critical incidents, bringing together technical experts and business partners to restore services quickly and effectively. This role is instrumental in reducing business impact, maintaining operational stability, and delivering exceptional client experiences through decisive coordination, communication, and problem-solving. If you enjoy working in fast-paced environments, leading through complex challenges, and driving meaningful outcomes, this is an opportunity to make a visible difference across the organization. The role also offers opportunities to collaborate and grow through occasional travel, up to 10%, for team meetings, training events, conferences, and other business-related activities.

This position may be worked remotely within the United States, with the exception of California. All positions, regardless of location, may require an onsite interview or in-person onboarding requirement to verify your identity.  

This position is ineligible for immigration sponsorship and support. Please do not apply if at any time you will need immigration support now or in the future (i.e., H-1B, PERM). 

The salary range for this position is $65,900- $85,000 and will be determined based on location and experience level.

What you’ll be responsible for:

• Lead and coordinate the response to moderately complex and complex major incidents, ensuring timely restoration of critical business services and technology systems.
• Assess major incident impact, urgency, and business risk to determine appropriate response, escalation, and communication strategies.
• Facilitate major incident bridge calls, direct major incident response activities, and drive accountability across technical support teams, vendors, and business stakeholders.
• Exercise sound judgment in identifying and resolving challenges, managing competing priorities, and removing barriers that may impact service restoration efforts.
• Develop and deliver timely, accurate, and audience-appropriate communications to leadership, business stakeholders, customers, and technical teams.
• Coordinate cross-functional resources and manage escalations involving senior leadership, executives, third-party vendors, and critical support teams.
• Monitor major incident progress, identify risks to resolution, and proactively drive actions necessary to minimize business and customer impact.
• Maintain comprehensive major incident documentation, timelines, decisions, and communication records throughout the major incident lifecycle.
• Lead or facilitate post-incident reviews, ensuring root cause findings, lessons learned, and corrective actions are documented and tracked to completion.
• Analyze major incident trends, recurring issues, and operational performance metrics to identify opportunities for process and service improvements.
• Participate in the development and enhancement of major incident management procedures, playbooks, communication standards, and operational best practices.
• Serve as a subject matter resource for major incident management processes and provide guidance and mentoring to less experienced team members.
• May perform other job duties as assigned. 

What you’ll need to have:

• Familiarity with IT Service Management (ITSM) tools, incident tracking systems, or operational reporting processes (e.g., ServiceNow).
• Experience coordinating cross-functional teams during service disruptions, outages, or operational major incidents.
• Experience facilitating major incident response activities and stakeholder communications in a production support environment.
• Ability to participate in on-call rotations and support critical major incidents outside of normal business hours as required.

What would be nice for you to have:

• Comprehensive knowledge of Major Incident Management processes, methodologies, and industry best practices.
• Strong understanding of IT infrastructure, applications, service delivery models, and technology operations environments.
• Ability to independently manage moderately complex to complex major incidents while balancing business priorities, technical requirements, and customer impact.
• Demonstrated ability to exercise sound judgment in evaluating situations, selecting appropriate response strategies, and determining escalation requirements.
• Strong analytical and problem-solving skills with the ability to assess information quickly and drive resolution efforts.
• Excellent verbal and written communication skills, including the ability to tailor communications for technical teams, business stakeholders, executive leadership, and customers.
• Strong facilitation and stakeholder management skills with the ability to lead discussions, build consensus, and drive accountability across multiple teams.
• Ability to analyze incident data, trends, and operational metrics to identify improvement opportunities and support organizational objectives.
• Working knowledge of root cause analysis, problem management, service continuity, and operational resilience practices.
• Ability to manage multiple priorities and perform effectively in high-pressure, time-sensitive situations.
• Strong organizational skills and attention to detail with the ability to maintain accurate documentation and reporting.
• Assist less experienced peers in the application of major incident management processes and procedures.
• Knowledge of ITIL principles and service management frameworks preferred.
• Experience supporting continuous improvement initiatives and operational process enhancements preferred.

If you got this far, we hope you're feeling excited about this opportunity. Even if you don't feel you meet every single requirement on this posting, we still encourage you to apply. We’re looking for passionate, driven individuals who align with our mission and can bring unique perspectives to our team.

Why Jack Henry?

At Jack Henry, we live by the motto: “Do the right thing, do whatever it takes, and have fun.” It’s more than a tagline, it’s the foundation of our culture. We recognize that our associates are the key to our success, and we’re deeply committed to their wellbeing. That’s why we offer comprehensive benefits designed to support your physical, mental, and financial health so you can thrive both personally and professionally.

We’re also leading the way in technology modernization, helping financial institutions evolve with speed, security, and flexibility. Our strategy focuses on delivering secure data access, mitigating fraud, and enabling seamless integration.  Empowering our teams to build innovative solutions that meet the evolving needs of accountholders.

Culture of Commitment

Ask our associates why they love Jack Henry, and many will tell you it is because our culture is exceptional. We do great things together. Our culture empowers us to rise to challenges, seek new opportunities, and support one another through change. It’s this shared commitment that drives our success. We’re proud to foster an environment where inclusion, sustainability, and community impact are more than values, they’re how we operate.  Visit our Corporate Sustainability site to learn more about our culture and commitment to our people, customers, community, environment, and shareholders.

Equal Employment Opportunity

At Jack Henry, we know we are better together. We value, respect, and protect the uniqueness each of us brings. Innovation flourishes by including all voices and makes our business - and our society - stronger. Jack Henry is an equal opportunity employer and we are committed to providing equal opportunity in all of our employment practices, including selection, hiring, performance management, promotion, transfer, compensation, benefits, education, training, social, and recreational activities to all persons regardless of race, religious creed, color, national origin, ancestry, physical disability, mental disability, genetic information, pregnancy, marital status, sex, gender, gender identity, gender expression, age, sexual orientation, and military and veteran status, or any other protected status protected by local, state or federal law.

No one will be subject to, and Jack Henry prohibits, any form of discipline, reprisal, intimidation, or retaliation for good faith reports or complaints of discrimination of any kind, pursuing any discrimination claim, or cooperating in related investigations.

Requests for full corporate job descriptions may be requested through the interview process at any time.  

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