Thank you for your interest in a career at Regions. At Regions, we believe associates deserve more than just a job. We believe in offering performance-driven individuals a place where they can build a career --- a place to expect more opportunities. If you are focused on results, dedicated to quality, strength and integrity, and possess the drive to succeed, then we are your employer of choice.
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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.
Primary Responsibilities
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.
Requirements
High School Diploma or GED
Three (3) years of experience in a related field
Preferences
Degree in a technical field
Experience in an incident management and/or incident commander role
Experience with major incidents as participant or observer
Skills and Competencies
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
Key Responsibilities
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 ServiceNow (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
Preferred Experience:2–5 years of experience in:
IT Service Management (ITSM), Incident Management, or Operations Support
Familiarity with Major Incident Management processes
Experience using ServiceNow
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)
Preferred Qualifications
ITIL v4 Foundation certification (or working toward certification)
Experience in financial services or banking environments
Exposure to:
Problem Management
Change Management coordination during incidents
Familiarity with incident severity classification frameworks and SLAs
Experience using PagerDuty
Key Competencies
Critical thinking and decision facilitation
Strong organizational and multitasking skills
Stakeholder communication and influence
Accountability and ownership mindset
Continuous improvement orientation
What Success Looks Like
Major incidents are coordinated efficiently with minimal delays
Stakeholders receive clear, accurate, and timely updates
Service restoration time meets or exceeds SLAs
High-quality incident records and post-incident documentation
Measurable contribution to improving incident response processes
Regions will not sponsor applicants for work visas for this position at this time. Applicants for this position must be currently authorized to work in the United States on a full-time basis.
This position is intended to be onsite, now or in the near future . Associates will have regular work hours, including full days in the office three or more days a week. The manager will set the work schedule for this position, including in-office expectations. Regions will not provide relocation assistance for this position, and relocation would be at your expense. The locations available for this role are Birmingham, AL, Atlanta, GA, Charlotte, NC.
Position Type Full time
Compensation Details
Pay ranges are job specific and are provided as a point-of-market reference for compensation decisions. Other factors which directly impact pay for individual associates include: experience, skills, knowledge, contribution, job location and, most importantly, performance in the job role. As these factors vary by individuals, pay will also vary among individual associates within the same job.
The target information listed below is based on the Metropolitan Statistical Area Market Range for where the position is located and level of the position.
Job Range Target:
Minimum: $50,500.00 USD
Median: $63,650.00 USD
Incentive Pay Plans: This job is not incentive eligible.
Benefits Information
Regions offers a benefits package that is flexible, comprehensive and recognizes that "one size does not fit all" for benefits-eligible associates. Listed below is a synopsis of the benefits offered by Regions for informational purposes, which is not intended to be a complete summary of plan terms and conditions.
Paid Vacation/Sick Time
401K with Company Match
Medical, Dental and Vision Benefits
Disability Benefits
Health Savings Account
Flexible Spending Account
Life Insurance
Parental Leave
Employee Assistance Program
Associate Volunteer Program
Please note, benefits and plans may be changed, amended, or terminated with respect to all or any class of associate at any time. To learn more about Regions’ benefits, please click or copy the link below to your browser.
https://www.regions.com/about-regions/welcome-portal/benefits
Location Details Riverchase Operations Center
Location: Hoover, Alabama
Equal Opportunity Employer/including Disabled/Veterans
Job applications at Regions are accepted electronically through our career site for a minimum of five business days from the date of posting. Job postings for higher-volume positions may remain active for longer than the minimum period due to business need and may be closed at any time thereafter at the discretion of the company.
