Service Management Practice Analyst II – Major Incident Manager at Jack Henry

Compensation

$74,750 – $91,000/yr

Setup: Remote
Type: Full-time
Level: mid
Posted: Sep 23, 2026

Description

Jack Henry is hiring a Major Incident Manager II to coordinate and manage routine to moderately complex technology and business service disruptions, facilitate incident response and stakeholder communications, track restoration activities, maintain incident records, and support post-incident reviews and continuous improvement. The role works remotely within the United States except California, may require an onsite interview or onboarding, and is ineligible for immigration sponsorship. The salary range is $74,750 to $91,000.

Required Skills

Incident management
ITSM
ServiceNow
Stakeholder communication
Root cause analysis
Problem management
Service continuity

Additional Information

Required Previous Experiences: At least 18 months of experience in IT operations, infrastructure, networking, cybersecurity, systems administration, or supporting software applications
Experience coordinating cross-functional teams during service disruptions, outages, or operational major incidents
Experience facilitating incident response activities and stakeholder communications in a production support environment
Preferred Qualifications: Bachelor’s degree in an IT-related field
Comprehensive knowledge of major incident management processes and best practices
Strong understanding of IT infrastructure, applications, service delivery models, and technology operations
Sound judgment in evaluating situations and determining escalation requirements
Analytical and problem-solving skills
Excellent verbal and written communication skills
Facilitation and stakeholder management skills
Ability to analyze incident data and operational metrics
Knowledge of root cause analysis, problem management, service continuity, and operational resilience
Ability to manage multiple priorities in high-pressure situations
Strong organizational and documentation skills
Knowledge of ITIL principles and service management frameworks
Experience supporting continuous improvement and operational process enhancements
Translation Company Name: Jack Henry & Associates, Inc