IT Service Management Incident Manager

LOCATION: This position can be located at any Seacoast Bank office within the state of Florida

JOB SUMMARY:

The IT Service Management Incident Manager is responsible for building, implementing, and managing the Seacoast IT Incident Management program in alignment with ITIL best practices.

This role ensures rapid restoration of IT services during incidents, minimizes business impact, and drives continuous improvement through root cause analysis and Problem Management. A critical aspect of this position is facilitating all aspects of major incident management, including coordination, communication, and resolution. The role also serves as a backup for IT Change Management and other ITIL-based processes within the IT Service Management team. Seacoast utilizes ServiceNow as its ITSM platform.

The ideal candidate will have a solid technical foundation across enterprise IT environments, including infrastructure (servers, networks, storage), cloud platforms, application ecosystems, and cybersecurity principles, combined with hands-on experience in IT Service Management tools such as ServiceNow.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Incident Management Program Leadership

• Develop and maintain a comprehensive Incident Management framework, including policies, workflows, and escalation procedures.
• Define severity levels, response timelines, and communication protocols for major incidents.
• Ensure compliance with ITIL standards and banking regulatory requirements.

Major Incident Facilitation & Coordination

• Act as the Incident Commander during major incidents, ensuring structured facilitation from detection to resolution.
• Lead all aspects of major incident management, including:
• Rapid assessment of impact and urgency.
• Mobilization of technical resources across infrastructure, applications, and vendors.
• Facilitation of war rooms (virtual or physical) to drive resolution efforts.
• Clear and timely communication to stakeholders, including executive leadership, business units, and external partners.
• Maintain detailed incident logs and produce executive-level post-incident reports with actionable recommendations.
• Ensure lessons learned are documented and integrated into Problem Management processes.

Problem Management

• Drive root cause analysis for recurring incidents and systemic issues.
• Maintain and update the Known Error Database (KEDB) and ensure permanent fixes are implemented.
• Collaborate with engineering and application teams to reduce incident frequency and improve system resilience.

ITSM Support & Backup Responsibilities

• Serve as a backup for IT Change Management, including CAB facilitation, risk assessment, and change approvals.
• Assist in other ITIL-based processes such as Configuration, Release, and Knowledge Management when required.

Continuous Improvement & Reporting

• Monitor incident trends and recommend process improvements to reduce Mean Time to Resolution (MTTR).
• Utilize ServiceNow dashboards and reporting tools to track KPIs, SLAs, and compliance metrics.
• Conduct regular training and awareness sessions for IT teams on incident and problem management best practices.

Compliance & Risk Management

• Ensure that IT Incident Management practices comply with all relevant regulations, standards, and policies, particularly those related to financial services and data security.

EDUCATION and EXPERIENCE:

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience).
• ITIL Foundation certification required; ITIL Intermediate or Expert preferred.
• ServiceNow ITSM certification or hands-on experience strongly preferred.
• Minimum 5+ years in IT Service Management roles, with at least 3 years focused on Incident and Problem Management.
• Proven track record of facilitating major incident management in a financial services or highly regulated environment.
• Experience with ITIL processes including Change, Configuration, and Release Management.
• Hands-on experience with ServiceNow or similar ITSM platforms.
• Strong facilitation and leadership skills for managing high-pressure major incidents.
• Exceptional communication and stakeholder management skills, including executive-level reporting.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Familiarity with regulatory compliance requirements in banking (e.g., FFIEC, SOX).
• Analytical and problem-solving skills with the ability to identify patterns and trends.

The Statements above are intended to describe the general nature and level of work being performed by people assigned to this position. They are not intended to be an exhaustive list of responsibilities, duties, and skills. Because these statements are general, the job description is used for a variety of purposes including job evaluations; performance reviews; recruitment; etc. All Associates are required to adhere to the highest legal and ethical standards applicable to our industry. It is the policy of Seacoast Bank that all Associates will be familiar and compliant with all regulatory, legal, ethical and Bank risk mitigation requirements pertaining to both our industry and their individual roles. This includes the on time, successful completion of annual required training post-hire and effective execution of role responsibilities.

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