This role pays less than
99%
of similar roles. Most pay
$117,000–$179,625
— the shaded band above.
At the midpoint, this role pays about
$83k
versus about
$148k
for comparable roles.
Based on 240 similar postings.
Employer
About Jack Henry & Associates
Jack Henry & Associates is a US-based financial technology company providing core processing, payment, and digital banking software and services to banks and credit unions.
Jack Henry & Associates currently has
55 open roles
on FindRole.
Listed pay typically runs
$80,750–$123,450
across 12 roles with salary data.
Service Management Practice Analyst II – Major Incident Manager at Jack Henry & Associates, Inc. serves as a central point of coordination to manage high-impact technology and business service disruptions. This role involves coordinating response activities, facilitating bridge calls with technical teams, and providing timely communications to stakeholders, vendors, and leadership to ensure rapid service restoration. The position requires managing routine to moderately complex incidents while performing post-incident reviews, tracking corrective actions, and contributing to continuous improvement initiatives for operational stability. Candidates should possess at least 18 months of experience in IT operations, infrastructure, networking, or cybersecurity. Required skills include familiarity with ITSM tools like ServiceNow, incident tracking systems, and production support environments. The role addresses the critical business problem of minimizing customer impact during outages by managing complex technical incidents within a fast-paced service management framework.
Coordinate and manage high-impact technology and business service disruptions to ensure timely restoration.
Facilitate major incident bridge calls and collaborate with technical teams to resolve critical issues.
Provide accurate, real-time communications to stakeholders, leadership, and customers using approved templates.
Execute escalation procedures to engage additional resources, vendors, or management as required.
Maintain detailed records, timelines, and documentation throughout the entire incident lifecycle.
Participate in post-incident reviews to identify lessons learned and drive process improvements.
Analyze incident data and metrics to identify trends for enhancing operational effectiveness.
Provide guidance and knowledge sharing on incident management practices to less experienced peers.
What we're looking for
Minimum of 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.
Familiarity with ITSM tools, incident tracking systems, or operational reporting processes like ServiceNow.
Ability to participate in on-call rotations and support critical incidents outside of normal business hours.
Bachelor’s degree in an IT related field (preferred).
Comprehensive knowledge of Major Incident Management processes, methodologies, and industry best practices (preferred).
Knowledge of ITIL principles and service management frameworks (preferred).
SQL
AWS
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Python
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Power BI
Tableau
QuickSight
Jira
Confluence
Agile
Scrum
DevSecOps
Data Governance
Machine Learning
Root Cause Analysis
ITIL