Seacoast Bank · 8 hours ago
IT Service Management Incident Manager
West Palm Beach, FL
Full-time
Onsite
Senior Level
5+ years expSeacoast Bank is seeking an IT Service Management Incident Manager responsible for building, implementing, and managing the IT Incident Management program in alignment with ITIL best practices. This role focuses on ensuring rapid restoration of IT services during incidents, minimizing business impact, and driving continuous improvement through root cause analysis.
BankingFinancial ServicesLending
Responsibilities
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
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
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
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
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
Ensure that IT Incident Management practices comply with all relevant regulations, standards, and policies, particularly those related to financial services and data security
Qualification
Required
Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent experience)
ITIL Foundation certification required
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
Preferred
ITIL Intermediate or Expert preferred
ServiceNow ITSM certification or hands-on experience strongly preferred
Company
Seacoast Bank
Since 1926, Seacoast Bank has succeeded through a clear vision, planned strategic growth and talented, professional employees.
1001-5000 employees
H1B Sponsorship
Seacoast Bank has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2024 (4)
2021 (3)
Funding
Current Stage
Public CompanyTotal Funding
$9.19M2014-12-31Post Ipo Equity· $9.19M
1984-02-03IPO
Leadership Team
Juliette P. Kleffel
Executive Vice President, Chief Operating Officer
Recent News
2025-12-09
Yahoo Finance
2024-12-28
2024-12-28
Company data provided by crunchbase