Position Overview

The Major Incident Manager leads a team and executes practices in Major Incident and Problem Management functions within an Information Technology service management methodology (ITIL). Monitors and analyzes monthly metric reporting.

Key Accountabilities

• Leads a team of professionals in managing the day to day operations of Information Technology Major Incident and Problem Management. This includes providing communication, facilitation and recording of active incidents as well as facilitation and management of the Root Cause Analysis (RCA) process (Problem Management) and monitoring implementation of corrective actions.


• Performs full life cycle of Major Incident and Problem Management processes, to adhere to corporate standards and governance.


• Collaborates with appropriate stakeholders and management teams to ensure all support guidelines are met as well as meets with stakeholders to understand business structure and requirements to manage business Playbooks.


• Responsible for providing metrics reporting and analytics for Major Incident and Problem Management to appropriate Leadership and Committee's. Monitors the effectiveness of the Major Incident and Problem Management program.


• Works with the service management tool team to design analytic performance improvements for Major Incident and Problem Management.

• 5-7 years of related experience


• Bachelor degree or equivalent experience


• Strong knowledge of ServiceNow and general knowledge of multiple Information Technology domains. Strong communication and organizational skills.


• Required - ITIL 4 Foundation Level


• Preferred - ITIL 4 Managing Professional

Founded in 1991 with the idea to be the alternative to the big banks, Wintrust has since grown into a financial services company with more than $36 billion in assets, headquartered in Rosemont, Illinois. Through our multiple companies and divisions, we provide traditional community banking and commercial banking services, wealth management solutions, commercial and life insurance premium financing, mortgage origination, and short-term accounts receivable financing and certain administrative services, such as data processing of payrolls, billing, and treasury management services. We provide community-oriented personal and business banking services to customers located in the greater Chicagoland area, northwest Indiana, and southern Wisconsin through more than 175 community bank locations.

We provide an engaging, dynamic work environment, an excellent compensation package including 401k, employee stock purchase plan, medical/dental, life insurance and more!

Wintrust Financial Corporation, including community banking and financial services subsidiaries, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, citizenship status, sex, sexual orientation, gender identity and expressions, genetic information, marital status, age, disability, or status as a covered veteran. We request applicants refrain from disclosing current or historical compensation information during the recruitment process; any disclosed detail will not be taken into account as applicants are considered for employment.