Major Incident Mgr

Major Incident Mgr The Company:  Aflac Columbus The Location:  GA, US, 31999 The Division:  Digital Services Job Id:  8855 Salary Range:  $82,000 - $113,000 Job Posting End Date: 3/29/26   We’ve Got You Under Our Wing We are the duck. We develop and empower our people, cultivate relationships, give back to our community, and celebrate every success along the way. We do it all…The Aflac Way.   Aflac, a Fortune 500 company, is an industry leader in voluntary insurance products that pay cash directly to policyholders and one of America's best-known brands. Aflac has been recognized as Fortune’s 50 Best Workplaces for Diversity and as one of World’s Most Ethical Companies by Ethisphere.com.   Our business is about being there for people in need. So, ask yourself, are you the duck? If so, there’s a home, and a flourishing career for you at Aflac.     Work Designation. Depending on your location within the continental US, this role may be hybrid or remote. If you live within 50 miles of the Aflac offices located in Columbus, GA or Columbia, SC, this role will be hybrid. This means you will be expected to work in the office for at least 60% of the work week. You will work from your home (within the continental US) for the remaining portion of the work week. Details of this schedule will be discussed with your leadership.  If you live more than 50 miles from the Aflac offices located in Columbus, GA or Columbia, SC, this role will be remote. This means you will be expected to work from your home, within the continental US. If the role is remote, there may be occasions that you are requested to come to the office based on business need. Any requests to come to the office would be communicated with you in advance.   What does it take to be successful at Aflac? Acting with Integrity Communicating Effectively Pursuing Self-Development Serving Customers Supporting Change Supporting Organizational Goals Working with Diverse Populations   What does it take to be successful in this role? • Calm, decisive, and results-oriented under pressure.   • Strong analytical skills with the ability to identify patterns and trends.   • High emotional intelligence with the ability to manage diverse teams in stressful situations   • Hands-on experience with enterprise ITSM tools (ServiceNow).   • Background in large-scale, complex IT environments spanning multiple technology domains.   Education & Experience Required Bachelor’s degree in computer science, Business Administration, or related field Four or more years’ experience in IT Service Management environment focusing on incident management Strong knowledge of ITIL practices, with the ability to apply them in a live incident environment Exceptional verbal and written communication skills, with experience delivering updates to senior executives. Proven leadership in high-pressure situations with critical decision-making responsibilities. Or an equivalent combination of education and experience   Principal Duties & Responsibilities • Act as the single point of ownership and command for all major incidents, ensuring rapid and effective resolution.   • Lead cross-functional technical and business teams during high-impact incidents to restore services as quickly as possible.   • Manage the end-to-end major incident lifecycle, from initial detection to post-incident review.   • Conduct root cause analysis and develop corrective action plans to prevent recurrence.   • Facilitate post-incident reviews, documenting lessons learned and improvement opportunities.   • Draft and distribute timely executive-level communications during major incidents, including incident summaries, business impact updates, and resolution timelines.   • Identify operational trends through complex data analysis and incident pattern recognition.   • Drive process improvements for incident management in line with ITIL best practices.   • Ensure effective change management processes to reduce incident risk and ensure smooth adoption of process changes.   • Mentor and train junior staff on incident management frameworks, escalation protocols, and communication best practices.   • Partner with stakeholders across business units to maintain alignment, manage expectations, and ensure a coordinated response   • Participate in 24x7x365 on-call rotation to support global incident management coverage   • Performs other duties as required