The Technology Operations Center Agent monitors enterprise alerts, triages operational issues, documents incident activity, and coordinates with support teams to restore service. The role follows established processes and runbooks to assess impact, escalate issues, support major incidents, and maintain clear shift documentation.
Essential Duties and Responsibilities
Monitor enterprise alerts, dashboards, email queues, and ticketing systems for operational events.
Assess alerts and reported issues to determine impact, urgency, and appropriate next steps.
Create, update, and maintain accurate incident and service records in the ticketing system.
Provide initial triage and coordination for incidents, service interruptions, and operational support needs.
Route and escalate issues to the appropriate internal support teams or external vendors according to established procedures.
Support major incident response activities, including coordination, documentation, and stakeholder updates.
Follow established runbooks, procedures, and operational standards for recurring events and support scenarios.
Coordinate with technology teams, business contacts, and vendors to support timely service restoration.
Track incident progress, perform follow-up communication, and help ensure ownership and next steps are clear.
Maintain shift turnover notes, handoff updates, and operational tracking records for shift continuity.
Review planned change activity and operational notifications to support monitoring awareness and post-change validation.
Assist with maintaining knowledge articles, procedures, and reference materials.
Communicate clearly and professionally with technical teams, leadership, and business stakeholders.
Perform all other duties as assigned.
First Horizon Bank Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about First Horizon Bank and has not been reviewed or approved by First Horizon Bank.
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Retirement Support — Retirement offerings include a 401(k) plan with company matching contributions up to 6% of pre-tax income, alongside FSA/HSA options and a defined benefit pension plan. Stock purchase and equity programs (including options and RSUs) also add to longer-term wealth-building opportunities for eligible employees.
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Parental & Family Support — Parental leave is available for childbirth, adoption, foster parenting, or surrogacy, and adoption reimbursement is included in the package. These family-building benefits broaden support beyond traditional maternity/paternity leave structures.
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Wellbeing & Lifestyle Benefits — Wellbeing support includes an internal wellness program, an employee assistance program, and access to a digital wellness platform. Group life insurance and disability coverage (including no-cost options) strengthen financial protection and day-to-day support.
First Horizon Bank Insights
What We Do
When we opened our doors in 1864 on North Court Street in Memphis, we had a simple mission: to provide the best service to our customers, one opportunity at a time. In the 150 years that followed, our communities transformed and expanded. We’ve seen our business and banking in general grow and adapt to the changing needs of customers through the years. But one thing that will always remain constant is our commitment to financial integrity and to helping our customers take good care of their money.
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