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Incident Management Process Owner Jobs (NOW HIRING)

Volto USA

Incident Management Specialist

San Jose, CA · On-site

The Incident Management Specialist is responsible for managing and resolving incidents related to ... Identify and implement process improvements, automation opportunities, and efficiency gains.

Akima

Incident Support Manager

Ashburn, VA · On-site

... Management process and ensuring that incidents are managed and reported in accordance with the CBP Incident Management process. • Is the representative for the first stage of escalation for ...

CHESCO Services

Contributes to the continuous improvement of incident management process. Investigates and compiles reports for critical incidents and abuse/neglect/exploitation cases. PREFERRED JOB QUALIFICATIONS

ASM Research

Incident Manager

Quantico, VA · On-site

Own and execute the Incident Management process in alignment with ITIL best practices. * Serve as the primary point of coordination during major/critical incidents, driving bridge calls and ...

DTCC

Incident Management Director

Coppell, TX · On-site

Matrix management of people, processes and resources to reduce time taken to resolve Major ... Industry owned and governed, the firm innovates purposefully, simplifying the complexities of ...

Zillow

Senior Manager, Incident Management

This role owns the strategy, process, and people behind incident response and problem management ... owned, tracked corrective actions * Establish mechanisms to identify recurring issues, chronic ...

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Incident Management Process Owner information

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$36.5K

$163.4K

$193.5K

How much do incident management process owner jobs pay per year?

As of Sep 10, 2026, the average yearly pay for incident management process owner in the United States is $163,404.00, according to ZipRecruiter salary data. Most workers in this role earn between $129,000.00 and $193,000.00 per year, depending on experience, location, and employer.

What is an incident management process owner?

An Incident Management Process Owner is responsible for overseeing and continuously improving the processes used to manage and resolve incidents within an organization. This role ensures that incidents are handled efficiently, minimizing disruption to business operations and maintaining high service quality. The Process Owner establishes policies, defines process workflows, and monitors performance metrics to ensure compliance and effectiveness. They also work closely with IT teams, stakeholders, and service managers to drive process improvements and provide training as needed.

What are the key skills and qualifications needed to thrive as an incident management process owner?

To thrive as an Incident Management Process Owner, you need expertise in IT service management frameworks (such as ITIL), strong analytical skills, and experience with incident response processes. Familiarity with ITSM platforms like ServiceNow, relevant ITIL certifications, and knowledge of reporting tools are typically required. Exceptional communication, leadership, and problem-solving abilities help in coordinating teams and managing high-pressure situations. These skills and qualifications are crucial for minimizing service disruptions and ensuring effective, timely resolution of incidents within organizations.

How does an incident management process owner typically interact with other IT teams to resolve incidents efficiently?

As an Incident Management Process Owner, you’ll work closely with cross-functional IT teams such as service desk analysts, technical support specialists, and problem management staff. Your role involves coordinating communication, ensuring that incident resolution follows established procedures, and facilitating post-incident reviews. You’ll also act as a liaison between technical teams and business stakeholders to prioritize incidents based on business impact. Effective collaboration and communication skills are essential, as you’ll often lead incident bridges and ensure that everyone adheres to agreed timelines and processes.

What is the difference between Incident Management Process Owner vs Incident Coordinator?

AspectIncident Management Process OwnerIncident Coordinator
Primary RoleDefines, maintains, and improves incident management processesCoordinates and manages individual incident resolution efforts
ResponsibilitiesProcess optimization, policy development, stakeholder communicationIncident response, escalation, documentation
Required SkillsProcess management, communication, analytical skillsTechnical knowledge, problem-solving, communication
Work EnvironmentStrategic, process-focused, cross-team collaborationOperational, hands-on incident handling

The Incident Management Process Owner focuses on establishing and improving incident management processes, ensuring efficiency and compliance. In contrast, the Incident Coordinator handles the day-to-day management of incidents, executing the processes and resolving issues promptly. Both roles are essential but differ in scope and focus within the incident management framework.

What cities are hiring for Incident Management Process Owner jobs?

Cities with the most Incident Management Process Owner job openings:

What are popular job titles related to Incident Management Process Owner jobs?

For Incident Management Process Owner jobs, the most frequently searched job titles are:

Infographic showing various Incident Management Process Owner job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, and 3% Contract. Highlights an 88% Physical, 2% Hybrid, and 10% Remote job distribution, with an average salary of $163,404 per year, or $78.6 per hour.

Incident Management Specialist

San Jose, CA • On-site

Volto USA
See more jobs at Volto USAexternal

Contractor

Re-posted 23 days ago

Job description

Location: San Jose CA or RTP NC

Duration: 6 Months

GBaMS ReqID: 10797584

100% Onsite role at San Jose CA or RTP NC

Incident Management Specialist, Oracle EBS SCM and Spare Parts Planning

Role Overview:

The Incident Management Specialist is responsible for managing and resolving incidents related to Business Applications within the supply chain domain (specifically reverse logistics and parts management).

This role serves as the primary point of contact for supply chain application users and collaborates closely with the IT department. The specialist adheres to defined SLAs and ITIL best practices, operating within a 24x7 monitoring and support environment to minimize business impact through effective communication and escalation management.

Key Responsibilities:

•       Act as Level 1 (L1) supporting users by timely accepting, acknowledging, and analyzing incidents (support tickets).

•       Maintain active status on the incident management platform and communication channels during work hours.

•       Engage directly with users upon incident receipt; document detailed case notes with full names and update business impact.

•       Create Level 2 (L2) incidents promptly to engage IT teams (when needed) and updating with initial analysis, ensuring accurate and detailed documentation.

•       Coordinate with IT for estimated time of arrival (ETA) and validate or resolve IT cases returned promptly, or route back to IT if necessary.

•       Meet with users before case closure to confirm resolution and document Minutes of Meeting (MoM).

•       Use case resolution templates for closure communication; update resolution domain, action, area, notes, and close tags communication; update resolution domain, action, area, notes, and close tags.

•       Escalate cases pending resolution beyond defined thresholds to escalation management and IT teams per escalation protocols.

•       Participate in Emergency Operations Center (EOC) bridges and represent operations.

•       Monitor alerts 24x7x365 and take necessary actions to restore operations.

•       Perform weekly case audits and report findings to the Incident Management team.

•       Support Incident Management with escalated cases to ensure prompt resolution.

•       Identify and implement process improvements, automation opportunities, and efficiency gains.

•       Create and maintain Knowledge Base documentation and coordinate reviews with support readiness.

•       Participate in acquiring application fixes and enhancements training, perform User Acceptance Testing (UAT), and report outcomes.

•       Arrange for backup agents during absences and perform special assignments as needed.

Must Have Qualifications:

•       At least 2 years of hands-on experience in live (production) applications support and incident management.

•       Proficiency with ServiceNow or similar assignments as needed.

•       Knowledge of ITIL incident management processes and best practices.

•       Strong communication skills for effective collaboration with users and IT teams.

•       Ability to work in a 24x7 operational environment with shift flexibility.

•       Experience with escalation management and handling high-impact business issues.

•       Experience working on:

•       Oracle E-Business Suite (Order Management, Inventory management and Shipping processes)

•       Spare Parts Planning and Repair Depots Operation, and Spare Parts Planning Applications (SPM).

•       Intermediate SQL skills preferred for querying databases.

•       Customer service-oriented mindset with commitment to SLA adherence.

•       Strong analytical, detail-oriented, and documentation skills.

•       Proactive in identifying process improvements and automation opportunities.

•       Ability to work independently and as part of a cross-functional team.

Skills: Oracle Service Parts Planning~SCM Inventory Management~Oracle EBS R12 Order Management and Advanced Pricing Experience Required: 6-8