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Incident Manager Jobs in Raleigh, NC (NOW HIRING)

iteris

Traffic Incident Program Engineer

Raleigh, NC

$81K - $90K/yr

Iteris is looking for a Traffic Incident Program Engineer to support the North Carolina DOT TIM ... The ideal candidate will work on-site at North Carolina DOT Statewide Traffic Management Center in ...

iteris

Traffic Incident Program Engineer

Raleigh, NC

$81K - $90K/yr

Iteris is looking for a Traffic Incident Program Engineer to support the North Carolina DOT TIM ... The ideal candidate will work on-site at North Carolina DOT Statewide Traffic Management Center in ...

Iteris

Traffic Incident Program Engineer

Raleigh, NC · On-site

$81K - $90K/yr

Iteris is looking for a Traffic Incident Program Engineer to support the North Carolina DOT TIM ... Manage multiple projects * Conduct analysis and research * Produce documents * Training program ...

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All JobsIncident JobsIncident Manager JobsIncident Manager Jobs in Raleigh, NC

Incident Manager information

See Raleigh, NC salary details

$35.5K

$158.8K

$188.1K

How much do incident manager jobs pay per year?

As of Jul 26, 2026, the average yearly pay for incident manager in Raleigh, NC is $158,833.00, according to ZipRecruiter salary data. Most workers in this role earn between $125,400.00 and $187,600.00 per year, depending on experience, location, and employer.

What is an incident manager's salary?

An incident manager's salary typically ranges from $70,000 to $130,000 annually, depending on experience, industry, and location. Senior incident managers or those in specialized sectors may earn higher salaries, and certifications like ITIL can influence compensation.

What is the difference between Incident Manager vs Service Desk Analyst?

AspectIncident ManagerService Desk Analyst
CertificationsITIL, PMP (optional)ITIL, CompTIA A+ (common)
Work EnvironmentIT operations, incident response teamsHelp desk, customer support
Employer & IndustryIT service providers, large organizationsIT support centers, corporate IT departments
Primary FocusManaging and resolving incidents, minimizing downtimeLogging, categorizing, and initial troubleshooting of issues

While both roles are essential in IT service management, Incident Managers oversee the incident resolution process and coordinate teams to restore services quickly. Service Desk Analysts handle frontline support, logging and troubleshooting user issues. The Incident Manager has a broader strategic role, whereas the Service Desk Analyst focuses on initial incident handling.

What are the 5 C's of incident command?

The 5 C's of incident command are Command, Control, Communication, Coordination, and Collaboration. These principles help incident managers, including those in roles like Incident Manager, effectively organize response efforts, ensure clear communication, and maintain operational efficiency during emergencies.

What are the key skills and qualifications needed to thrive as an Incident Manager, and why are they important?

To thrive as an Incident Manager, you need strong problem-solving abilities, analytical thinking, and a background in IT service management, often supported by certifications like ITIL. Familiarity with incident management tools such as ServiceNow, Jira, or Remedy, as well as knowledge of monitoring and alerting systems, is important. Excellent communication, leadership, and crisis management skills help coordinate teams and keep stakeholders informed during high-pressure incidents. These competencies are crucial to ensure rapid resolution of IT disruptions, minimize business impact, and maintain service reliability.

What Is an Incident Manager?

An incident manager is responsible for the maintenance of a company’s or organization’s information technology systems. More specifically, they handle any and all technical issues that arise in the system. As an incident manager, your responsibilities are to identify and record any problems that occur, and develop software or hardware solutions to prevent them from happening again. You create and implement incident management response procedures, including an incident report system that identifies and flags problems, especially when they involve the security of the company’s network. You likely have additional duties like overseeing technical support teams and logging incident reports. You need excellent computer skills and experience in other IT positions to excel in an incident manager career.

How does an Incident Manager typically collaborate with technical teams during high-priority incidents?

During high-priority incidents, an Incident Manager acts as the central coordinator, facilitating communication between technical teams such as IT support, network engineers, and application developers. They ensure that everyone is aligned on the incident's status, set clear priorities, and drive swift resolution by assigning tasks and tracking progress. The Incident Manager also communicates updates to stakeholders and, after the incident is resolved, leads post-incident reviews to identify areas for improvement. Effective collaboration and clear communication are essential for minimizing downtime and preventing future issues.

Is incident management a good career?

Incident management is a vital role in IT and security fields, focusing on quickly resolving disruptions to minimize impact. It requires strong problem-solving, communication skills, and often involves certifications like ITIL or CISSP. The role offers opportunities for advancement and can be rewarding for those interested in operational stability and crisis response.

What does an incident manager do?

An incident manager is responsible for coordinating the response to IT or operational incidents to minimize impact and restore services quickly. They analyze incident reports, communicate with stakeholders, and implement corrective actions, often using incident management tools and frameworks like ITIL. Strong problem-solving, communication skills, and certifications such as ITIL are typically required.
More about Incident Manager jobs
What job categories do people searching Incident Manager jobs in Raleigh, NC look for? The top searched job categories for Incident Manager jobs in Raleigh, NC are:
What cities near Raleigh, NC are hiring for Incident Manager jobs? Cities near Raleigh, NC with the most Incident Manager job openings:
Incident Manager jobs near you
Infographic showing various Incident Manager job openings in Raleigh, NC as of July 2026, with employment types broken down into 1% As Needed, 83% Full Time, 13% Part Time, 1% Temporary, and 2% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $158,833 per year, or $76.4 per hour.
Major Incident Manager

Major Incident Manager

First Citizens Bank

Raleigh, NC

Full-time

Posted 22 days ago

First Citizens Bank rating

7.6

Company rating: 7.6 out of 10

Based on 105 frontline employees who took The Breakroom Quiz

97th of 170 rated banks

Job description

Overview

This position enhances the operational reliability, resilience, and stability of enterprise IT services through effective Major Incident Management practices. The role is responsible for leading the response to high-impact incidents, minimizing business disruption, and restoring service as quickly as possible. Facilitates the development and maturity of IT service management capabilities by driving continuous improvement across incident, problem, and change processes. Serves as a key technical and process leader during critical events and ensures compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards and regulations. Ensure that incident response procedures, post-incident reviews, and process improvements are properly documented, implemented, and managed throughout their lifecycle.


Responsibilities

Major Incident Management & Process Improvement
Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution. Drives continuous improvement of incident management processes, runbooks, and response frameworks to enhance operational effectiveness. Conducts post-incident reviews (PIRs) to identify root causes and preventative measures. Ensures incidents, problems, and associated changes are managed efficiently while maintaining service levels across platforms.

Incident Command & Coordination
Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes clear roles, timelines, and action plans during incident bridges. Removes blockers and ensures timely decision-making under pressure.

Reporting & Analytics
Responsible for documenting incidents, producing executive-level reports, and tracking key performance metrics such as MTTR (Mean Time to Restore), MTTD (Mean Time to Detect), incident volume, and SLA adherence. Monitors trends and provides data-driven insights to improve service reliability and reduce recurring issues.

Collaboration
Partners with infrastructure, application, cybersecurity, and business teams to drive swift resolution of major incidents and improve long-term service resilience. Collaborates with Problem Management to ensure root cause analysis is completed and corrective actions are tracked. Supports Change Management to reduce incident risk from changes.

Communication
Provides clear, concise, and timely communication to stakeholders at all levels during major incidents, including executive leadership. Publishes incident summaries, status updates, and post-incident reports. Ensures communication standards are met during high-pressure scenarios with a focus on transparency and business impact.

Governance & Compliance
Ensures adherence to ITIL and organizational ITSM standards. Supports audit and compliance requirements related to incident and change management processes. Maintains documentation, playbooks, and escalation procedures.

Training & Enablement
Leads or supports training for IT teams on incident response procedures, tools, and best practices. Promotes a culture of operational excellence and continuous improvement.


Qualifications

Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer

Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)

License or Certification Type:

  • ITIL Certification (v3 or v4) – Preferred
  • Six Sigma (Green Belt or higher) – Preferred

Preferred Experience:

  • 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
  • Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
  • Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)
  • Demonstrated success in reducing MTTR and improving incident response maturity
  • Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
  • Ability to manage high-pressure situations, make rapid decisions, and coordinate distributed teams
  • Strong understanding of infrastructure, applications, cloud platforms and networking concepts
  • Excellent executive communication and stakeholder management skills
  • Familiarity with SRE principles, observability tools, and event management frameworks is a plus

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Qualifications:

Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer

Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)

License or Certification Type:

  • ITIL Certification (v3 or v4) – Preferred
  • Six Sigma (Green Belt or higher) – Preferred

Preferred Experience:

  • 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
  • Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
  • Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)
  • Demonstrated success in reducing MTTR and improving incident response maturity
  • Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
  • Ability to manage high-pressure situations, make rapid decisions, and coordinate distributed teams
  • Strong understanding of infrastructure, applications, cloud platforms and networking concepts
  • Excellent executive communication and stakeholder management skills
  • Familiarity with SRE principles, observability tools, and event management frameworks is a plus

Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at https://jobs.firstcitizens.com/benefits.

Education:UNAVAILABLEEmployment Type: FULL_TIME

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