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Incident Problem Manager Jobs in Arizona (NOW HIRING)

BofA Securities

Senior Site Reliability Engineer

Chandler, AZ · On-site

$56.25 - $74.50/hr

Azure landing zones, private networking, DNS, firewalls, private endpoints, observability, incident response, problem management, canary health checks, production readiness, and cloud governance

USAA

Incident Manager - Mid Level

Phoenix, AZ

UCC Incident Managers work with an integrated team to manage all incidents, or initiate escalation ... Work independently performing moderate to complex triage, categorization notifications and problem ...

New

USAA

Incident Manager - Mid Level

Phoenix, AZ · On-site +1

UCC Incident Managers work with an integrated team to manage all incidents, or initiate ... Work independently performing moderate to complex triage, categorization notifications and problem ...

New

USAA

Incident Manager - Mid Level

Phoenix, AZ · On-site

UCC Incident Managers work with an integrated team to manage all incidents, or initiate escalation ... Work independently performing moderate to complex triage, categorization notifications and problem ...

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Incident Problem Manager information

How does an Incident Problem Manager typically collaborate with technical and non-technical teams during major incidents?

Incident Problem Managers play a critical role in bridging communication between technical teams (like IT support, network engineers, or developers) and non-technical stakeholders (such as business unit leaders or customer service). During major incidents, they coordinate response efforts, facilitate status updates, and ensure all parties are aligned on next steps and remediation plans. Effective collaboration involves translating complex technical issues into clear, actionable information for non-technical audiences, managing expectations, and driving post-incident reviews to prevent recurrence. This cross-functional coordination is essential for minimizing business impact and ensuring swift resolution.

What is the difference between Incident Problem Manager vs Incident Coordinator?

AspectIncident Problem ManagerIncident Coordinator
Primary RoleManages the lifecycle of incidents and problems to minimize impact and prevent recurrenceCoordinates incident response activities, ensuring timely resolution and communication
CertificationsITIL Foundation, Problem Management certificationsITIL Foundation, Incident Management certifications
Work EnvironmentTypically in IT service management teams, focusing on problem analysisOperational teams, focusing on incident handling and communication

While both roles are involved in incident management, the Incident Problem Manager focuses on identifying root causes and preventing future issues, whereas the Incident Coordinator handles day-to-day incident response and communication. Both roles are essential for effective IT service delivery but differ in scope and responsibilities.

What does an Incident Problem Manager do?

An Incident Problem Manager is responsible for overseeing the process of identifying, investigating, and resolving incidents and underlying problems within an organization's IT systems. They work to minimize the impact of disruptions, coordinate responses to incidents, and analyze root causes to prevent future occurrences. This role often involves collaborating with technical teams, managing communication with stakeholders, and ensuring that procedures are followed according to IT service management frameworks like ITIL. Their goal is to improve IT service reliability and reduce downtime for the business.

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

To thrive as an Incident Problem Manager, you need strong analytical skills, IT service management knowledge, and experience with incident and problem resolution processes, often supported by ITIL certification. Familiarity with ITSM tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Exceptional communication, leadership, and critical thinking abilities enable effective coordination and root-cause analysis across teams. These skills are crucial to minimizing downtime, ensuring service continuity, and driving long-term improvements in IT operations.
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Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in Arizona as of July 2026, with employment types broken down into 86% Full Time, 7% Part Time, and 7% Contract. Highlights an 93% In-person, and 7% Hybrid job distribution.
Major Incident Manager

Major Incident Manager

First-Citizens Bank & Trust Company

Phoenix, AZ • On-site

Other

Posted yesterday

First Citizens Bank rating

7.6

Company rating: 7.6 out of 10

Based on 105 frontline employees who took The Breakroom Quiz

85th of 150 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
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