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Incident Problem Manager Jobs in Illinois (NOW HIRING)

IT America Inc

ServiceNow Developer

Libertyville, IL · On-site

$52.50 - $72.25/hr

Gather infrastructure requirements (Network, Server, Cloud, Storage); configure Incident, Problem, Change, and Request Management * Design and configure service catalog items for infrastructure ...

Ovation Workplace Services Inc.

Be Seen First

Application Support Technician - Supply Chain

Northbrook, IL · On-site

$20 - $23/hr

Perform incident, problem, and service request management in accordance with ITIL processes. * Analyze application issues, identify root causes, and coordinate timely resolutions. * s * Maintain ...

Ovation Workplace Services Inc.

Be Seen First

Application Support Technician - Supply Chain

Northbrook, IL · On-site

$20 - $23/hr

Perform incident, problem, and service request management in accordance with ITIL processes. * Analyze application issues, identify root causes, and coordinate timely resolutions. * s * Maintain ...

CIBC

Production Support Engineering Lead

Chicago, IL · On-site

$140K - $170K/yr

Operational Stability and Incident Management - Manage incident, problem, and change activities, including major incident response and root-cause resolution to maintain operational stability and ...

CIBC US

Production Support Engineering Lead

Chicago, IL · Hybrid

$140K - $170K/yr

Operational Stability and Incident Management - Manage incident, problem, and change activities, including major incident response and root-cause resolution to maintain operational stability and ...

CIBC

Production Support Engineering Lead

Chicago, IL · Hybrid

$140K - $170K/yr

Operational Stability and Incident Management - Manage incident, problem, and change activities, including major incident response and root-cause resolution to maintain operational stability and ...

Northern Trust

Incident Commander

Chicago, IL · Hybrid

$78K - $134K/yr

Excellent communication and stakeholder management skills * Strong analytical and problem-solving ... Familiarity with incident management tools (e.g., ServiceNow) and reporting frameworks preferred ...

Sonsoft Inc

Incident Manager

Oak Brook, IL · On-site

... problem definition, Architecture/Design /Detailing of Processes ITIL Intermediate/Expert certified. Prefer experience in a Retail environment and familiar with SOX and PCI compliance Ability to pull ...

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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.
What are popular job titles related to Incident Problem Manager jobs in Illinois? For Incident Problem Manager jobs in Illinois, the most frequently searched job titles are:
What job categories do people searching Incident Problem Manager jobs in Illinois look for? The top searched job categories for Incident Problem Manager jobs in Illinois are:
What cities in Illinois are hiring for Incident Problem Manager jobs? Cities in Illinois with the most Incident Problem Manager job openings:
Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in Illinois as of August 2026, with employment types broken down into 1% As Needed, 85% Full Time, 13% Part Time, and 1% Contract. Highlights an 93% Physical, 3% Hybrid, and 4% Remote job distribution.

Cloud Service Delivery Manager

Northern Trust

Chicago, IL • On-site

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Northern Trust rating

8.2

Company rating: 8.2 out of 10

Based on 27 frontline employees who took The Breakroom Quiz

Job description

About Northern Trust
As a global leader in innovative wealth management, asset servicing, asset management and banking services, Northern Trust (Nasdaq: NTRS) is proud to guide the world's most successful individuals, families, corporations and institutions.
Since 1889, we have aligned our efforts with our three guiding Principles That Endure: Service, Expertise, and Integrity. Together, they reflect the three cornerstones of business conduct which we strive to instill in our employees, whom we call partners, and to provide to our clients and the communities we serve worldwide.
With more than 135 years of financial experience and over 24,000 partners, we serve the world's most sophisticated clients using leading technology and exceptional service.
Position Summary
The Cloud Service Delivery Manager is responsible for overseeing the delivery, reliability, operational excellence, and continuous improvement of enterprise cloud services across public, private, and hybrid cloud environments. This role serves as the primary liaison between Cloud Operations, Engineering, Architecture, Security, and business stakeholders to ensure cloud platforms meet service level objectives, operational standards, compliance requirements, and business expectations.
The successful candidate will drive operational governance, incident and problem management, service performance, capacity planning, financial optimization, vendor management, and continuous service improvement while fostering a culture of accountability, automation, resiliency, and customer focus.
Key Responsibilities
Service Delivery & Operations Management
  • Own end-to-end delivery and operational performance of cloud infrastructure and platform services.
  • Ensure services meet or exceed defined SLAs, SLOs, availability targets, and customer expectations.
  • Lead operational governance reviews and service performance reporting with senior leadership.
  • Monitor service health, capacity, utilization, and operational risks across cloud environments.
  • Establish and maintain operational runbooks, service documentation, and support processes.
Operational Excellence
  • Drive continuous improvement initiatives focused on stability, automation, resiliency, and operational efficiency.
  • Lead root cause analysis efforts and ensure corrective actions are implemented for major incidents.
  • Develop and track key operational metrics and KPIs.
  • Champion Site Reliability Engineering (SRE) and DevOps practices to improve platform reliability.
  • Identify opportunities to reduce technical debt and improve service quality.
Incident, Problem & Change Management
  • Serve as the escalation point for major incidents and service disruptions.
  • Coordinate cross-functional teams during critical issue resolution activities.
  • Lead problem management processes to identify recurring issues and implement permanent fixes.
  • Ensure effective change management practices minimize operational risk and service disruption.
  • Facilitate post-incident reviews and executive communications.
Stakeholder & Relationship Management
  • Act as the primary interface between Cloud Operations and internal business stakeholders.
  • Build strong partnerships with Engineering, Security, Architecture, Risk, Compliance, and Application teams.
  • Present service performance, risk assessments, and improvement plans to executive leadership.
  • Manage stakeholder expectations and ensure alignment between service delivery and business objectives.
Cloud Governance & Compliance
  • Ensure cloud services operate in accordance with enterprise governance, security, compliance, and regulatory requirements.
  • Support audit activities and risk management initiatives.
  • Monitor operational controls and remediation activities.
  • Drive adherence to cloud operational standards, policies, and best practices.
Financial & Vendor Management
  • Partner with cloud engineering and finance teams to optimize cloud operating costs.
  • Monitor cloud consumption trends and support chargeback/showback initiatives.
  • Manage relationships with cloud service providers and strategic vendors.
  • Participate in contract reviews, service evaluations, and vendor performance assessments.
Team Leadership
  • Lead and mentor cloud operations personnel and service management teams.
  • Foster a customer-centric culture focused on accountability, collaboration, and continuous improvement.
  • Support workforce planning, talent development, and succession planning.
  • Promote automation-first and cloud-native operational practices.
Required Qualifications
  • Bachelor's degree in Information Technology, Computer Science, Engineering, or related field.
  • 8+ years of experience in IT Operations, Infrastructure Services, Cloud Operations, or Service Delivery.
  • 3+ years of leadership experience managing cloud operations, service delivery, or infrastructure teams.
  • Strong knowledge of public cloud platforms including Microsoft Azure, AWS, and/or Google Cloud Platform.
  • Experience managing enterprise-scale cloud environments in highly regulated organizations.
  • Deep understanding of ITIL service management principles and operational processes.
  • Experience with incident, problem, change, and release management.
  • Strong understanding of cloud infrastructure, networking, security, resiliency, and disaster recovery.
  • Proven ability to lead cross-functional teams during major incidents and operational events.
  • Exceptional communication, stakeholder management, and executive presentation skills.
Preferred Qualifications
  • ITIL Foundation or ITIL Managing Professional Certification.
  • Microsoft Azure, AWS, or Google Cloud certifications.
  • Experience with SRE, DevOps, Infrastructure as Code (Terraform), and automation platforms.
  • Experience supporting financial services, healthcare, or other regulated industries.
  • Familiarity with observability platforms such as Datadog, Splunk, Dynatrace, AppDynamics, or Azure Monitor.
  • Knowledge of cloud financial management (FinOps) principles.

Salary Range:
$137,400 - 233,600 USD
Salary range is a good faith estimate of base pay. Northern Trust provides a comprehensive benefits package including retirement benefits (401k and pension), health and welfare benefits (medical, dental, vision, spending accounts and disability), paid time off, parental and caregiver leave, life & accident insurance, and other voluntary and well-being benefits. Northern Trust also provides a discretionary bonus program that may include an equity component.
Work Authorization
Applicants must be authorized to work in the U.S. without the need for employment-based visa sponsorship now or in the future. Northern Trust will not sponsor applicants for U.S. work visa status for this opportunity (no sponsorship is available for H-1B, L-1, TN, O-1, E-3, H-1B1, F-1, J-1, OPT, CPT or any other employment-based visa).
Working with Us
As a Northern Trust partner, you will be part of a flexible and collaborative work culture, which has a strong history of financial strength and stability. Movement within the organization is encouraged, senior leaders are accessible, and you can take pride in working for a company committed to an inclusive workplace and assisting the communities we serve.
Philanthropy is deeply rooted in Northern Trust's history and is an essential element of our culture. Employees around the world give their time and talent to work for the greater good of their communities.
Reasonable Accommodation
Northern Trust is committed to working with and providing adjustments to individuals with health conditions and disabilities. If you need a reasonable accommodation for any part of the employment process, please email our HR Service Center at MyHRHelp@ntrs.com, or alternatively you can discuss your individual requirements with the recruiter you are working with.

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