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Incident Problem Manager Jobs in Texas (NOW HIRING)

Sysco Corporation

Incident Manager

Houston, TX · On-site

Description As an Incident Manager, you will be a part of the Sysco Information Technology Service ... Effectively document analysis, business cases, solution strategies, incident and problem tracking ...

K&L Gates

IT Incident Mgmt Lead

Austin, TX · On-site

$128K - $199K/yr

... Problem Management • Ensure audit-ready documentation and compliance with firm risk standards ... ITSM Incident Management • Working knowledge of CMDB / CSDM concepts • Exceptional ...

Bank of America

Site Reliability Engineer Lead

Plano, TX

$54.50 - $72.50/hr

Engages as a subject matter expert in major incident triage efforts and failure scenario modelling and diagnosis with Problem Manager root causes for major incident/problem management investigations ...

Western Union

Major Incident Manager

Austin, TX · On-site

$100K - $130K/yr

Manages, monitors, reports, and executes the Major Incident Management Process. * Responds to early ... Works with IT Change, Problem and other ITSM processes to ensure holistic approach resulting in ...

Western Union

Major Incident Manager

Austin, TX · On-site

$100K - $130K/yr

Manages, monitors, reports, and executes the Major Incident Management Process. * Responds to early ... Works with IT Change, Problem and other ITSM processes to ensure holistic approach resulting in ...

Bank of America

Site Reliability Engineer Lead

Plano, TX · On-site

$54.75 - $72.75/hr

Engages as a subject matter expert in major incident triage efforts and failure scenario modelling and diagnosis with Problem Manager root causes for major incident/problem management investigations ...

Reyes Beverage Group

IT Support Specialist

Manor, TX

Provide accurate incident & problem management reporting as required by using IT Service Center ticketing system * Other projects or duties as assigned Required Education and Experience: * Associate ...

Resolve Tech Solutions

SAP Solutions PM

Houston, TX · On-site

Lead end-to-end SAP AMS delivery , including production support, incident management, problem management, change control, release planning, and continuous improvement initiatives. * Design and govern ...

ECI Group

Sr Endur Developer

Houston, TX · On-site

$52 - $68.75/hr

... with incident/problem management + code triaging • Strong requirements analysis and technical design skills • 7-12+ years overall experience • Proven ability to own technical delivery end-to ...

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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 Texas? For Incident Problem Manager jobs in Texas, the most frequently searched job titles are:
What job categories do people searching Incident Problem Manager jobs in Texas look for? The top searched job categories for Incident Problem Manager jobs in Texas are:
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Incident Problem Manager jobs near you
Incident Manager

Incident Manager

Sysco Corporation

Houston, TX • On-site

Full-time

Posted yesterday

Sysco rating

7.6

Company rating: 7.6 out of 10

Based on 321 frontline employees who took The Breakroom Quiz

119th of 352 rated logistics

Job description

Company:
US6469 Sysco Payroll, Division of Sysco Resources Services, LLC
Sales Territory:
None
Zip Code:
77077
Travel Percentage:
0
COMPENSATION INFORMATION:
The pay range provided is not indicative of Sysco's actual pay range but is merely algorithmic and provided for generalized comparison. Factors that may be used to determine rate of pay include specific skills, work location, work experience and other individualized factors
This is a hybrid position requiring an on-site presence 3 to 4 days per week. Please note that the number of days on-site can increase based on business needs.
Candidate MUST be flexible to Weekend Shifts and late hours.
Description
As an Incident Manager, you will be a part of the Sysco Information Technology Service Management team based in Houston, Texas, and responsible for the Sysco Incident Management process. You will be working with your global incident management team to assess the severity of reported incidents, identify relevant service owners, initiate, and lead incident management calls with relevant parties, communicate the progress of the incidents via relevant communication channels, ensure proper closure of those incidents and continuous auditing and improvements to Incident Management process. Using data learned from those incidents you will drive further improvements into our automation, monitoring, and processes to proactively identify and resolve critical incidents.
Responsibilities
  • Lead, own and drive incident management bridge calls and chats with support teams, application development teams, infrastructure teams' business teams, and senior leadership with the purpose of remediating major incidents.
  • Establishing strong command and control of an incident, establishing clear accountability/ownership and methodical evaluation of complex issue scenarios.
  • Applying technical/environmental knowledge and experience to develop and drive appropriate tasks, forming paths to resolution.
  • Effectively verbalize, document, communicate and facilitate the identification, handling, status reporting, solution options and alternatives, change implementation of various incidents and problems reactively and proactively identified in the IT environment, and effectively bring them to resolution and/or closure.
  • Understand the Service Levels, determine the criticality of incidents, ensure incidents are addressed within agreed SLAs by the service owners, and taking follow-up actions until incidents are resolved.
  • Ensure the correct resources are working on the resolution of major incidents appropriate to the severity and identify when escalation is required and trigger such escalation accordingly.
  • Work closely with Service Owners to deliver a clear, concise picture of incidents and the short-term remediation applied; ensure problem prevention methods and mitigation strategies are continually applied to improve application availability and make recommendations on long-term solutions.
  • Effectively document analysis, business cases, solution strategies, incident and problem tracking, processes, procedures, and knowledge articles associated with implementing fixes and solutions to existing or predicted IT incidents and problems.
  • Facilitate analysis and review meetings and provide recommendations to service owners and platform owners to improve practices, service availability and IT services.
  • Build and maintain an intermediate level of understanding of the industry, business, internal processes and products, and apply this knowledge to incidents as they are reported to determine best course of action.
  • Work with Support Knowledge Managers to build the team knowledge database.
  • Work as part of a global team, providing 24 x coverage on a rotating basis on weekdays and weekends.
  • Maintains an analytical perspective during a crisis and supports crisis resolution.
  • Holds self and others accountable for measurable high-quality, timely, and cost-effective results.
  • Takes ownership of and is accountable for one or more complex products, features, components, or solutions and associated performance metrics.
  • Ensures team level decisions align with priorities and strategic agenda for project/product.
  • Leverages budget and other financial information to support staffing and business planning efforts.
  • Identifies risks and their potential outcomes and proposes possible solutions to meet business objectives.
  • Fosters an inclusive workplace where diversity and individual differences are valued.
  • Participate in process analysis to determine areas of improvement using Lean and Agile methodologies.
  • Presents results and/or demos with appropriate complexity for different audiences.

Educational requirements:
  • Bachelor's degree in computer science, information technology or equivalent
  • ITIL Foundations certification recommended. Higher ITIL certifications will be an added advantage

Skills and Experience:
  • 5+ years of experience in IT Support handling emails, incidents and phone calls supporting technology products.
  • 3+ years of experience in playing the role of an Incident Manager and/or leading a support team.
  • Superior English language and communication skills - both written and verbal.
  • Skills with the ability to articulate technical solutions for both technical and non-technical audiences.
  • Highly motivated, self-directed and responsible contributor.
  • Ability to direct cross-functional resources through incident life cycle
  • Technical knowledge and experience working with Windows/Linux environments, Cloud environments, SQL, Active Directory, Scripting, etc.
  • Network troubleshooting knowledge including LAN/WAN, DHCP, TCP/IP, Firewalls, and Routing Cloud Services/Platforms
  • Monitoring tools such as Dynatrace, New Relic, DataDog, Nagios and Splunk
  • A bachelors degree in the relevant fields should be mandatory with the growing expectations and requirements of the role.
  • Moved from skills and experience to educational requirements

#LI-HR1
BENEFITS INFORMATION:
For information on Sysco's Benefits, please visit https://SyscoBenefits.com
OVERVIEW:
Sysco is the global leader in foodservice distribution. With over 71,000 colleagues and a fleet of over 13,000 vehicles, Sysco operates approximately 333 distribution facilities worldwide and serves more than 700,000 customer locations.
We offer our colleagues the opportunity to grow personally and professionally, to contribute to the success of a dynamic organization, and to serve others in a manner that exceeds their expectations. We're looking for talented, hard-working individuals to join our team. Come grow with us and let us show you why Sysco is at the heart of food and service.
AFFIRMATIVE ACTION STATEMENT:
Applicants must be currently authorized to work in the United States.
We are proud to be an Equal Opportunity and Affirmative Action employer, and consider qualified applicants without regard to race, color, creed, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, disability, veteran status or any other protected factor under federal, state or local law.
This opportunity is available through Sysco Corporation, its subsidiaries and affiliates.

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