ZipRecruiter

Log In

1

Incident Problem Manager Jobs in Boston, MA (NOW HIRING)

Citizens

Senior Incident Manager

Boston, MA

$100K - $135K/yr

Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention. Use incident metrics, trends, and service ...

Citizens

Senior Incident Manager

Boston, MA

$100K - $135K/yr

Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention. Use incident metrics, trends, and service ...

Citizens

Principal Incident Manager

Boston, MA

$120K - $150K/yr

Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions. Define and monitor service management ...

Citizens

Principal Incident Manager

Boston, MA

$120K - $150K/yr

Lead post incident reviews, validate root causes and corrective actions, and partner with problem management teams to prevent recurring service disruptions. Define and monitor service management ...

1 point system

Problem Management Engineer

Boston, MA · On-site

$112K - $146K/yr

REQUIRED SKILLS Problem Management Leadership * Lead and oversee the end‑to‑end Problem ... Partner closely with Incident Management, Change Management, Resiliency/Reliability Engineering ...

ClifyX

Network Lead

Framingham, MA · On-site

$105K - $144K/yr

Monitor service dashboards and proactively mitigate risks Incident & Problem Management * Act as the primary escalation point for critical (P1/P2) incidents * Lead Major Incident Management (MIM ...

Nastech Global

Network Lead

Framingham, MA · On-site

$104K - $144K/yr

Monitor service health dashboards and proactively address risks. 2. Incident, Problem & Major Incident Management Act as primary escalation point for critical (P1/P2) incidents. Lead Major Incident ...

Northeastern University

Incident Manager

Boston, MA · On-site

The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator ... Being on-site allows for stronger connections, more effective problem-solving, and enhanced team ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Administer and support ITSM tools like ManageEngine and/or ServiceChannel Manage incident, problem, and change management processes Monitor ticket queues and ensure timely resolution of issues ...

NorthEastern

Incident Manager

Boston, MA · On-site

The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator ... Being on-site allows for stronger connections, more effective problem-solving, and enhanced team ...

OculusIT

Manager of Infrastructure

Newton, MA · On-site

Incident, Problem, and Change Management * Lead major incidents and infrastructure escalations, ensuring timely coordination, technical ownership, and communication with stakeholders. * Ensure Root ...

Sidram Technologies

ITSM Consultant

Boston, MA · On-site

Administer and support ITSM tools like ManageEngine and/or ServiceChannel Manage incident, problem, and change management processes Monitor ticket queues and ensure timely resolution of issues ...

ClifyX

Network Lead

Framingham, MA · On-site

$105K - $144K/yr

Monitor service health dashboards and proactively address risks. 2. Incident, Problem & Major Incident Management Act as primary escalation point for critical (P1/P2) incidents. Lead Major Incident ...

next page

Showing results 1-20

All JobsIncident Problem JobsIncident Problem Manager JobsIncident Problem Manager Jobs in Boston, MA

Incident Problem Manager information

See Boston, MA salary details

$39.7K

$177.5K

$210.2K

How much do incident problem manager jobs pay per year?

As of Jul 26, 2026, the average yearly pay for incident problem manager in Boston, MA is $177,522.00, according to ZipRecruiter salary data. Most workers in this role earn between $140,100.00 and $209,700.00 per year, depending on experience, location, and employer.

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 Boston, MA? For Incident Problem Manager jobs in Boston, MA, the most frequently searched job titles are:
What job categories do people searching Incident Problem Manager jobs in Boston, MA look for? The top searched job categories for Incident Problem Manager jobs in Boston, MA are:
Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in Boston, MA as of July 2026, with employment types broken down into 78% Full Time, 11% Part Time, 4% Temporary, and 7% Contract. Highlights an 90% In-person, 4% Hybrid, and 6% Remote job distribution, with an average salary of $177,522 per year, or $85.3 per hour.
Senior Incident Manager

Senior Incident Manager

Citizens

Boston, MA

$100K - $135K/yr

Other

Medical, Dental, Vision, Retirement, PTO

Posted 19 days ago

Job description

Description

Senior Service Management Specialist - Enterprise Incident Manager

Location & Work Arrangement

This position follows a hybrid work schedule. Candidates must be able and willing to work onsite 4 days per week and remotely 1 day per week from one of the following hub locations:

Pittsburgh, PA
Johnston, RI
Westwood, MA
Boston, MA
Iselin, NJ

Remote work is not available for this position.

Work Schedule

Full time, 40 hours per week
Monday through Friday
Must be available to support first and second shift coverage between 7:00 AM and 8:00 PM as business needs require.

Position Summary

The Senior Service Management Specialist leads enterprise incident management activities to ensure timely restoration of critical services and minimize business disruption, financial exposure, and reputational risk. This role coordinates high priority incident response across technology, business, risk, legal, communications, and executive stakeholders while maintaining strong governance, clear communication, and adherence to enterprise service management practices.

Key Responsibilities

Lead end to end response for high impact P1 and P2 enterprise incidents, including intake, assessment, escalation, coordination, restoration, and post incident follow up.

Facilitate major incident bridge calls, establish clear ownership, and drive cross functional teams toward timely technical and business recovery.

Serve as the central coordination point for Technology Operations, Risk, Legal, Communications, executive leadership, and other key stakeholders.

Prepare and deliver timely incident communications, executive updates, status summaries, and escalation notices.

Ensure incidents are documented accurately in systems of record, including timelines, decisions, actions, impacts, and recovery milestones.

Enforce incident classification, prioritization, escalation, regulatory, audit, and governance requirements.

Lead post incident reviews, identify lessons learned, and partner with problem management teams to drive root cause remediation and recurrence prevention.

Use incident metrics, trends, and service management data to improve response effectiveness, resilience, automation, and operational maturity.

Support emergency change processes and promote ITIL aligned service management practices in an Agile, fast paced environment.

Required Qualifications

5 or more years of experience in IT Service Management, Incident Management, IT Support, or a related discipline.

Proven experience leading major incident response in a complex enterprise environment.

Experience coordinating technical, business, risk, and executive stakeholders during high pressure operational events.

Strong written and verbal communication skills, including executive level incident communications.

Hands on experience with ServiceNow or an equivalent ITSM platform.

Knowledge of ITIL based incident, problem, change, escalation, and service management practices.

Experience navigating large corporate environments, preferably in a highly regulated industry such as financial services.

Preferred Qualifications

ITIL v3, ITIL 4, or equivalent service management certification.

Experience managing regulatory, cyber, operational risk, or enterprise impacting incidents.

Experience improving incident response through automation, observability, reporting, and process optimization.

Education and Certifications

Bachelor's degree in Computer Science, Business Administration, Management, Information Technology, or a related field preferred.

Additional certifications in incident management, risk management, or service management preferred.

Pay Transparency
The salary range for this position is $100,000 to $135,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, the budget, work location, and relevant skills and experience.

Benefits
Comprehensive benefits include medical, dental, and vision coverage, retirement plans, parental leave, flexible work arrangements, education reimbursement, wellness programs, and generous paid time off exceeding local requirements.

https://jobs.citizensbank.com/benefits

Some job boards have started using jobseeker-reported data to estimate salary ranges for roles. If you apply and qualify for this role, a recruiter will discuss accurate pay guidance.

Equal Employment Opportunity

Citizens, its parent, subsidiaries, and related companies (Citizens) provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, ancestry, color, citizenship, physical or mental disability, perceived disability or history or record of a disability, ethnicity, gender, gender identity or expression, genetic information, genetic characteristic, marital or domestic partner status, victim of domestic violence, family status/parenthood, medical condition, military or veteran status, national origin, pregnancy/childbirth/lactation, colleague's or a dependent's reproductive health decision making, race, religion, sex, sexual orientation, or any other category protected by federal, state and/or local laws. At Citizens, we are committed to fostering an inclusive culture that enables all colleagues to bring their best selves to work every day and everyone is expected to be treated with respect and professionalism. Employment decisions are based solely on merit, qualifications, performance and capability.

Education:Why Work for UsEmployment Type: 1ST

Apply