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Incident Problem Manager Jobs (NOW HIRING)

Marriott

FLEX Problem Manager, ITSM

Bethesda, MD · Hybrid

Knowledge of incident, change, and configuration management processes * Ability to influence stakeholders and drive process adoption * Strong problem-solving and coordination skills * Experience ...

Citizens

Senior Incident Manager

Pittsburgh, PA · On-site

$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

Pittsburgh, PA

$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

Iselin, NJ · On-site

$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

Iselin, NJ · On-site

$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 ...

Verisk

Incident Manager

Jersey City, NJ · On-site

This role also contributes to problem management, change coordination, and operational excellence initiatives, with a primary focus on incident leadership and service recovery. For over 50 years ...

Citizens

Senior Incident Manager

Johnston, RI · On-site

$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

Johnston, RI

$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 · On-site

$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

Johnston, RI · On-site

$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 ...

TekSynap

Problem Support Manager

Ashburn, VA · On-site

$160K - $220K/yr

Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of ...

TekSynap

Problem Support Manager

Ashburn, VA · On-site

$160K - $220K/yr

Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of ...

Akima

Problem Support Manager

Springfield, VA · On-site

... incident management and for managing the development of final solutions for known errors. • ... for problem identification, recording, investigation and diagnosis. • Responsible for ...

TekSynap

Problem Support Manager

Ashburn, VA · On-site

$160K - $220K/yr

Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of ...

TekSynap

Problem Support Manager

Springfield, VA · On-site

$160K - $220K/yr

Support includes providing real-time incident monitoring, predictive and proactive analysis and reporting, incident resolution and escalation, problem management and resolution, coordinating of ...

MicroTech

Problem Support Manager

Orlando, FL · On-site

Responsible for making temporary solutions (workarounds) available to incident management and for ... Responsible for problem identification, recording, investigation and diagnosis. Responsible for ...

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Incident Problem Manager information

See salary details

$36.5K

$163.4K

$193.5K

How much do incident problem manager jobs pay per year?

As of Sep 2, 2026, the average yearly pay for incident problem manager in the United States is $163,404.00, according to ZipRecruiter salary data. Most workers in this role earn between $129,000.00 and $193,000.00 per year, depending on experience, location, and employer.

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.

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 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 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.

More about Incident Problem Manager jobs

What cities are hiring for Incident Problem Manager jobs?

Cities with the most Incident Problem Manager job openings:

What states have the most Incident Problem Manager jobs?

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Incident Problem Manager jobs near you
Infographic showing various Incident Problem Manager job openings in the United States as of August 2026, with employment types broken down into 87% Full Time, 12% Part Time, and 1% Contract. Highlights an 87% Physical, 2% Hybrid, and 11% Remote job distribution, with an average salary of $163,404 per year, or $78.6 per hour.

FLEX Problem Manager, ITSM

Marriott

Bethesda, MD • Hybrid

Full-time

Medical, Dental, Vision, Life, Retirement, PTO

Posted 12 days ago

Marriott International rating

6.4

Company rating: 6.4 out of 10

Based on 1,190 frontline employees who took The Breakroom Quiz

55th of 109 rated hotels

Job description

This is a temporary position. 

The assignment duration is through April 30, 2027.

JOB SUMMARY

The FLEX Problem Manager, ITSM (IT Service Management), is part of the Technology Experience Center chartered with supporting our organizational mission to create exceptional experiences. At Marriott we are transforming the way we manage technology; this position plays a pivotal role in driving service stability, operational excellence, and continuous improvement across the enterprise.

This role oversees the full lifecycle of IT problems-from identification and investigation to documentation and resolution. By leading structured root cause analysis and coordinating cross-functional teams, the Problem Manager ensures that recurring issues are addressed effectively and permanently. The position is instrumental in fostering a root cause-driven culture in partnership with ITSM Practice Owners, Service Desk Leaders, SRE teams, and product owners across the enterprise.

CANDIDATE PROFILE Education and Experience

Required:

  • Bachelor's degree or equivalent experience/certifications
  • 5+ years of experience in ITIL-based service operations
  • Experience with ServiceNow or similar ITSM platforms
  • Proven ability to lead cross-functional teams and resolve complex issues
  • Strong analytical, communication, and documentation skills

Preferred

  • ITIL v4 certification 
  • Knowledge of incident, change, and configuration management processes
  • Ability to influence stakeholders and drive process adoption
  • Strong problem-solving and coordination skills
  • Experience managing multiple tasks and priorities in a dynamic environment 

CORE WORK ACTIVITIES

  • Lead the end-to-end Problem Management process in alignment with ITIL best practices
  • Drive thorough root cause analysis (RCA) using structured methodologies (eg, 5 Whys, Fishbone)
  • Ensure accurate documentation of problem records in ServiceNow and maintain and manage the Known Error Database (KEDB)
  • Collaborate with technical teams to implement permanent fixes and preventive measures
  • Monitor problem trends and proactively identify areas for improvement and automation
  • Facilitate post-incident reviews and ensure lessons learned are documented and acted upon
  • Develop and present problem metrics, dashboards, and executive-level reports
  • Coordinate cross-functional teams to ensure timely resolution of critical issues
  • Champion continuous improvement initiatives across ITSM processes
  • Provide guidance and training to support teams on problem management practices

At Marriott International, we are dedicated to being an equal opportunity employer, welcoming all and providing access to opportunity. We actively foster an environment where the unique backgrounds of our associates are valued and celebrated.Our greatest strength lies in the rich blend of culture, talent, and experiences of our associates. We are committed to non-discrimination on any protected basis, including disability, veteran status, or other basis protected by applicable law. 

All locations offer 401(k) plan, stock purchase plan, discounts at Marriott properties, commuter benefits, employee assistance plan, and childcare discounts.  Benefits are subject to terms and conditions, which may include rules regarding eligibility, enrollment, waiting period, contribution, benefit limits, election changes, benefit exclusions, and others. Click here to learn more.

Full-time positions also offer coverage for medical, dental, vision, health care flexible spending account, dependent care flexible spending account, life insurance, disability insurance, accident insurance, adoption expense reimbursements, and paid parental leave. 

Washington Applicants Only: Employees will accrue paid sick leave, 0.0384 PTO balance for every hour worked and be eligible to receive minimum of 9 holidays annually. 

Marriott HQ is committed to a hybrid work environment that enables associates to Be connected.  Headquarters-based positions are considered hybrid, for candidates within a commuting distance to Bethesda, MD; candidates outside of commuting distance to Bethesda, MD will be considered for Remote positions.
Marriott International is the world's largest hotel company, with more brands, more hotels and more opportunities for associates to grow and succeed. Be where you can do your best work, begin your purpose, belong to an amazing global team, and become the best version of you.

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