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Itil Incident Manager Jobs (NOW HIRING)

Citizens

Senior Incident Manager

Johnston, RI

$100K - $135K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Knowledge of ITIL based incident, problem, change, escalation, and service management practices ... Experience navigating large corporate environments, preferably in a highly regulated industry such ...

Citizens

Senior Incident Manager

Boston, MA

$100K - $135K/yr

  • Medical

  • Dental

  • Vision

  • Retirement

  • PTO

Knowledge of ITIL based incident, problem, change, escalation, and service management practices ... Experience navigating large corporate environments, preferably in a highly regulated industry such ...

Apex Systems

Technology Incident Manager

Brooklyn, OH · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

Assess incident scope, severity, and business impact to determine appropriate escalation paths and ... Adhere to ITIL-based service management practices and established organizational processes.

NorthEastern

Incident Manager

Boston, MA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator ... ITIL, ServiceNow, or other ITSM related certifications are preferred * An understanding of ...

Northeastern University

Incident Manager

Boston, MA · On-site

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

The Incident and Reporting Manager will also serve as the first-line Major Incident Coordinator ... ITIL, ServiceNow, or other ITSM related certifications are preferred * An understanding of ...

Niktor

Senior Incident Manager (IMT)

Miami, FL · On-site

Maintain consistent adherence to SLAs, KPIs, and ITIL best practices across the team. * Build and ... Incident Management, with 2+ years in a managerial or team lead capacity - preferably within ...

Verisk

Incident Manager

Jersey City, NJ · On-site

  • Medical

  • Retirement

  • PTO

Solid understanding of ITIL frameworks (Incident, Problem, Change Management) * Knowledge with cloud platforms, preferably AWS * Experience with distributed systems, microservices architecture, and ...

AssetMark

Incident Manager

Charlotte, NC · On-site

$80K - $110K/yr

  • Medical

  • Dental

  • Vision

  • Life

  • Retirement

  • PTO

Incident Managers are hands-on operators responsible for driving rapid service restoration ... Knowledge of ITIL frameworks (helpful, but not required) How We Measure Success Success in this ...

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Itil Incident Manager information

See salary details

$36.5K

$163.4K

$193.5K

How much do itil incident manager jobs pay per year?

As of Aug 17, 2026, the average yearly pay for itil incident 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 ITIL Incident Manager do?

An ITIL Incident Manager is responsible for overseeing the incident management process within an organization. Their primary role is to restore normal service operations as quickly as possible when incidents occur, minimizing the impact on business operations. They coordinate response efforts, analyze incident trends, and ensure communication between technical teams and stakeholders. Additionally, they work to improve processes to prevent future incidents and may provide reports and recommendations to management.

What are the key skills and qualifications needed to thrive as an ITIL Incident Manager?

To thrive as an ITIL Incident Manager, you need a deep understanding of ITIL frameworks, strong analytical skills, and experience in IT service management, often paired with ITIL certification. Familiarity with incident management tools like ServiceNow, Jira Service Management, or BMC Remedy is typically required. Excellent communication, problem-solving, and leadership abilities help coordinate teams and manage stakeholder expectations in high-pressure situations. These skills ensure rapid incident resolution, minimize business disruption, and uphold service quality standards.

How does an ITIL Incident Manager typically interact with other IT teams during the incident resolution process?

An ITIL Incident Manager works closely with service desk agents, technical support teams, and problem management specialists to coordinate swift resolution of incidents. They facilitate communication between teams, prioritize incidents based on business impact, and ensure that updates are shared with stakeholders. This collaborative approach ensures quick restoration of services and helps prevent recurrence of similar incidents. Effective incident managers often lead regular incident review meetings and use post-incident reports to drive continuous improvement across teams.

What is the difference between Itil Incident Manager vs Service Desk Analyst?

AspectItil Incident ManagerService Desk Analyst
CertificationsITIL Foundation, Incident Management certificationsITIL Foundation, Service Desk certifications
Work EnvironmentIT service management teams, incident resolutionHelp desk, user support, ticket handling
Employer & IndustryIT service providers, large organizationsIT support centers, corporate IT departments
Search & Comparison IntentUnderstanding incident management roles, certificationsHelp desk roles, support responsibilities

The Itil Incident Manager focuses on managing and resolving IT incidents to restore services quickly, often overseeing incident processes and coordinating teams. A Service Desk Analyst primarily handles user support tickets, providing frontline assistance and troubleshooting. While both roles require ITIL certifications and work within IT service environments, the Incident Manager has a broader responsibility for incident resolution processes, whereas the Service Desk Analyst is more user-facing and operational.

What cities are hiring for Itil Incident Manager jobs?

Cities with the most Itil Incident Manager job openings:

What states have the most Itil Incident Manager jobs?

States with the most job openings for Itil Incident Manager jobs include:

Itil Incident Manager jobs near you
Infographic showing various Itil Incident Manager job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 81% Physical, 2% Hybrid, and 17% Remote job distribution, with an average salary of $163,404 per year, or $78.6 per hour.

Senior Incident Manager

Citizens

Johnston, RI

$100K - $135K/yr

Full-time, Other

Medical, Dental, Vision, Retirement, PTO

Re-posted 12 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

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