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Itil Incident Jobs (NOW HIRING)

Citizens

Senior Incident Manager

Boston, MA · On-site

$100K - $135K/yr

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

kgs

Incident Manager

Washington, DC · Hybrid

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the enterprise NOC, multi-tier Service Desk, network ...

kgs

Incident Manager

Washington, DC · Hybrid

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the enterprise NOC, multi-tier Service Desk, network ...

Koniag, Inc.

Incident Manager

Washington, DC · On-site

$89K - $119K/yr

The Incident Manager operates within a mature ITIL 4-aligned IT Service Management (ITSM) practice and works in close coordination with the enterprise NOC, multi-tier Service Desk, network ...

ASM Research

Incident Manager, Sr

The Incident Manager, Senior leads major incident response activities across complex enterprise and ... The position requires strong ITIL 4 expertise, cross-functional leadership, and the ability to ...

Citizens Bank

Senior Incident Manager

Johnston, RI · On-site

$100K - $135K/yr

Preferred Qualifications • ITIL v3, ITIL 4, or equivalent service management certification. • ... incident response through automation, observability, reporting, and process optimization. Education ...

ASM Research

Incident Manager

Manassas, VA · On-site

Own and execute the Incident Management process in alignment with ITIL best practices. * Serve as the primary point of coordination during major/critical incidents, driving bridge calls and ...

Verisk

Incident Manager

Jersey City, NJ · Hybrid

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

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong leadership, communication, and customer service management skills. Key Competencies * Service Desk ...

ActioNet

Call Center (Tier 1) Manager

Rockville, MD · On-site

Knowledge of ITIL Incident, Request, Knowledge, and Problem Management processes. * Strong leadership, communication, and customer service management skills. Key Competencies * Service Desk ...

Niktor

Senior Incident Manager (IMT)

Miami, FL · On-site

Maintain consistent adherence to SLAs, KPIs, and ITIL best practices across the team. * Build and deliver high-quality post-incident reports, trend analysis, and dashboards for senior leadership ...

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Itil Incident information

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$36.5K

$163.4K

$193.5K

How much do itil incident jobs pay per year?

As of Sep 6, 2026, the average yearly pay for itil incident 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 is an ITIL Incident manager?

ITIL Incident Managers are professionals responsible for overseeing the incident management process within an organization, following the guidelines of the ITIL (Information Technology Infrastructure Library) framework. Their primary goal is to restore normal service operations as quickly as possible after an incident occurs, minimizing the impact on business operations. They coordinate incident response, communicate with stakeholders, and ensure that incidents are properly logged, categorized, and resolved according to established procedures.

How does an ITIL Incident manager typically interact with other IT teams during a major incident?

As an ITIL Incident Manager, you'll play a central role in coordinating communication and resolution efforts among various IT teams during major incidents. This involves organizing incident bridges, facilitating updates between technical teams and stakeholders, and ensuring that root causes are quickly identified and addressed. You'll often collaborate with service desk staff, network engineers, application support, and management to restore service as swiftly as possible. Strong interpersonal and organizational skills are essential for managing these cross-functional interactions effectively.

What are the key skills and qualifications needed to thrive as an ITIL Incident manager, and why are they important?

To thrive as an ITIL Incident Manager, you need a solid understanding of IT service management principles, incident handling processes, and typically an ITIL certification. Familiarity with ITSM platforms like ServiceNow, Jira Service Management, or BMC Remedy is often required. Strong analytical thinking, communication, and problem-solving skills help you effectively coordinate responses and manage stakeholder expectations. These competencies ensure rapid incident resolution, minimize service disruptions, and maintain high levels of customer satisfaction.

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

AspectItil IncidentService Desk Analyst
CertificationsITIL Foundation, Incident ManagementITIL Foundation, Customer Service
Work EnvironmentIT service management teams, IT departmentsHelp desks, customer support centers
Industry UsageIT service providers, large organizationsAll industries with IT support needs
Primary FocusRestoring IT services after incidentsHandling user requests and issues

While both roles involve managing IT issues, an Itil Incident focuses on incident management processes within ITIL frameworks, aiming to restore services quickly. A Service Desk Analyst handles user requests and provides first-line support, often working directly with end-users. Understanding these differences helps organizations assign the right responsibilities and certifications for each role.

More about Itil Incident jobs

What states have the most Itil Incident jobs?

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

What job categories do people searching Itil Incident jobs look for?

The top searched job categories for Itil Incident jobs are:

Itil Incident jobs near you
Infographic showing various Itil Incident job openings in the United States as of August 2026, with employment types broken down into 1% As Needed, 87% Full Time, 10% Part Time, and 2% Contract. Highlights an 93% Physical, 2% Hybrid, and 5% Remote job distribution, with an average salary of $163,404 per year, or $78.6 per hour.

Senior Incident Manager

Citizens

Boston, MA • On-site

$100K - $135K/yr

Full-time, Other

Medical, Dental, Vision, Retirement, PTO

Re-posted yesterday

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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