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Manager Incident Management Jobs (NOW HIRING)

Citizens

Principal Incident Manager

Iselin, NJ · On-site

$120K - $150K/yr

Description Principal Service Management Specialist - Enterprise Incident Manager Location & Work Arrangement This position follows a hybrid work schedule. Candidates must be able and willing to work ...

Charles-Lea-Center

Incident Management Director Charles Lea Center | Clinical Services Drive Compliance, Safety, and Quality Outcomes The Charles Lea Center is seeking a detail-oriented Incident Management & Risk ...

Posted today

KPMG US

Manager, Incident Response

Atlanta, GA · On-site

Required : • Five years of experience in cybersecurity incident response or cyber threat management is required • Bachelor's degree from an accredited college or university (or equivalent work ...

Citizens Bank

Principal Incident Manager

Johnston, RI · On-site

$120K/yr

Principal 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 ...

KPMG

Manager, Incident Response

Los Angeles, CA

Five years of experience in cybersecurity incident response or cyber threat management is required * Bachelor's degree from an accredited college or university (or equivalent work experience ...

Truist

Cyber Incident Management Engineer

Atlanta, GA · On-site

Act as Incident Manager / Incident Coordinator for information security incidents, investigations, events, zero-days, and high-risk vulnerabilities.Drive end-to-end response from intake through ...

Truist

Cyber Incident Management Engineer

Raleigh, NC · On-site

Act as Incident Manager / Incident Coordinator for information security incidents, investigations, events, zero-days, and high-risk vulnerabilities.Drive end-to-end response from intake through ...

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Manager Incident Management information

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How much do manager incident management jobs pay per year?

As of Sep 11, 2026, the average yearly pay for manager incident management 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 a manager incident management?

A Manager Incident Management is responsible for overseeing the process of responding to and resolving incidents that disrupt normal business operations, particularly within IT or service management environments. They coordinate teams, communicate with stakeholders, and ensure incidents are handled efficiently to minimize impact on the organization. This role involves establishing incident response protocols, analyzing incident patterns, and implementing improvements to prevent future occurrences. Strong leadership, problem-solving skills, and knowledge of ITIL or similar frameworks are essential for success in this position.

What are the key skills and qualifications needed to thrive as a manager incident management?

To thrive as a Manager Incident Management, you need expertise in IT service management, risk assessment, and incident response frameworks, often backed by a degree in information technology or a related field. Familiarity with ITSM tools like ServiceNow, certifications such as ITIL, and experience with monitoring and ticketing systems are typically required. Strong leadership, decision-making, and communication skills are crucial for coordinating teams and ensuring timely resolution of incidents. These skills ensure swift, effective incident handling, minimize business disruption, and maintain organizational resilience.

How does a manager incident management typically collaborate with other departments during a major incident?

A Manager Incident Management acts as a central point of coordination during major incidents, working closely with IT operations, security, communications, and business stakeholders. They facilitate cross-departmental communication, ensure timely updates, and help prioritize resources to resolve incidents quickly. This collaborative approach minimizes business impact and ensures all relevant teams are aligned on resolution strategies and communication protocols. Building strong relationships with these departments is key to effective incident management and successful outcomes.

What is the difference between Manager Incident Management vs Incident Coordinator?

AspectManager Incident ManagementIncident Coordinator
CredentialsTypically requires a bachelor's degree in IT, Business, or related field; certifications like ITIL or COBIT are commonOften requires similar certifications and experience in incident management processes
Work EnvironmentLeads teams in IT or service management departments, overseeing incident response strategiesSupports incident resolution, coordinates between teams, and documents incidents
Employer & IndustryFound in IT, telecommunications, and large service organizationsCommon in IT service desks, support centers, and operations teams

The Manager Incident Management typically oversees incident response teams and develops strategies, while the Incident Coordinator focuses on coordinating incident resolution and communication. Both roles require similar certifications and work within the same industry environments, but differ in scope and responsibilities.

Is incident manager a good career?

An incident manager is responsible for coordinating responses to IT or operational disruptions, ensuring quick resolution and minimal impact. The role requires strong communication, problem-solving skills, and often involves certifications like ITIL. It can be a rewarding career path with opportunities for advancement in IT service management and operations.

What cities are hiring for Manager Incident Management jobs?

Cities with the most Manager Incident Management job openings:

What are the most commonly searched types of Incident Management jobs?

The most popular types of Incident Management jobs are:

What states have the most Manager Incident Management jobs?

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

What are popular job titles related to Manager Incident Management jobs?

For Manager Incident Management jobs, the most frequently searched job titles are:

Principal Incident Manager

Iselin, NJ • On-site

Citizens
See more jobs at Citizensexternal

$120K - $150K/yr

Full-time, Other

Medical, Dental, Vision, Retirement, PTO

Re-posted 7 days ago

Job description

Description

Principal 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 Principal Service Management Specialist provides strategic leadership across enterprise service management with a focus on incident management, operational resilience, governance, process maturity, and automation. This role partners with technology, business, risk, architecture, and engineering teams to strengthen service stability, accelerate service restoration, improve operational performance, and reduce recurring issues within a highly regulated environment.

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.

Lead and mature enterprise service management practices across incident management, escalation, restoration, governance, and continuous improvement processes.

Serve as a senior escalation point for high impact service issues, coordinating cross functional response efforts and ensuring timely, risk based decision making.

Partner with engineering, architecture, operations, business, and risk stakeholders to design scalable service management solutions and improve service reliability.

Drive process modernization through workflow optimization, automation, analytics, reporting, and ITSM platform enhancements, including ServiceNow.

Translate complex technical issues into clear business impact assessments, executive communications, and actionable recovery plans.

Ensure incident and service management activities align with enterprise policies, audit requirements, regulatory expectations, and operational risk frameworks.

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 metrics, dashboards, and performance indicators to improve mean time to restore, process adherence, data quality, and overall service health.

Mentor team members, influence stakeholders without direct authority, and promote a culture of accountability, resilience, innovation, and continuous improvement.

Required Qualifications

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

Experience leading enterprise level service management or incident management activities within a complex, highly regulated environment.

Strong knowledge of IT Service Management practices, incident lifecycle management, governance, risk management, audit readiness, and operational controls.

Hands on experience with ServiceNow or a comparable ITSM platform, including workflow management, reporting, automation, and data quality oversight.

Strong communication skills with the ability to engage executive and technical audiences and translate technical issues into business impact and action plans.

Demonstrated ability to influence cross functional teams, drive accountability, and lead through ambiguity and high pressure situations.

Preferred Qualifications

Experience within financial services, banking, or another highly regulated industry.

ITIL certification or equivalent service management certification.

Experience improving service management processes through automation, analytics, workflow design, or platform modernization initiatives.

Experience managing cyber incidents, operational incidents, regulatory events, or customer impacting incidents.

Core Competencies

Enterprise Service Management

Incident Management Leadership

Executive Communication

Stakeholder Management

Risk Based Decision Making

Operational Resilience

Service Governance

Process Improvement

Automation and Workflow Optimization

Data Driven Decision Making

Problem Management

Team Leadership and Mentorship

Education and Certifications

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

Additional certifications in IT Service Management, Incident Management, Risk Management, Operational Resilience, or related disciplines preferred.

Hours and Work Schedule

Hours per Week: 40

Work Schedule: Monday to Friday

Pay Transparency

The salary range for this position is $120,000 to $150,000 per year, plus an opportunity to earn additional incentive earnings. Actual pay is based on various factors including, but not limited to, 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.

Citizens Benefits Overview

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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