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Problem Manager Jobs in New York (NOW HIRING)

Citizens

Principal Incident Manager

Iselin, NJ

$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

Iselin, NJ · On-site

$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 ...

iShare Inc

Change Management Specialist

Manhattan, NY · On-site

$50 - $60/hr

Experience with Incident & Problem Management integration. * Knowledge of DevOps/CI-CD change management and automation. * Strong analytical, communication, stakeholder management, and leadership ...

Sonsoft Inc

Test Environment Management

Newark, NJ

Problem Management * Change Management * Environment Conflict Management * Batch operations * 4 years of experience in Unix Shell scripting, Perl scripting, batch job setup testing, automation ...

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Problem Manager information

See New York salary details

$30.6K

$67.2K

$126.4K

How much do problem manager jobs pay per year?

As of Aug 18, 2026, the average yearly pay for problem manager in New York is $67,201.00, according to ZipRecruiter salary data. Most workers in this role earn between $36,600.00 and $91,900.00 per year, depending on experience, location, and employer.

What does a problem manager do?

A Problem Manager is responsible for identifying, analyzing, and resolving recurring IT issues to prevent future incidents. They work closely with technical teams to find root causes, implement solutions, and improve overall service reliability. Their goal is to minimize business disruptions by proactively managing problems and ensuring permanent fixes.

What are the key skills and qualifications needed to thrive as a problem manager, and why are they important?

To thrive as a Problem Manager, you need expertise in IT service management, strong analytical abilities, and troubleshooting skills, often supported by a degree in information technology or a related field. Familiarity with ITIL frameworks, incident management systems (like ServiceNow or Remedy), and relevant certifications such as ITIL Foundation or Problem Management Certification are highly valuable. Excellent communication, stakeholder management, and critical thinking skills help you proactively resolve complex issues and coordinate across departments. These skills ensure the effective identification, tracking, and permanent resolution of system problems, minimizing business impact and improving organizational stability.

What are the primary challenges a problem manager faces in their day-to-day work?

Problem Managers often contend with balancing multiple high-priority incidents while ensuring root cause analysis is thorough and documented. They must navigate between different technical teams and stakeholders to drive consensus and implement long-term solutions, which can be challenging under tight deadlines. Rapidly changing IT environments and evolving business needs require continual learning and adaptability. However, successfully overcoming these challenges leads to improved service reliability, increased job satisfaction, and valuable visibility within the organization.

How much do problem managers make?

Problem managers typically earn between $70,000 and $120,000 annually, depending on experience, industry, and location. Senior or specialized problem managers with certifications like ITIL may earn higher salaries, especially in large organizations or tech-focused environments.

Is problem management a good career?

Problem management is a valuable role within IT service management, focusing on identifying and resolving root causes of incidents to improve system stability. It requires strong analytical skills, knowledge of ITIL frameworks, and often involves collaboration with technical teams. The role offers opportunities for career growth and specialization in IT service improvement.

What is the role of a problem manager?

A problem manager is responsible for identifying, analyzing, and resolving the root causes of incidents to prevent future issues. They work closely with IT teams, utilize problem management tools, and often hold certifications like ITIL to improve service stability and reduce downtime.

What job categories do people searching Problem Manager jobs in New York look for?

The top searched job categories for Problem Manager jobs in New York are:

What cities in New York are hiring for Problem Manager jobs?

Cities in New York with the most Problem Manager job openings:

Problem Manager jobs near you
Infographic showing various Problem Manager job openings in New York as of August 2026, with employment types broken down into 86% Full Time, 13% Part Time, and 1% Contract. Highlights an 83% Physical, 2% Hybrid, and 15% Remote job distribution, with an average salary of $67,201 per year, or $32.3 per hour.

Principal Incident Manager

Citizens

Iselin, NJ

$120K - $150K/yr

Full-time, Other

Medical, Dental, Vision, Retirement, PTO

Re-posted 12 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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