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Problem Manager Jobs in Hempstead, NY (NOW HIRING)

Verisk

Incident Manager

Jersey City, NJ · Hybrid

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

Verisk

Incident Manager

Jersey City, NJ · On-site

$110K - $130K/yr

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

Tata Consultancy Service Limited

Zone Manager

New York, NY · On-site

$90K - $115K/yr

ITIL based service management (Incident, Problem, Change) * Stakeholder and customer relationship management * Performance monitoring, reporting, and governance * Continuous improvement and service ...

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Problem Manager information

See Hempstead, NY salary details

$29.1K

$63.9K

$120.1K

How much do problem manager jobs pay per year?

As of Aug 15, 2026, the average yearly pay for problem manager in Hempstead, NY is $63,877.00, according to ZipRecruiter salary data. Most workers in this role earn between $34,800.00 and $87,400.00 per year, depending on experience, location, and employer.

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 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 follow ITIL best practices to improve service stability and reduce downtime.

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.

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 is a problem manager?

A problem manager is a professional responsible for identifying, analyzing, and resolving the root causes of incidents within an organization’s IT or service environment. They work to prevent recurring issues by implementing solutions and often use ITIL frameworks and tools to manage problem records and coordinate with technical teams.

What cities near Hempstead, NY are hiring for Problem Manager jobs?

Cities near Hempstead, NY with the most Problem Manager job openings:

Problem Manager jobs near you

Senior Vice President, Production Services, Problem Management

BNY Mellon

Jersey City, NJ • On-site

Full-time

Re-posted 7 days ago

BNY Mellon rating

7.3

Company rating: 7.3 out of 10

Based on 52 frontline employees who took The Breakroom Quiz

123rd of 150 rated financial services

Job description


At BNY, our culture allows us to run our company better and enables employees' growth and success. As a leading global financial services company at the heart of the global financial system, we influence nearly 20% of the world's investible assets. Every day, our teams harness cutting-edge AI and breakthrough technologies to collaborate with clients, driving transformative solutions that redefine industries and uplift communities worldwide.
Recognized as a top destination for innovators, BNY is where bold ideas meet advanced technology and exceptional talent. Together, we power the future of finance - and this is what #LifeAtBNY is all about. Join us and be part of something extraordinary.
We're seeking a future team member for the role of Senior Vice President, Production Services Problem Management Specialist to join our Production Services Application Support team. This role is located Jersey City, NJ, New York, Pittsburgh, PA or Lake Mary, FL
Seeking a senior IT Service Management (ITSM) professional to identify, analyze, and address the root causes of incidents affecting business services. This role will reduce operational risk, improve service stability, and drive continuous improvement through structured problem management practices.
In this role, you'll make an impact in the following ways:
Problem Identification and Management
  • Lead the lifecycle of problem records from identification through closure.
  • Analyze recurring incidents, major incidents, and service disruptions to determine whether a problem investigation is required.
  • Prioritize problems based on business impact, risk, and recurrence.

Root Cause Analysis (RCA)
  • Facilitate and lead root cause investigations involving technical and business stakeholders.
  • Apply structured methodologies such as:
    • 5 Whys
    • Fishbone (Ishikawa) Analysis
    • Fault Tree Analysis
    • Kepner-Tregoe
    • Timeline/Event Correlation Analysis
  • Validate root causes through evidence-based analysis rather than assumptions.
  • Produce executive and technical RCA reports.

Contributing Factor Analysis
  • Identify technical, procedural, organizational, and human factors contributing to service disruptions.
  • Analyze dependencies across infrastructure, applications, networks, cloud platforms, vendors, and operational processes.
  • Recommend preventative measures to reduce recurrence.

Corrective Action Management
  • Assign remediation tasks to appropriate technical teams.
  • Establish ownership, timelines, and success criteria.
  • Monitor progress and remove roadblocks.
  • Verify completion and effectiveness of corrective actions.
  • Ensure long-term fixes are implemented rather than temporary workarounds.

Stakeholder Communication
  • Provide regular updates to senior leadership and operational teams.
  • Present findings and recommendations in business-friendly language.
  • Facilitate post-incident reviews and lessons-learned sessions.
  • Build consensus among multiple technology teams.

Process Governance and Continuous Improvement
  • Maintain compliance with ITIL Problem Management processes.
  • Develop metrics and reporting on:
    • Problem backlog
    • RCA completion rates
    • Corrective action closure rates
    • Repeat incident reduction
    • Service availability improvements
  • Drive continual service improvement initiatives

To be successful in this role, we're seeking the following:
Technical Skills
  • Advanced Root Cause Analysis techniques
  • Incident and Problem Management processes
  • ITIL framework knowledge
  • ServiceNow or equivalent ITSM platforms
  • Infrastructure, application, and cloud technology fundamentals
  • Data analysis and trend identification
  • Risk assessment and mitigation

Analytical Skills
  • Ability to synthesize information from multiple technical domains
  • Pattern recognition across incidents and outages
  • Evidence-based decision making
  • Complex problem-solving under pressure

Leadership Skills
  • Cross-functional coordination
  • Meeting facilitation
  • Conflict resolution
  • Accountability management
  • Influencing without direct authority

Communication Skills
  • Executive-level reporting
  • Technical documentation
  • Presentation and facilitation
  • Stakeholder management
  • Writing concise RCA reports

Typical Experience Requirements
A Problem Manager with 5+ years of experience is generally expected to demonstrate:
  • Leadership of complex RCA investigations involving multiple support groups.
  • Experience managing large-scale production incidents and post-incident reviews.
  • Proven success reducing recurring incidents through permanent corrective actions.
  • Ability to coordinate infrastructure, application, network, security, vendor, and business teams.
  • Experience tracking and driving remediation efforts to completion.
  • Familiarity with enterprise production environments and operational support organizations.
  • Strong understanding of service reliability, operational risk, and business continuity principles.

Knowledge of and experience with common performance measures (KPI) including:
  • RCA Quality - Percentage of RCAs completed within SLA
  • Problem Resolution - Problem closure rate
  • Corrective Actions - Percentage completed on time
  • Service Stability - Reduction in repeat incidents
  • Operational Efficiency - Reduction in incident volume
  • Risk Reduction - Number of high-risk problems eliminated
  • Governance - Compliance with Problem Management standards

BNY assesses market data to ensure a competitive compensation package for our employees. The base salary for this position is expected to be between $102,000 and $221,000 per year at the commencement of employment. However, base salary if hired will be determined on an individualized basis, including as to experience and market location, and is only part of the BNY total compensation package, which, depending on the position, may also include commission earnings, discretionary bonuses, short and long-term incentive packages, and company- sponsored benefit programs.
This position is at-will and the Company reserves the right to modify base (as well as any other discretionary payment or compensation) at any time, including for reasons related to individual performance, change in geographic location, Company or individual department/team.

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About BNY Mellon

Sourced by ZipRecruiter

BNY Mellon is a global investments company dedicated to helping its clients manage and service their financial assets throughout the investment lifecycle. Whether providing financial services for institutions, corporations or individual investors, BNY Mellon delivers informed investment and wealth management and investment services in 35 countries. As of Dec. 31, 2021, BNY Mellon had $46.7 trillion in assets under custody and/or administration, and $2.4 trillion in assets under management. BNY Mellon can act as a single point of contact for clients looking to create, trade, hold, manage, service, distribute or restructure investments. BNY Mellon is the corporate brand of The Bank of New York Mellon Corporation (NYSE: BK). Additional information is available on www.bnymellon.com . Follow us on Twitter @BNYMellon or visit our newsroom at www.bnymellon.com/newsroom for the latest company news.

Industry

Finance and insurance

Company size

10,000+ Employees

Headquarters location

New York, NY, US

Year founded

1784

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