Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Major Incident Manager
Raleigh, NC · On-site
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
Responsibilities Major Incident Management & Process Improvement Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution.
EPO Project Manager
Raleigh, NC · On-site
... issue resolution. • Works closely with, and provides direction to business, operations and ... appropriate risk management plan for the project and ensures adherence to company and unit ...
EPO Project Manager
Raleigh, NC · On-site
... issue resolution. • Works closely with, and provides direction to business, operations and ... appropriate risk management plan for the project and ensures adherence to company and unit ...
Procurement Agent
Raleigh, NC · On-site
... for resolution. * Managing of bidding process, including bid period. * Project specific responsibility to oversee receipt of bids, spreadsheet development/execution, conducting of scope review ...
New
Procurement Agent
Raleigh, NC · On-site
... for resolution. * Managing of bidding process, including bid period. * Project specific responsibility to oversee receipt of bids, spreadsheet development/execution, conducting of scope review ...
New
Procurement Agent
Raleigh, NC · On-site
... for resolution. * Managing of bidding process, including bid period. * Project specific responsibility to oversee receipt of bids, spreadsheet development/execution, conducting of scope review ...
New
Procurement Agent
Raleigh, NC · On-site
... for resolution. * Managing of bidding process, including bid period. * Project specific responsibility to oversee receipt of bids, spreadsheet development/execution, conducting of scope review ...
New
Manage project startup activities including establishing project numbers, budgets, schedules, and ... Proven leadership skills including team mentorship, conflict resolution, and stakeholder ...
Manage project startup activities including establishing project numbers, budgets, schedules, and ... Proven leadership skills including team mentorship, conflict resolution, and stakeholder ...
Manage project startup activities including establishing project numbers, budgets, schedules, and ... Proven leadership skills including team mentorship, conflict resolution, and stakeholder ...
Manage project startup activities including establishing project numbers, budgets, schedules, and ... Proven leadership skills including team mentorship, conflict resolution, and stakeholder ...
On-Site Technical Manager
Cary, NC · On-site
$100K - $120K/yr
Yorktel is currently seeking an On-Site Technical Manager who is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the ...
Quick apply
On-Site Technical Manager
Cary, NC · On-site
$100K - $120K/yr
Yorktel is currently seeking an On-Site Technical Manager who is responsible for in room and remote resolution support liaising with the Yorktel VNOC and management to ensure smooth delivery of the ...
Project Manager
Raleigh, NC · On-site
Conflict resolution skills * Superior organizational skills * Ability to multitask * Willingness to ... Experience managing all aspects of construction projects including architectural, civil, structural ...
Project Manager
Raleigh, NC · On-site
Conflict resolution skills * Superior organizational skills * Ability to multitask * Willingness to ... Experience managing all aspects of construction projects including architectural, civil, structural ...
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Quick apply
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Property Manager
Durham, NC · On-site
Strong leadership, communication, conflict resolution, and problem-solving skills. * Financial and ... managing budgets and reporting. * Self-motivated, detail-oriented, and organized. * Ability to ...
Customer Service Manager
Raleigh, NC · On-site
Build a KPI dashboard for leadership, branch managers, and Customer Care teams to track responsiveness, service quality, issue resolution, documentation accuracy, retention risk, and team ...
Posted today
Quick apply
Customer Service Manager
Raleigh, NC · On-site
Build a KPI dashboard for leadership, branch managers, and Customer Care teams to track responsiveness, service quality, issue resolution, documentation accuracy, retention risk, and team ...
Posted today
Customer Service Representative
Raleigh, NC · On-site
$15.50 - $21.25/hr
Service Case Management: Issue service cases for customer issues and track progress until resolution. Manage delivery error cases by issuing, closing, and ensuring follow-up. * Product Management:
Customer Service Representative
Raleigh, NC · On-site
$15.50 - $21.25/hr
Service Case Management: Issue service cases for customer issues and track progress until resolution. Manage delivery error cases by issuing, closing, and ensuring follow-up. * Product Management:
Project Manager
Raleigh, NC · On-site
... resolution · Project Scheduling · Communication to all project stakeholders · Supervision and management of superintendents · Subcontractor and supplies negotiation and contracting · Project ...
Project Manager
Raleigh, NC · On-site
... resolution · Project Scheduling · Communication to all project stakeholders · Supervision and management of superintendents · Subcontractor and supplies negotiation and contracting · Project ...
Physician Account Manager
Raleigh, NC · On-site
The Physician Account Manager is responsible for driving territory growth and profitability of laboratory sales through providing service and the resolution of issues in support of several sales ...
Physician Account Manager
Raleigh, NC · On-site
The Physician Account Manager is responsible for driving territory growth and profitability of laboratory sales through providing service and the resolution of issues in support of several sales ...
... resolution. · Build strong working relationships with Regional Sales Managers, Sales Engineers, Key Account Managers, distributors and selected strategic customers. · Partner closely with Outside ...
... resolution. · Build strong working relationships with Regional Sales Managers, Sales Engineers, Key Account Managers, distributors and selected strategic customers. · Partner closely with Outside ...
Legal Operations Manager
Durham, NC · On-site
Job Type Full-time Description The Legal Operations Manager reports to the General Counsel, Chief ... through resolution. * Design SOPs to ensure timely notice of potential insurance claims and ...
Legal Operations Manager
Durham, NC · On-site
Job Type Full-time Description The Legal Operations Manager reports to the General Counsel, Chief ... through resolution. * Design SOPs to ensure timely notice of potential insurance claims and ...
Legal Operations Manager
Durham, NC · On-site
Description The Legal Operations Manager reports to the General Counsel, Chief Compliance Officer ... through resolution. * Design SOPs to ensure timely notice of potential insurance claims and ...
Legal Operations Manager
Durham, NC · On-site
Description The Legal Operations Manager reports to the General Counsel, Chief Compliance Officer ... through resolution. * Design SOPs to ensure timely notice of potential insurance claims and ...
Resolution Manager information
See Durham, NC salary details
$23.3K - $32.4K
12% of jobs
$39.6K is the 25th percentile. Wages below this are outliers.
$32.4K - $41.4K
17% of jobs
$41.4K - $50.5K
7% of jobs
The median wage is $59.2K / yr.
$50.5K - $59.5K
15% of jobs
$59.5K - $68.6K
15% of jobs
$74.6K is the 75th percentile. Wages above this are outliers.
$68.6K - $77.6K
15% of jobs
$77.6K - $86.7K
9% of jobs
$86.7K - $95.7K
3% of jobs
$95.7K - $104.8K
3% of jobs
$104.8K - $113.8K
2% of jobs
$113.8K - $122.9K
2% of jobs
$23.3K
$64.3K
$122.9K
How much do resolution manager jobs pay per year?
As of Aug 12, 2026, the average yearly pay for resolution manager in Durham, NC is $64,296.00, according to ZipRecruiter salary data. Most workers in this role earn between $39,054.00 and $78,108.00 per year, depending on experience, location, and employer.
How does a resolution manager typically collaborate with other departments to resolve complex issues?
Resolution Managers frequently work cross-functionally, partnering with teams such as customer service, operations, legal, and IT to address and resolve challenging cases or disputes. Effective communication and coordination are essential, as Resolution Managers often facilitate meetings, gather input from multiple stakeholders, and ensure everyone is aligned on the resolution approach. This collaborative process not only helps in resolving issues efficiently but also provides broader insight into recurring problems, allowing the company to implement long-term process improvements.
What are the key skills and qualifications needed to thrive as a resolution manager?
To thrive as a Resolution Manager, you need strong problem-solving abilities, conflict resolution skills, and a background in business administration or a related field. Familiarity with case management software, CRM platforms, and sometimes certifications in mediation or dispute resolution are typically required. Exceptional communication, negotiation, and emotional intelligence help you manage stakeholder expectations and diffuse tense situations. These skills are crucial for efficiently resolving disputes, maintaining client satisfaction, and protecting organizational reputation.
What is the difference between Resolution Manager vs Customer Service Manager?
| Aspect | Resolution Manager | Customer Service Manager |
|---|---|---|
| Primary Focus | Resolving complex issues and disputes efficiently | Overseeing customer service teams and satisfaction |
| Required Skills | Problem-solving, conflict resolution, technical knowledge | Leadership, communication, customer relationship management |
| Work Environment | Operations, support centers, client-facing roles | Call centers, retail, service industries |
| Certifications | Relevant industry certifications, conflict resolution training | Customer service certifications, management training |
While both roles focus on customer interactions, the Resolution Manager specializes in resolving complex issues and disputes, often requiring technical or specialized knowledge. The Customer Service Manager oversees overall customer satisfaction and team management. Understanding these differences helps in choosing the right career path or hiring the appropriate professional for specific needs.
What are the most commonly searched types of Resolution jobs in Durham, NC? The most popular types of Resolution jobs in Durham, NC are:
What are popular job titles related to Resolution Manager jobs in Durham, NC? For Resolution Manager jobs in Durham, NC, the most frequently searched job titles are:
What job categories do people searching Resolution Manager jobs in Durham, NC look for? The top searched job categories for Resolution Manager jobs in Durham, NC are:
What cities near Durham, NC are hiring for Resolution Manager jobs? Cities near Durham, NC with the most Resolution Manager job openings:
Other
Re-posted 8 days ago
First Citizens Bank rating
7.4
Based on 106 frontline employees who took The Breakroom Quiz
109th of 171 rated banks
Job description
Overview
This position enhances the operational reliability, resilience, and stability of enterprise IT services through effective Major Incident Management practices. The role is responsible for leading the response to high-impact incidents, minimizing business disruption, and restoring service as quickly as possible. Facilitates the development and maturity of IT service management capabilities by driving continuous improvement across incident, problem, and change processes. Serves as a key technical and process leader during critical events and ensures compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards and regulations. Ensure that incident response procedures, post-incident reviews, and process improvements are properly documented, implemented, and managed throughout their lifecycle.
Responsibilities
Major Incident Management & Process Improvement
Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution. Drives continuous improvement of incident management processes, runbooks, and response frameworks to enhance operational effectiveness. Conducts post-incident reviews (PIRs) to identify root causes and preventative measures. Ensures incidents, problems, and associated changes are managed efficiently while maintaining service levels across platforms.
Incident Command & Coordination
Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes clear roles, timelines, and action plans during incident bridges. Removes blockers and ensures timely decision-making under pressure.
Reporting & Analytics
Responsible for documenting incidents, producing executive-level reports, and tracking key performance metrics such as MTTR (Mean Time to Restore), MTTD (Mean Time to Detect), incident volume, and SLA adherence. Monitors trends and provides data-driven insights to improve service reliability and reduce recurring issues.
Collaboration
Partners with infrastructure, application, cybersecurity, and business teams to drive swift resolution of major incidents and improve long-term service resilience. Collaborates with Problem Management to ensure root cause analysis is completed and corrective actions are tracked. Supports Change Management to reduce incident risk from changes.
Communication
Provides clear, concise, and timely communication to stakeholders at all levels during major incidents, including executive leadership. Publishes incident summaries, status updates, and post-incident reports. Ensures communication standards are met during high-pressure scenarios with a focus on transparency and business impact.
Governance & Compliance
Ensures adherence to ITIL and organizational ITSM standards. Supports audit and compliance requirements related to incident and change management processes. Maintains documentation, playbooks, and escalation procedures.
Training & Enablement
Leads or supports training for IT teams on incident response procedures, tools, and best practices. Promotes a culture of operational excellence and continuous improvement.
Qualifications
Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer
Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)
License or Certification Type:
Preferred Experience:
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
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This position enhances the operational reliability, resilience, and stability of enterprise IT services through effective Major Incident Management practices. The role is responsible for leading the response to high-impact incidents, minimizing business disruption, and restoring service as quickly as possible. Facilitates the development and maturity of IT service management capabilities by driving continuous improvement across incident, problem, and change processes. Serves as a key technical and process leader during critical events and ensures compliance with all applicable IT or Enterprise Service Management (ITSM or ESM) standards and regulations. Ensure that incident response procedures, post-incident reviews, and process improvements are properly documented, implemented, and managed throughout their lifecycle.
Responsibilities
Major Incident Management & Process Improvement
Leads the end-to-end lifecycle of major incidents, including detection, prioritization, escalation, coordination, and resolution. Drives continuous improvement of incident management processes, runbooks, and response frameworks to enhance operational effectiveness. Conducts post-incident reviews (PIRs) to identify root causes and preventative measures. Ensures incidents, problems, and associated changes are managed efficiently while maintaining service levels across platforms.
Incident Command & Coordination
Acts as Incident Commander during major incidents, coordinating cross-functional technical teams, vendors, and stakeholders to rapidly restore service. Establishes clear roles, timelines, and action plans during incident bridges. Removes blockers and ensures timely decision-making under pressure.
Reporting & Analytics
Responsible for documenting incidents, producing executive-level reports, and tracking key performance metrics such as MTTR (Mean Time to Restore), MTTD (Mean Time to Detect), incident volume, and SLA adherence. Monitors trends and provides data-driven insights to improve service reliability and reduce recurring issues.
Collaboration
Partners with infrastructure, application, cybersecurity, and business teams to drive swift resolution of major incidents and improve long-term service resilience. Collaborates with Problem Management to ensure root cause analysis is completed and corrective actions are tracked. Supports Change Management to reduce incident risk from changes.
Communication
Provides clear, concise, and timely communication to stakeholders at all levels during major incidents, including executive leadership. Publishes incident summaries, status updates, and post-incident reports. Ensures communication standards are met during high-pressure scenarios with a focus on transparency and business impact.
Governance & Compliance
Ensures adherence to ITIL and organizational ITSM standards. Supports audit and compliance requirements related to incident and change management processes. Maintains documentation, playbooks, and escalation procedures.
Training & Enablement
Leads or supports training for IT teams on incident response procedures, tools, and best practices. Promotes a culture of operational excellence and continuous improvement.
Qualifications
Bachelor's Degree and 4 years of experience in Information Technology System Engineer OR High School Diploma or GED and 8 years of experience in Information Technology System Engineer
Preferred Area of Experience:
ITSM Process Management (Incident, Major Incident, Problem, Change, or other relevant ITSM/ESM processes)
License or Certification Type:
- ITIL Certification (v3 or v4) - Preferred
- Six Sigma (Green Belt or higher) - Preferred
Preferred Experience:
- 5+ years of hands-on experience in Major Incident Management or Incident Command roles in a large enterprise environment
- Proven ability to lead severity 1 / critical outages affecting customer-facing or mission-critical systems
- Strong experience with ITSM tools (e.g., ServiceNow, BMC Remedy, or similar)
- Demonstrated success in reducing MTTR and improving incident response maturity
- Experience facilitating post-incident reviews (PIRs) and driving root cause resolution through Problem Management
- Ability to manage high-pressure situations, make rapid decisions, and coordinate distributed teams
- Strong understanding of infrastructure, applications, cloud platforms and networking concepts
- Excellent executive communication and stakeholder management skills
- Familiarity with SRE principles, observability tools, and event management frameworks is a plus
Benefits are an integral part of total rewards and First Citizens Bank is committed to providing a competitive, thoughtfully designed and quality benefits program to meet the needs of our associates. More information can be found at
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