Incident/Problem Manager

Incident/Problem Manager Job Description Template

Our company is looking for a Incident/Problem Manager to join our team.


  • Initiating, coordinating, and managing major issues/problems among many stakeholders;
  • Documenting and training team members on the ESA IV incident and problem management process;
  • Analyzing data to understand issue/problem trends, frequency, and sources;
  • Compose executive summary level communication regarding outage;
  • Establishing and cultivating relationships with stakeholders to create and support the incident and problem management processes;
  • Driving the creation of the incident and problem management process for ESA IV.


  • ITIL certification;
  • Demonstrated experience with IT services and ServiceNow (or other ITSM) operations;
  • Must be curious and have a passion for solving problems;
  • Experience with Service Desk and Incident escalation and Problem management;
  • Ability to write and deliver executive level summary communications;
  • Demonstrated ability to influence and drive consensus;
  • Bachelor’s degree and 12+ years’ experience or equivalent years of experience in lieu of degree;
  • Detailed understanding of IT enterprise components – hardware, software, licensing, etc.