Job Description

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for an Incident / Problem Manager based in the United States.

This role plays a critical part in ensuring the stability and reliability of enterprise IT services within a mission-driven federal environment. You will oversee both incident response and problem management activities, ensuring that service disruptions are resolved quickly while underlying causes are systematically addressed. Acting as a key coordination point during major incidents, you will bring together technical teams and stakeholders to restore services efficiently and maintain clear communication throughout the resolution process. The role also focuses on identifying trends, driving root cause analysis, and implementing preventive measures to reduce recurring issues. Working in a structured ITIL-based environment, you will help strengthen operational resilience and service quality. This position is well suited for professionals who thrive in fast-paced, high-accountability IT operations environments.

Accountabilities:

• Manage the end-to-end incident lifecycle, ensuring timely resolution and adherence to SLA targets.
• Coordinate major incident response activities, including stakeholder communication and escalation management.
• Lead root cause analysis (RCA) efforts for recurring and high-impact incidents to prevent future occurrences.
• Track, monitor, and manage incidents and problems within ITSM platforms such as ServiceNow.
• Analyze incident trends to identify systemic issues and recommend corrective and preventive actions.
• Collaborate with technical and support teams to resolve escalated issues efficiently and effectively.
• Produce regular performance reports and identify opportunities for continuous service improvement.

Requirements:

• Minimum of 3 years of experience in Incident Management, Problem Management, or a combined IT service management role.
• Strong knowledge of ITIL Incident and Problem Management processes and best practices.
• Hands-on experience using ITSM tools such as ServiceNow or similar platforms.
• Excellent communication, coordination, and stakeholder management skills.
• Strong analytical and problem-solving abilities with a focus on root cause identification.
• Ability to perform effectively in high-pressure, fast-paced operational environments.
• Eligibility to obtain and maintain a U.S. Government Public Trust clearance.
• Bachelor’s degree in Information Technology or a related field is preferred.
• ITIL certification and experience supporting federal IT environments are considered strong advantages.

Benefits:

• Competitive compensation package.
• Healthcare coverage starting on day one of employment.
• Paid training and professional development opportunities.
• Commuter benefits.
• Supportive work-life balance and collaborative team environment.
• Opportunity to support mission-critical federal IT operations.
• Career growth in a structured and evolving IT service management environment.

How Jobgether works:

We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

We appreciate your interest and wish you the best!

Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.

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We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses and identifying potential inconsistencies or verification signals in application materials based on available information. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.

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