Incident and Problem Manager

Bessemer Trust • Woodbridge Township, NJ

6h • $105,000 - $140,000 • Hybrid

About The Position

The Incident & Problem Manager provides centralized ownership of the firm’s
Incident and Problem Management processes. This role leads major incidents
(SEV1–SEV2), drives cross-team coordination, ensures accurate, timely
communication to all audiences, and oversees structured root-cause analysis and
long-term remediation. The role strengthens operational resilience and improves
firmwide service reliability.

Requirements

• 5-10 years in Incident Management, Problem Management, IT Operations, or ITSM.
• Experience leading major incidents in a complex technical environment.
• Strong communication and facilitation skills under pressure.
• Hands-on ServiceNow Incident/Problem module experience.
• Understanding of ITIL/ITSM practices.

Nice To Haves

• ITIL or ITSM certification.
• Experience in financial services or regulated environments.
• Familiarity with monitoring tools (Datadog, LogicMonitor).
• Experience with RCA methodologies.

Responsibilities

• Serve as Incident Commander for all severe events, managing detection through resolution.
• Ensure accurate severity classification, prioritization, and routing in ServiceNow.
• Coordinate Infrastructure, Application Owners, Vendors, Communications, and Business Liaisons during triage.
• Oversee automated Teams channels, Zoom bridges, and ServiceNow-triggered collaboration workflows.
• Ensure timely and consistent communication for detection, updates, resolution, and leadership notifications.
• Review all User Support incidents to verify users are being communicated with promptly and consistently.
• Lead Root Cause Analysis for major incidents and document timelines, contributing factors, and preventive actions.
• Manage the ServiceNow postmortem workflow and cross-team review meetings.
• Ensure corrective actions, monitoring enhancements, and process changes are completed.
• Maintain the Knowledge Base by documenting lessons learned and analyzing recurring issues.
• Maintain communication templates and ensure consistent messaging to employees, advisors, leadership, technical teams, and vendors.
• Govern communication cadence, including hourly updates for SEV1/SEV2 and final summaries.
• Oversee Incident and Problem Management workflows, SLAs, routing rules, and automation.
• Partner with ServiceNow administrators to maintain integrations with Teams, Zoom, Banana Tag, and monitoring tools.
• Provide incident and problem reporting to Technology Leadership and Technology Risk & Governance.
• Identify trends, recurring issues, and SLA gaps; recommend improvements across processes, monitoring, and communication workflows.
• Maintain essential artifacts, including escalation workflows, communication templates, the vendor registry, and postmortem checklists.

Benefits

• Eligible employees may participate in a 401 (K) program with a company profit sharing contribution, medical, dental, vision, life insurance and disability covering and paid holidays, vacation, and sick days.
• Competitive base salary plus discretionary annual bonus for select positions
• A 401(k) plan with a generous annual profit-sharing contribution
• Personalized development and career opportunities, including tuition reimbursement support
• Comprehensive medical, dental, and vision plans with zero contributions for employee coverage
• Employee assistance (EAP) and wellness programs
• Hybrid work environment: 60% in office, 40% remote for most positions
• Paid time off and paid parental leave
• Employer-paid life insurance and short- and long-term disability coverage
• Legal services and financial wellness plans at no cost to employees

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed