Incident and Problem Manager

Smartsuite; Newport Beach (CA); On-site; USD 120,000 - 170,000; Full time

Job summary

Capitolis is seeking an Incident and Problem Manager to own restoration and prevention: coordinating major incidents to resolution, conducting post-incident reviews, and guiding problem records from root cause analysis to known errors and permanent fixes. You will report trends to IT leadership and maintain an auditable incident timeline.

The role collaborates with the Service Desk, Change and Release, Security Operations, and IT Operations to drive timely, compliant risk reduction and ensure

Qualifications

• Experience coordinating major incidents and post-incident reviews.
• Strong root cause analysis, known errors and permanent fixes knowledge.
• Familiar with ITIL 4 practices and cross-team collaboration.

Responsibilities

• Coordinate major incidents and communications to resolution.
• Own the incident process, priorities and escalation.
• Run post-incident reviews and track actions to completion.
• Manage problem records, root cause analysis and known errors.
• Drive permanent fixes through change and deployment.
• Report incident trends and problem backlog to IT leadership.

Skills

Incident management

Problem management

Change management

Knowledge management

SLA/OLA tracking

Root cause analysis

Stakeholder communication

ITIL 4

Tools

ITSM tooling

SmartSuite ITSM

Job description

SmartSuite for the Incident and Problem Manager

The Incident and Problem Manager owns restoration and prevention: coordinating major incidents to resolution, running post-incident reviews, and managing problems through root cause analysis, known errors and permanent fixes. They report incident trends and problem backlog to IT leadership.

What you own

The Incident and Problem Manager owns restoration and prevention: coordinating major incidents to resolution, running post-incident reviews, and managing problems through root cause analysis, known errors and permanent fixes.

• Coordinate major incidents and communications to resolution
• Own the incident process, priorities and escalation
• Run post-incident reviews and track actions
• Manage problem records, root cause analysis and known errors
• Drive permanent fixes through change
• Report incident trends and problem backlog

Reporting lines

Who this role reports to, who reports to them, and the peers they work with most.

Reports to

• IT Service Manager

Works closely with

• Service Desk Manager
• Change and Release Manager
• Security Operations Manager
• IT Operations Director

How SmartSuite supports the Incident and Problem Manager

The Incident and Problem Manager owns restoration and prevention, and the IT Service Manager, business customers and regulators with staged reporting deadlines expect a clear record of every major incident. SmartSuite keeps one timeline from alert to permanent fix, so coordination, communication and root cause analysis live in the same record instead of three tools.

Own the incident process from priority to review

Priorities and escalation rules applied consistently

Standardized categories, priorities, ownership and queues mean a P1 is a P1 on every shift, and the escalation path you defined fires automatically on category and urgency rather than on who happens to be on duty.

Stakeholder updates from the incident record

Real-time status communication keeps affected users, the Service Desk Manager and leadership informed from the same incident record, so the bridge call is spent on restoration rather than on repeating where things stand.

Post-incident actions that do not evaporate

Each post-incident review produces actions with owners and due dates tracked in the same workspace, so the improvements agreed after a major incident are followed through rather than filed with the report.

Stay connected to the service desk, change and security

The pattern behind repeat tickets

Problem Management links repeat incidents to a single root cause and known error, so the Service Desk Manager's analysts see the workaround on the ticket and you see the pattern building rather than another isolated ticket.

SLA breaches visible before they happen

SLA and OLA enforcement tracks response and resolution clocks with escalations, so a ticket approaching breach reaches you and the Service Desk Manager while there is still time to act on it.

Security incidents and outages on one record

When the Security Operations Manager's incident is also an outage, one record holds both workstreams with shared tasks and one timeline, so containment and restoration do not run on separate clocks.

Show IT leadership the trend, not the ticket

An audit-ready incident timeline

Every action, decision and approval on a major incident is recorded with its timestamp, so the staged reports DORA and NIS2 require, or an internal review, come from the record rather than from memory.

Reliability trends that justify the fix

Continuous improvement insights analyze incident trends over time, so when you ask the IT Service Manager to fund a permanent fix the case rests on recurrence data rather than on the last bad week.

Knowledge articles born from known errors

Known errors and workarounds feed Knowledge Management, so the IT Operations Director's teams and the service desk resolve the next occurrence from the article while the permanent fix waits for its change window.

Incident. Coordinates major incidents with timelines, tasks, stakeholder updates and post-incident review actions.

Problem. Manages problem records with root cause analysis, known errors and linked incidents and changes.

Change. Raises changes for permanent fixes and tracks them to deployment.

Reporting. Reports incident trends, MTTR and problem backlog to IT leadership.

Products this role uses most

IT Incident Management

Detect and resolve IT incidents quickly with structured workflows, SLA tracking, and real-time visibility across systems and service operations.

Problem Management

Identify root causes and prevent recurring issues with problem records linked to incidents, known error documentation, and dashboards that show trends.

Change Management

Plan, approve, and implement changes with workflows, risk controls, and a current view across systems and services.

Knowledge Management

Centralize and deliver knowledge across service workflows with governed articles, workspace search, and links to tickets, incidents, and problems.

Industry reference

ITIL 4's incident management and problem management practices define the role, with ISO/IEC 20000-1 requiring both processes and COBIT 2019's DSS02 and DSS03 setting the control objectives. Regulators look at the record: DORA requires major ICT incidents to be classified and reported on staged timelines (Article 19: an initial notification, an intermediate report when the status changes materially and a final report once root cause analysis is complete), NIS2 requires early warning within 24 hours, US banks must notify regulators within 36 hours, HIPAA requires security incident procedures and FedRAMP requires incident reporting for authorized systems.

Related roles

• IT Service Manager

Explore Further

Guides and definitions from the GRC Knowledge Center and the What-is glossary, chosen for this role.

Frequently asked questions

The Incident and Problem Manager owns restoration and prevention. On the incident side, that means the incident process, priorities and escalation rules, coordinating major incidents and their communications to resolution and running post-incident reviews with tracked actions. On the problem side, it means problem records, root cause analysis, known errors and driving permanent fixes through change. They report incident trends and the problem backlog to IT leadership, which is how the two halves are judged together.

IT Incident Management coordinates major incidents with timelines, tasks, stakeholder updates and post-incident review actions. The timeline records what happened and when, tasks are assigned to the people restoring service, stakeholder updates go out from the same record, and the review actions are captured when the incident closes rather than lost in a meeting. The Service Desk Manager and Security Operations Manager see the same incident, so communication during restoration comes from one place.

Problem Management manages problem records with root cause analysis, known errors and linked incidents and changes. Each problem shows the incidents that raised it, the analysis of the root cause, the known error and workaround while a fix is pending, and the change that will remove it. That linkage is what lets the Incident and Problem Manager show that recurring incidents are being prevented, not just restored, and it is the problem backlog they report on.

Change Management raises changes for permanent fixes and tracks them to deployment, linked back to the problem record that justified them. The Incident and Problem Manager can see which problems have a change raised, where that change sits with the Change and Release Manager and when it was deployed, and then confirm the related incidents stop recurring. Knowledge Management holds the known errors and workarounds so the service desk applies them consistently in the meantime.

SmartSuite reports incident trends, MTTR and problem backlog to IT leadership from the incident and problem records themselves. The Incident and Problem Manager can show the IT Service Manager and IT Operations Director how time to restore is moving, which services generate repeat incidents and how many problems are open with and without a change raised. Because the data comes from the records, the trend is defensible when regulators such as DORA or NIS2 supervisors ask about the incident history.

An IT team needs its incident priority matrix, escalation rules and the list of open problems and known errors. New customers can start with SmartSuite Onboarding, a guided four-week program around one or two priority workflows; for this role the first workflow is major incident coordination in IT Incident Management, with Problem Management following. Historic incidents give the trend reporting a baseline, and the service desk keeps logging incidents in the same records.