Incident Manager Job Description
Incident manager
provides enterprise-level Service Management practice to strengthen current IT environment operations and implement industry best practices leveraging the Information Technology Infrastructure Library (ITIL) framework.
Incident Manager Duties & Responsibilities
To write an effective incident manager job description, begin by listing detailed duties, responsibilities and expectations. We have included incident manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Maintain up-to-date knowledge of ITIL including awareness of new or revised ITIL processes
The global team operates to a follow the sun model and each geographic team will have global ownership during their core hours being the central point of focus for high impact and complex problems
Perform regular ITIL event planning awareness training for all employees to ensure consistently high levels of compliance with all approved policies and procedures
Responsible for Incident Management operational tasks
Interaction with HP delivery and account service team (AST)
May require to work on shifts and weekends depending on schedule
Work closely with Problem Management to identify Root Cause and Defect Prevention Process investigations
Update the incident reporting systems with resolution information, liaise with problem management on detection of potential trends
Maintain and improve the Incident Management process by working with senior management across vast communities of our business
Create and maintain required documentation (policies, standards, baselines, guidelines and procedures)
Incident Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Incident Manager
List any licenses or certifications required by the position: ITIL, ITSM, CISCO, CISSP, V3, AWS, PMP, II, IAT, WCCA
Education for Incident Manager
Typically a job would require a certain level of education.
Employers hiring for the incident manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and University Degree in Computer Science, Education, Technical, Engineering, Telecommunications, Business, Information Technology, Management, Science, Computer Information Systems
Skills for Incident Manager
Desired skills for incident manager include:
ITIL
ETOM
Core
Industry practices related to Service Management and Lifecycle
Infrastructure and customer tools connected to delivery
Service Layer
WLA to be used for the specific customers
Ericsson: BSS
Access – Service views and other vendors equipment where applicable
Global financial institutions in terms of technology/infrastructure and their dependencies and requirements
Desired experience for incident manager includes:
Strong ITSM Process depth and breadth for Incident management functions
Should have a high level knowledge on multiple IT related technologies
Strong ITSM Process depth and breadth for incident management
Experience with incident/problem management tool set
To manage Incidents 24X7 and ensure minimal disruption to the service
Verification of MIN\Notification messages to ensure completeness & correctness of the information being sent to the customer
Incident Manager Examples
1
Incident Manager Job Description
Job Description Example
Our company is searching for experienced candidates for the position of incident manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for incident manager
- Conduct continuous process improvement for the Incident Management Life Cycle and Incident Post Mortem process
- Assist with defining Production Support procedures and processes based on agreed work-around
- Collaborate with IT and Business Incident Managers to share knowledge of people, process, post mortem follow ups, workarounds, and technology
- Identify and evaluate for each application potential issues that may need remediation and create a plan of action to work with the business and IT to remediate
- Maintain business level knowledge of what are the key applications for each business area
- Establish relationships within the firm being able to fully support any critical incident as required during high-profile events within the firm
- Create daily/weekly/monthly MI reporting as required to establish that all required SLA's are being meet for internal and external clients
- Review activity of all event related activities and provide on-going communication and feedback to senior management
- Oversee and support senior business and IT managers in meeting established SLA's required to meet regulation standards
- Oversee enhancement recommendations for the Incident Management system working with all likes of our business
Qualifications for incident manager
- On any emergency event the Incident Manager is responsible to ensure that any required support staff & necessary resources (facilities, equipment, systems, ) are available, involved and focused in restoral of the system
- On any emergency event, the Incident Manager is responsible for execution of the Escalation Decision Point discussion and decision
- Participate in the writing of the Event Report and/or RCA
- Ensure that the recovery is proceeding in a timely and efficient manner
- Ensure that the proper Local Support staff is participating in the Event
- Determine if the Event is properly classified as an Emergency and takes appropriate actions
2
Incident Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of incident manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for incident manager
- Execution of the enterprise Incident Management process, including management of incident queues, escalation as required to ensure that incidents are being resolved timely
- Develop and provide operational metrics for all incidents and problems including backlog, Mean Time to Repair, aging, status, root cause
- Provides input to Problem Management for the analysis of Incident data and identification of trends
- Be accountable for the delivery of service to IT end users globally
- Be accountable for the management and governance of strategic suppliers who provide End User Services (Service Desk, DeskSide Support) globally
- Management of SLA’s (Service Level Agreements) with the End User services suppliers
- Support the development of the appropriate service culture within the internal and external delivery teams
- Provide inputs to the Problem Management process to prevent repeat incidents and to minimize the impact to of incidents that cannot be prevented
- Assist with delivery of consistent Service Delivery reporting
- Provide data, input and commentary for reports relating to Incident Management
Qualifications for incident manager
- Update Event News with the progress of the recovery
- Update management on the progress of the recovery, as required
- Assist the PQM in handling any political issues with regards to the event, thus allowing the technical specialists to focus on technical matters
- Initiate management escalations as necessary
- Manage the information distributed in the periodic Event News and on the conference bridges established for communications during the event
- Manage any interfaces that extend outside the normal support area of responsibilities (e.g., 3PP, PLM, Small Competence Centers)
3
Incident Manager Job Description
Job Description Example
Our innovative and growing company is hiring for an incident manager. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for incident manager
- Manage incidents and service requests from cradle-to-grave ensuring that tickets are created, well documented, updated appropriately and the customer informed of progress throughout the lifecycle
- The primary purpose of the Incident Manager role is to ensure that impacting incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service
- Responsible for Global facilitation and response of all major incidents impacting mission critical business Applications and Infrastructure Services on a 24/7/365 basis
- Assist the Manager, Global Incident Management Communications and team with daily operational duties and tasks ensuring documented processes are followed and Incident Communications are accurate, sent out in a timely, effective and efficient manner meeting SLA commitment
- Management E2E of all Major Incidents and Major Incident Risks within scope
- Making all decisions regarding the available options for resolving the Incident
- Managing Incident Communications to ensure users are always up to date with relevant information about their incident
- Responsible for service improvement activities as part of the CSIP for Incident Management
- Managing/Hosting technical bridge lines as appropriate for high priority and major incidents
- Working within a multi-vendor environment on complex infrastructure
Qualifications for incident manager
- Able to be assertive
- Assure that the technical staff is aware of how to locate site specific information, , remote access details, installed base data, Assist with acquisition of same if necessary
- Utilising the Incident Manager Checklist, assures that all required actions of emergency handling are accomplished
- At least 4 years experience in Incident Manangment
- University Degree or Information Technology Diploma
- Three years of professional work with experience in technical computer knowledge (Hardware, OS and Application) or Help/Service Desk
4
Incident Manager Job Description
Job Description Example
Our company is looking to fill the role of incident manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for incident manager
- Ensure production/completion of Incident Management Reporting in line with SLA requirements
- Facilitate Collaboration with Problem Management team to ensure successful transition of Incidents into Problem Investigations
- Manage/Collate Incident Management knowledge base detailing knowledge articles on recurring Incidents and root cause, Key Stakeholders, Business Impact Analysis, Incident Trending/analytics
- Manage high priority incidents through to closure verify Priority and reallocation as necessary
- Determine incident severity and ensure appropriate and timely progression through to resolution
- Coordination and communication throughout incident, facilitating conference calls where necessary
- Escalation where appropriate
- Verification of resolution details in support of Incident closure and valid MI activity
- Production of Management Incident Information
- Conduct incident reviews with lines of service within agreed timescales
Qualifications for incident manager
- Incident Management (Investigation, Diagnosis, Resolution & Recovery)
- At least 4 years experience in Incident Management
- Manages the Incident triage calls, which serves as the single escalation point to Incident Managers
- Chairs technical meetings and manages tasks across allocated resources from multiple teams
- Conducts management meeting and ensures customer sign off prior to incident resolution
- 6 years + experience working in an IT related Service Industry with basic working knowledge of infrastructure technologies such as, but not limited to, different Unix server platforms Wintel systems, relational database systems, networking protocols and topologies, and collaboration technologies
5
Incident Manager Job Description
Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of incident manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for incident manager
- Manage multiple workstreams, identify/validate/justify reported Major incident information and manage MIM workload by pushing back where necessary
- Key Stakeholder management and compilation Incident/Service specific Stakeholders/SME’s (IT Operational, Customer & 3rd Party)
- Collaboration/Direction of Key Stakeholders to minimise Incident Impact and Restore Service within SLA timescales
- Providing management of all high severity incidents (Severity 1 and 2)
- Form other teams where necessary to ensure resolution of incident within SLA
- Act as a key interface with the Account and the rest of the Technicians
- Hold Management bridges via conference call to ensure accurate and up to date information is available to the Senior Management Team and/or customer
- Escalation and notification to appropriate management teams
- Co-ordinate resolution between lines of service
- Monitor Kp.org application ( offshore team) and all it’s functions and Analyze events & Triage
Qualifications for incident manager
- Solid operational, helpdesk or support background involving level one and level two analysis and resolution of problems
- Proficient knowledge of, and/or heavy exposure to, several different technical disciplines such as UNIX, Windows, Linux/Storage, networks, mainframe, WEB, or database
- 1-2 years of business experience, preferably on the Incident Manager position / Co-Ordinator position in IT Services sector
- Readiness for 24/7 working time system
- A basic knowledge of IT hosting environments
- Must have prior IT support experience