Incident Manager Role
The Incident Manager is responsible for the end-to-end management of all IT major incidents. Leveraging technology, they issue communications and provide timely updates to key stakeholders and management.
Main Responsibilities
1. Coordinate resources and contact support groups during a major incident.
2. Manage major incidents from start to finish, including intermittent updates until closure.
3. Work with stakeholders to publish a Post-Incident Report detailing steps taken to research and resolve the incident, business impact, probable root cause, and preventative actions.
4. Learn, apply, and retain large volumes of information quickly.
5. Ensure high standards of work (documentation, interaction with various levels) while working under pressure.
6. Work flexible hours as described in the job scope.
7. Collaborate with Problem Managers to identify underlying causes and document preventative measures before closing out major incidents.
8. Perform trend analysis on recurring incidents and develop action plans with technical stakeholders to implement permanent resolutions.
Critical Knowledge and Skills
1. Plan and coordinate activities required for major incidents, including monitoring, escalation, and reporting.
2. Communicate with Service Owners and relevant stakeholders throughout major incidents.
3. Facilitate Incident Reviews to ensure complete summaries with resolution, business impact, outage times, and root cause.
4. Close resolved major incidents effectively.
5. Improve IT service quality by identifying recurring incidents and collaborating with teams to implement preventative measures.
6. Establish continuous process improvement cycles to review and enhance processes, roles, responsibilities, policies, procedures, and supporting technology, creating action plans to implement improvements.
7. Work with Problem Managers to implement preventative measures.
8. Interact expertly with users and other technical staff to correct incidents promptly.
9. Apply strong problem-solving and analytical skills to analyze technical data in fast-paced environments.
10. Demonstrate customer-focused teamwork, positive attitude, expert communication skills, and ability to communicate technical information to non-technical users.
Qualifications and Skills
* 2-5 years of specialized experience.
* 3-5 Years Experience working in IT Incident/Service Management or similar role.
* Required: BA/BS degree.
* Preferred: MA/MS/MBA degree.
* Licenses/Certifications/Registrations: ITIL Certification preferred.
* Software Systems/Programming Languages: Prior experience with ServiceNow preferred.