Incident Manager Role
The Incident Manager is responsible for the end-to-end management of all IT major incidents. This involves leveraging technology to issue timely updates to key stakeholders and management throughout the incident process.
Key Responsibilities
1. Contact support groups and coordinate resources during a major incident.
2. Manage major incidents from beginning to end, providing regular updates until closure.
3. Collaborate with key stakeholders to create a Post Incident Report that includes a chronology of steps taken, business impact, probable root cause, and preventative actions.
4. Demonstrate ability to learn, apply, and retain large volumes of information in high-pressure situations.
5. Ensure a high standard of work in documentation and interaction with various levels of stakeholders.
6. Work flexible hours as described in the job scope, including occasional weekend and late-night support.
7. Partner with Problem Managers to identify underlying causal factors, document preventative measures, and address them before updating and closing out major incidents.
8. Perform trend analysis on recurring incidents and develop action plans with relevant technical stakeholders to implement permanent resolutions.
Critical Job Knowledge and Competencies
1. Responsible for planning and coordinating activities required to perform, monitor, escalate, and report on major incidents.
2. Communicate effectively with Service Owners and relevant stakeholders throughout the incident process.
3. Facilitate Incident Reviews to ensure complete incident summaries, including resolution, business impact, outage times, and root cause.
4. Ensure the closure of all resolved major incidents.
5. Improve IT service quality by identifying recurring incidents and working with respective teams to implement preventative measures.
6. Establish continuous process improvement cycles, reviewing process performance, activities, roles, responsibilities, policies, procedures, and supporting technology, and creating action plans to implement improvements.
7. Collaborate with Problem Managers to ensure preventative measures are implemented.
8. Expertly interact with users and technical staff to correct incidents in a timely manner.
9. Possess strong problem-solving and analytical skills, with the ability to analyze large volumes of technical data in a fast-paced environment.
10. Demonstrate a customer-focused approach as a team player, with excellent communication skills and the ability to explain technical information to non-technical users.
Qualifications and Skills
* 2-5 years of specialized experience.
* 3-5 years of experience in IT Incident or Service Management, or a similar role.
* Required: Bachelor's degree (BA/BS).
* Preferred: Master's degree (MA/MS/MBA) or higher.
* Licenses/Certifications/Registrations: ITIL Certification preferred.
* Software Systems/Programming Languages: Prior experience with ServiceNow preferred.