Role
Overview: The Incident Manager is responsible for
managing the incident lifecycle to ensure that IT services are restored as
quickly as possible after an interruption. This role requires expertise in
incident management processes, coordination, and communication with various
stakeholders to minimize business impact.
Key
Responsibilities:
Manage the incident lifecycle,
including detection, logging, classification, prioritisation, investigation,
resolution, and closure of incidents.
Coordinate with IT teams and
service desk to ensure timely resolution of incidents and minimize downtime.
Escalate incidents as necessary
according to established escalation processes.
Communicate incident status,
impact, and resolution progress to stakeholders, including users and
management.
Conduct post-incident reviews
to identify root causes and ensure continuous improvement in incident
management processes.
Maintain and update the
incident management process documentation and ensure compliance with ITIL or
other relevant frameworks.
Develop and deliver training on
incident management processes and tools to IT staff.
Collaborate with Problem and
Change Managers to ensure seamless coordination between incident, problem, and
change management processes.
Required
Qualifications:
Bachelor’s degree in
Information Technology, Computer Science, or a related field.
5+ years of experience in IT
service management, with a focus on incident management.
Relevant certifications such as
ITIL Foundation, ISO/IEC 20000, or similar.
Strong understanding of ITIL
incident management processes and best practices.
Experience with ITSM tools such
as ServiceNow, BMC Remedy, or similar.
Key
Skills:
Expertise in incident
management and coordination.
Strong analytical and
problem-solving skills.
Excellent communication and
interpersonal skills.
Ability to work under pressure
and manage high-stress situations.
Strong organizational and
multitasking skills.