Incident Manager job description
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What does a Incident Manager do?
The Incident Manager is key to maintaining the stability and integrity of IT services by efficiently managing and resolving incidents. This role is critical in minimizing service disruptions and ensuring that the IT infrastructure operates smoothly, aligning with business continuity goals.
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What are the Key Responsibilities of Incident Manager
- Coordinate the incident management process, ensuring effective and rapid response to incidents.
- Identify the root causes of incidents and initiate actions to prevent recurrence.
- Communicate with stakeholders during and after incident resolution.
- Develop and maintain incident management procedures and policies.
- Monitor and report on incident management process performance.
- Lead incident review meetings and drive continuous improvement initiatives.
- Collaborate with IT teams to ensure alignment of incident response strategies.
What are the Skills and Requirements for a Incident Manager?
- Strong understanding of ITIL framework and incident management processes.
- Excellent problem-solving and analytical skills.
- Effective communication and interpersonal abilities.
- Proficiency in using incident management tools like ServiceNow or JIRA.
- Ability to work under pressure and manage stressful situations.
What are the KPIs to track for Incident Manager?
The Incident Manager's performance is evaluated through efficient incident resolution within SLA, reduction in incident recurrence, and improvement in incident response times and communication during critical incidents.
Incident Resolution Time
Reduction in time taken to resolve incidents.
Incident Recurrence Rate
Decrease in the number of repeated incidents.
Stakeholder Communication
Improvement in quality and timeliness of communication during incidents.
Reports to
IT Service Manager
Collaborates with
IT Support Teams, Problem Management Teams
Leads
Incident Response Team
Are any specific tools or software required for the Incident Manager role?
- ServiceNow
- JIRA
- PagerDuty
- Slack
What is the qualification of Incident Manager?
Bachelor's degree in Information Technology or a related field, with 3-5 years of experience in IT service management and incident management.
