What does an incident manager do?
An incident manager is in charge of the upkeep and seamless operations of the IT systems in a company. Being an integral part of the IT infrastructure of a company, incident managers are employed in IT departments across various industries. The incident manager role involves managing and resolving IT-related incidents in a time-efficient manner. From evaluation to analysis and resolution, an incident manager supervises all the fundamentals of the incident management process. By following the laid-out protocol for incident managers, the job involves restoring IT services to support smooth operations within a company.
You might hire an incident manager to:
- Maintain, monitor and track the IT systems so that they are seamless and uninterrupted
- Resolve incidents in a timely and efficient manner within the scope of the incident manager role
- Make sure that incidents are recorded, monitored and rectified as per the company protocols and legal procedures that are in place
- Document the incidents by creating incident logs or reports that can be later accessed and referred to
- Collaborate with the incident management team and stakeholders, by extending technical support and direction to them
- Work on a strict timeline to help resume IT operations easily, within the incident manager job profile
Intro
At [Company X], we rely on our robust IT systems that enable us to extend powerful solutions to our clients across the world. We are on the lookout for a highly skilled incident manager who can treat incidents as opportunities for learning and improvement. The ideal incident manager must handle IT system-related incidents in a manner that limits damage and reduces recovery time and costs. By learning a lesson from every IT roadblock, the incident manager's job is a crucial way to enhance the overall operational efficiency of the company. We are seeking a fast learner, who is quick on their feet when it comes to problem-solving. With an analytical bend of mind, the incident manager candidate must know the ins and outs of the IT infrastructure, while being able to simplify it to the rest of the organisation.
Objectives of the role:
- Ensure that incidents are resolved efficiently and effectively without draining the company’s resources and time
- Adhere to company and legal protocols for handling incidents while partaking in incident manager work
- Compulsorily track and record any incidents that arise by keeping a dedicated log
- Extend technical support to team members during the course of an incident
- Foster long-term relationships with internal and external stakeholders of the company
Responsibilities:
- Oversee the incident management protocols and processes and guide the team members regarding the same
- Identify the root cause of an incident and work towards its prevention
- Understand the scale of various incidents and prioritise them, based on their urgency
- Log and record any and all incidents that fall under the incident manager job description
- Liaison with upper management and stakeholders to update them about the status of particular IT system issues
- Deep-dive into incident trends, and create process development systems to predict and tackle them in the future
Required skills and qualifications
- Bachelor’s degree in computer science, information technology, engineering or a related field
- Prior experience working as an incident manager
- Proficiency in IT service management protocols, IT infrastructure and IT operations
- Strong verbal, written, and interpersonal communication skills
Preferred skills and qualifications
- Master’s degree in computer science, information technology, or a related discipline
- Experience in project management, and customer service
- Expert-level knowledge of ITIL best practices
