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    Responsibilities of Incident Manager

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    Melissa Miller
    The Incident Manager will be responsible for: 1) understanding ongoing diagnostic and resolution efforts, 2) facilitating communication between teams to resolve incidents, and 3) providing periodic updates to stakeholders and resolving incidents. They will work with teams to identify workarounds, set timelines, authorize communications, document lessons learned, and ensure issues are fully resolved.

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    Responsibilities of Incident Manager

    Uploaded by

    Melissa Miller
    276 views3 pages
    The Incident Manager will be responsible for: 1) understanding ongoing diagnostic and resolution efforts, 2) facilitating communication between teams to resolve incidents, and 3) providing periodic updates to stakeholders and resolving incidents. They will work with teams to identify workarounds, set timelines, authorize communications, document lessons learned, and ensure issues are fully resolved.

    Original Description:

    Responsibilities of INcident manager, ITIL view of incident management

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    The Incident Manager will be responsible for: 1) understanding ongoing diagnostic and resolution efforts, 2) facilitating communication between teams to resolve incidents, and 3) providing periodic updates to stakeholders and resolving incidents. They will work with teams to identify workarounds, set timelines, authorize communications, document lessons learned, and ensure issues are fully resolved.

    Copyright:

    © All Rights Reserved
    Download as DOCX, PDF, TXT or read online from Scribd
    Download as docx, pdf, or txt
    276 views3 pages

    Responsibilities of Incident Manager

    Uploaded by

    Melissa Miller
    The Incident Manager will be responsible for: 1) understanding ongoing diagnostic and resolution efforts, 2) facilitating communication between teams to resolve incidents, and 3) providing periodic updates to stakeholders and resolving incidents. They will work with teams to identify workarounds, set timelines, authorize communications, document lessons learned, and ensure issues are fully resolved.

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    © All Rights Reserved
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    Responsibilities of Incident Manager

    The Incident Manager will have the following responsibilities:


    1. Understand the Incident and the diagnostic/resolution actions
    attempted already by the Service Desk and any other Technology
    Tracks
    2. Use the designated or allotted communication bridge,
    monitoring facilities and on-call schedule from Technology tracks to
    facilitate immediate attention from all required parties
    3. Authorize any IVR message updates for Service Desk
    4. Work with all stakeholders to identify the workaround or
    resolution for the Incident
    5. Set expectations of all stakeholders about the timelines and
    permissions required for the resolution
    6. Send Periodic updates to the stakeholders (and if required, to
    the customers) through Service Desk, until the Incident is resolved
    7. Initiate Emergency Changes if required, mobilize cross functional
    teams, External Vendors and obtain approvals for the mitigation
    actions from all stakeholders
    8. Retain the Technical Observation Post (certain ad-hoc individuals
    who observe the service after the Incident is resolved) in order to
    insure that the resolution has actually resolved the Incident and that
    the Services have returned to their normal state
    9. Open Problem Tickets as per Problem Management Policy and
    Procedures
    10. Document in retrospect, the actions taken, learning and
    approvals in the service Management tools
    11. Document the new knowledge learning and any other
    recommendations in a Critical Incident Report and submit the report

    to the audience in line with the Critical Incident Management


    procedures.
    12. Periodically audit Incident records and coach the Incident
    Management staff to
    13. insure that ticket hops are reduced to the minimum
    14. avoid possible misuse of Pending status by resolving groups
    15. enforce the use of available knowledgebase, Configuration
    Management Database and Known Error Database for quicker
    resolution of Incidents
    16. Quality of updates being made into the Incident Records
    17. Devise, measure, report, monitor and improve the internally
    designed KPIs to improve the efficiency of Incident Management
    process. Example: Ticket hops, Incidents per staff, Incidents
    resolved using KB etc.

    2. KNOWLEDGE, SKILLS & EXPERIENCE


    1. L2level skill required with about 3 to 5 years of relevant work
    exp.
    2. Should have ITIL V3 certification
    3. Ability to identify process improvement opportunities viz.
    simplification, automation etc.
    4. Ability to quickly understand client requirements within the
    context of our offering, and convert these into the functional
    solutions.
    5. Should focus on cost effective solutions, maintain the
    quality/best practice in mind.
    6. Strong analytic and decision making abilities.
    7. Ability to initiate and mentor Service Improvement Plans.
    8. Must have experience with Remedy and/or other ITSM tools.
    9. Ability to work well with customers at multiple levels (Leadership
    and Non-Leadership) thereby keeping customer satisfaction high

    10. Exceptional communication skills both written and verbal.

    3. DIMENSIONS
    1. Personal dedication to providing high quality, superior service at
    all times. Ability to finish what is started is a must.
    2. Ability to integrate as a cross-functional, team player in a fastpaced environment where all information is shared.
    3. Ability to learn new information quickly and the willingness to do
    so at all times.
    4. Ability to work flexible hours to coordinate with technical and
    business consultants, if needed.

    4. COMPETENCIES
    1. ITIL/ ITSM Framework Expertise
    2. Self Motivated
    3. Customer Focus
    4. Teamwork
    5. Interpersonal Effectiveness
    6. Concern for Quality

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