Incident Manager

RESPONSIBILITIES:

• Coordination
  • The role involves coordinating with various stakeholders including support teams, developers, system administrators, and end-users to ensure smooth incident resolution. Effective communication and collaboration are crucial for timely problem resolution.
  • Owns and drives incident management bridge calls and chats with application development, infrastructure teams, and senior leadership with the purpose of remediating impacting incidents.
  • Distributes clear and concise communications, summarizing incidents and the business/customer experience to a wide group of technical and non-technical audiences.
• Prioritization
  • The Incident Manager is tasked with prioritizing incidents based on their severity, impact on business operations, and urgency. They must make informed decisions to allocate resources effectively and address critical issues promptly.
• Escalation Management
  • In cases where incidents cannot be resolved within defined timeframes or require additional expertise, the Incident Manager is responsible for escalating the issue to higher levels of support or management. They ensure that escalation procedures are followed to expedite problem resolution.
  • Adheres to critical process and procedure, and appropriate escalations in support of production incident.
• Documentation and Reporting
  • Maintaining detailed records of incidents, their resolutions, and any associated actions is essential for analysis, trend identification, and process improvement. The Incident Manager should generate regular reports to provide insights into incident trends, response times, and overall performance of the support team.
• Continuous Improvement
  • Actively participating in post-incident reviews and analysis to identify root causes, recurring issues, and areas for improvement is another key responsibility. The Incident Manager plays a crucial role in implementing preventive measures and process enhancements to minimize future incidents.
  • Captures and documents incident data accurately.
  • Prepares appropriate materials and follow ups to hand-off to the Root Cause Analysis phase in the Problem Management process.
• Adherence to SLAs
  • Ensuring compliance with Service Level Agreements (SLAs) related to incident response and resolution is paramount. The Incident Manager monitors performance metrics, identifies areas of non-compliance, and takes corrective actions to meet or exceed established SLAs.