The Incident Manager will be responsible for the effective implementation of the Incident Management Process in his/her assigned area and carry out the corresponding reporting.
As a cross-department function, the main responsibilities of the Incident Manager will be to:
Audit the effectiveness of the incident management process, and formulate improvements if necessary;
Control the correct handling of incidents by the support teams to ensure the restoration of the service as soon as possible;
Prioritize incidents, arbitrate, escalate;
Ensure regular exchanges with the support and technical department teams and customers;
Monitor the indicators guaranteeing process performance (SLA achievement for example);
Be identified as a point of contact by customers for incident management and ensure the follow up during incident meetings.
Management of major incidents
Participate in crisis units: piloting assistance, internal communication, incident reports;
Monitor of major incidents (P1): coordination of actions, arbitration, escalation if necessary.
Deploy methodologies, maintain documentation;
Participate in problem management: identification of recurring incidents, follow-up of action plans, and coordinate the teams involved;
Participate in cross-functional projects: definition of changes to the incident management tool, measurement of SLAs, documentation, etc.