Incident Manager Job Description Template
Our company is looking for a Incident Manager to join our team.
Responsibilities:
- Responds to service requests within the Service Level Agreement (SLA) defined timeline;
- Mentors and trains less experienced staff members;
- Provides SLAs where they do not exist;
- Ensures a cohesive, high quality service is seen by the business by working closely with other IT teams across the enterprise to ensure service;
- Provides resolution for customer issues;
- Ensures proactive engagement in Incident Management process, working with cross-functional teams to minimize the impact of database outages;
- Works with incident management team to plan and run small to medium projects;
- Has the skills and ability to assess service health and bring together relevant parties to resolve service impediments impacting service performance;
- Modifies SLAs if needed;
- Provides recommendations in order to streamline processes;
- Provides meaningful reporting as agreed with the business to track service delivery and identify areas for improvement;
- Creates standard operating procedures when warranted;
- Provides recommendations to ensure issues are not repeated;
- Has the ability to triage and resolve issues;
- Maintains a culture of quality & accountability through KPI measurements, data reporting, and service objective alignment.
Requirements:
- Ability to work independently as well as within a team environment;
- Excellent written and verbal communication skills;
- Ability to execute ITIL processes;
- Strong oral and written communication skills;
- Should be able to balance competing demands for resources and adapt to changing priorities;
- Ability to perform problem resolution, judgment, negotiation, and decision-making skills;
- Some knowledge of ITIL incident, problem, and change management components;
- Must have authorization to work in the United States as defined by the Immigration Reform Act of 1986;
- Demonstrates problem solving, collaboration, and conflict management skills;
- Public Trust security clearance required;
- Minimum three (3) years hands on ITSM experience;
- Uses technical background and understanding to interpret technical issues for the business and sustain credibility with IT;
- ITIL qualified; Shows understanding of Agile/Lean leadership principles.