Incident Manager

Educational Attainment

College Graduate

Min. Work Experience

5 years

Qualification Summary

• Develop, coordinate and promote the ITIL-based Incident process, including Major Incident handling, and continually improve to standard methodologies
• Standardize and provide Incident metrics, Major Incident metrics and Critical Success Factors and perform in-depth analysis
• Identify trends and Problem nominations through Incident analysis
• Direct the swift resolution of all raised incidents within acceptable timeframes by coordinating needed efforts internally (service support teams, product teams and partners) and externally (i.e. vendor)
• Review the efficiency of the Incident Management process; identify service improvement areas
• Ensure that all incidents are logged and documented appropriately in the system of record (Marval)
• Ensure that incident management documentation practices are well planned and agile; including live documentation utilized during an outage
• Responsible for modifying and improving incident management procedures as necessary, with the goal of aligning the incident documentation and reporting standards to the Global Service Management strategy
• Conduct Post Incident reviews and both make and implement recommendations for process improvements to improve response time and effectiveness
• Deliver training as necessary to service support teams to accurately document incidents in the system of record (Marval)
• Ensure that all incident resolution procedures are updated in the Knowledge Database
• Coordinate all activities required to lead significant incidents in compliance with SLAs and OLAs
• Assess business impact of incidents using sound customer facing judgement
• Serve as the point of contact for Major Incidents
• Responsible for documenting Major Incidents according to established Incident Management standards
• Lead communication effort during Major Incidents through service support teams, business partners and senior management on resolution and restoration status updates
• Facilitate the outage calls and ensure that all the required resources are engaged to work on a Major Incident
• Prepare internal reports on Major Incidents and leading their review with the Senior Management
• Ensure that the causes for all Major Incidents are analyzed and root cause is identified (through coordination with Problem Management)
• Interact frequently with the service support teams on support roadmaps and operational agreements
• Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable