Incident Manager

Incident Manager ensures that the planning, scheduling, approval, implementation and review of all changes/incidents that occur are within the IT managed infrastructure and applications portfolio. They will ensure that all activities do not impact the integrity of the environment, provide the right quality of service to the business by controlling Incident managing process on all contractors.

• Coordination, planning, escalation, communication and resourcing during Incidents management


• Monitor and escalate status as needed for Priority 1 and 2 outage tickets


• Provide non-technical administrative support for incident bridges


• Ensure timely provision of agreed regular reports and documents.


• Responds to client requests in non standard situations, investigating all the possibilities for a solution;


• Continuously looks for efficiency improvements, ensures all the Change requests, deployments are scheduled, allocated to priority and resources are engaged;


• Asses business impact and urgency, declare Major Incident or escalates potential triggering of business continuity procedures or disaster recovery invocation scripts;


• Ensures that cross -SDO incidents are resolved effectively securing end-to-end Service Level Agreement;


• Cooperates with various SDOs, Senior Incident Managers, and Regional/Global Account Managers;


• Liaises with all necessary parties to coordinate change implementation, in accordance with schedules


• Post Incident analysis, reviewing RCA for incidents, handing over outputs to required parties


• 
  Reviews all outstanding Change requests and close the completed ones
  Analyses change records to determine any trends and produce regular management reports
  


• Establish credibility with the client, delivery teams and 3rd party suppliers;


• Understand the clients business and the impact of incidents and changes on their environment.


• Prioritizing of own work to meet internal/external deadlines;


• Acts as escalation point for SDOs where resolution ownership is disputed;


• Is aware of the service performance  and supports improvements implementation;


• Coordinate the process of the service restoration or impact reduction;


• Identifies and takes control of unallocated incidents e.g. ‘gray space’;


• Ensures that customer’s business interests are maintained over and above those of any specific SDO;


• Participates in continuous service improvement;