Incident Manager - Service Management - IT

An Incident Manager - acts as the day-to-day interface into the Incidents process and is responsible for ensuring the execution of the process. 

Specific responsibilities include:

- Tracking open incidents and identifying any incident that requires increased focus to meet committed service levels (e.g., this may include hosting incident meetings as required, one on one mentoring, escalation, etc.)

- Interface with Problem management and participate in Problem Review board or PIR (post-Incident review and help Problem manager to publish the RCA with corrective and preventative actions (CAPA)

- Track Missed SLA and corrective actions taken for incidents/ problems. Ensuring all incidents are resolved within agreed TAT.

- Acting as a point of escalation for day-to-day incident issues and escalating the Incident Owner Groups as required to bring the resolution of the incidents back on schedule

- Responsible for preparations and publishing the prescribed incident and Service request related reports as per the defined timelines

- Check the incident tickets for any deficiencies with respect to the key field updates to ensure the quality of the incident information, as prescribed in the process

- Communicating inefficiencies and deficiencies related to the process to the process owner

- Assisting in the reassignment of misdirected incidents

- Assisting, if required with correcting invalid incident Priority

- Identifying areas for improvement using key measurements

- Directing users to steady state education online presentations and assisting as required with steady-state education to process users when requested or when circumstances indicate that education would improve process execution