Incident Manager
From IT frameworks
Contents |
Job Description for the position of Incident Manager
Incident Management is a discipline in IT service management.
The role of Incident Manager is to ensure the goals of the Incident Management process are achieved. The main objective is to restore normal service as soon as possible. Normal service should based on customer perspective and should be explicitly be defined in a SLA.
The job
The Incident Manager is a position within the scope of Incident Management ITILv3 process.
This document provides a good description of the position but is not complete for every organization. Adjust as necessary.
Position
- Immediate seniors are Service Operations Manager and IT Operations Manager.
- Immediate juniors are the IT Operations Management staff triggering the Incident Management process.
- "Users" are all users of internal and external IT services.
- "Customers" are users of IT services internally in the organization and external paying customers that use the companies IT Services.
- "Suppliers" are parties defined by Service Design Supplier Management key process for each IT Service.
Production
Key Performance Indicators (KPIs)
- Number of Incidents not presently assigned
- Number of Incidents resolved through the Incident Management process
- Incident Response Time - Amount of Incidents handled within the time scale defined in the SLA
- Length of time before the Incident Management phone is answered
- Length of time before user gets feedback from input to Service Desk.
- Number of Incidents where staff proceeded into Problem Management
- Time of day when most Incidents were opened/assigned/resolved/closed
- Number of bypasses
- Number of Incidents closed in service desk, first line support, using KEDB for workarounds.
- Number of calls received
- Number of calls missed
- Number of calls logged
- Number of non-logged calls
- Number of calls escalated
- Number of Incidents processed per agent
- Number of complaints and/or letters of praise
- Percentage of repeat calls for the same Incident
- Percentage of Incidents resolved by help desk - first level
- Percentage of operations support requests closed
- Percentage number of Incidents compared to incoming calls
- Mean Elapsed Time - Time between Incident Logging and Incident resolution
- Mean time to achieve Incident resolution
- Incident cost - Cost based on time used from Incident logging to Incident closure.
- Length of time before the phone is answered
- Average duration of phone calls
- Initial trend analysis
- Results of customer satisfaction surveys
- Hours worked against budget
Responsibilities
Incident Manager is responsible for:
- Tasks
- Responding to all input regarding unplanned service interruptions from customers and internal IT.
- Incident detection and reporting
- Logging, categorization and prioritization of Incidents
- Providing initial Incident support
- Triggering other necessary key processes with defined input
- Incident investigation and diagnosis
- Incident resolution or recovery using workarounds.
- Incident closure after verification from users
- Incident monitoring and interaction to other processes
- Entering workarounds into KEDB while triggering Problem Management (owner of KEDB)
- Defining and planning separate procedures for major Incidents
- Evaluating Incidents to determine if they are likely to reoccur
- Ensuring adherence to SLA
- Ensuring adherence to priority based management based on impact + urgency
- Ensuring Incident routing does not meet bottlenecks, escalation must happen as effectively as possible.
- Production of management information in relation to agreed SLAs
- Making recommendations for Service Improvement Plans
- Ensuring the Incident Management process is performed as designed.
- Developing a Incident Management process model for the role of Incident Manager.
- Ensuring the Incident Management process is fit for purpose.
- Ensuring process description meets objectives
- Ensuring ELS staff from Release and Deployment Management the the Service Desk role upon new and updated releases.
- Sponsorship, design, and continual improvement of the process and its metrics.
- Following the organization's policies relating to employment.
- Personnel
- Leading and supporting the Incident Management team.
- Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
- Understanding the full scope of the Incident Management process.
- Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.
- Ensuring any disagreements with employees have the opportunity to become RfCs.
- Reporting
- To Process Manager (To ensure optimal process interaction)
- To Service Operations Manager (To ensure Incidents are managed in relation to the Incident Management process description)
- To Service Owner (To improve all Incident Management decisions)
- To Service Operations Management (For Incidents needing escalation)
- To ITSG (To ensure all IT goals are aligned to business goals)
Authority
- Service Design design time scales (Incident response and resolution targets within SLA).
- Service Design designs Incident Models with pre-defined activities. Any changes to these activities must be transitioned.
- Incidents outside the scope of the SLA are escalated to the Service Operations Manager.
Resources
Internal resources
- The Incident Manager has internal resources available as defined by the organization for process owners.
External resources
- The Incident Manager has external resources as appropriate to ensure the fulfilment of the objectives of the Incident management process.
Qualifications
It is expected that the Incident Manager has the competence required to competently manage the Incident Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Incident Management ITILv3 process better so that expectations are continually met.
Advancement
As Incident Manager you have the possibility to apply for positions as Service Operations Manager and other key positions in the Operations life cycle phase. You are also encouraged to apply for other positions in Application and Technical Management.
