JOB TITLE : Sr. Incident Manager
DEPARTMENT : Incident Management
The primary purpose of the Sr. Incident Manager role is to ensure that major incidents are managed effectively and professionally, resulting in the restoration of normal service quickly, efficiently and with minimal impact to customer service.
They communicate incident information and impact to senior management and key stakeholders across DCO and the Business Units.
Upon resolution of the incident, they will ensure that the correct follow up actions are identified and assigned. The Sr.
Incident Manager also participates in projects to improve the current Incident Management process.
The Incident Manager will :
Ensure compliance with the Incident management processes; to ensure effective incident management and timely resolution
Manage major incidents, ensuring the smooth transition from Incident to Problem Management;
Ensure timely and accurate client communications during an incident
Participate and contribute to post mortem calls within the Problem Mgt process, where required
Identify & pursue opportunities for continuous improvement;
Escalate to Senior Management levels as needed to bring correct response and support from owning groups;
MAJOR AREAS OF ACCOUNTABILITY
Sr. Incident Manager roles and responsibilities include :
Acts as the point of contact and escalation for support groups and internal businesses during recovery of major incidents.
Identifies an incident owner to lead the incident process during major incidents.
Ensures appropriate escalation procedures are followed as required.
Assesses impact and progress during major incidents to ensure escalation is timely and appropriate
Enters incident details in the incident management tool in a timely manner with accurate information.
Provides accurate and timely communications on impact to the appropriate distribution lists and senior management
Ensure correct inputs to the Problem Management process
Drives governance around incident management, for example, ensure an incident ticket is opened, escalated, updated, and closed accordingly
Establishes regular communication with IT management and the business regarding the status of incident tickets and adherence to the incident management process
Gather information and facilitate the decision making process of granting approval for immediate change requests to systems with input from the appropriate teams, understanding the potential impact to production systems prior to approval
Contributes to evolving and maturing the incident management process so it integrates with other processes (problem and change management) and tools
Leverages incident management best practices and process frameworks, such as the ITIL, to drive continual process improvement.
Participates in incident management technology evaluations and decisions, and manages the day-to-day use of incident management tools.
Education and Experience
Bachelor's degree in computer science, related field or equivalent experience
In-depth experience in ITIL incident, problem, and change processes and tools
Strong working knowledge of IT operations and support organizations
5 + years working in a service or IT support role, incident management preferred or can demonstrate equivalent
Working experience in a production / operational environment, international experience valued
Proven ability to work under pressure
World class in facilitating the resolution of complex incidents
Knowledge, Skills and Competencies
In-depth knowledge of IT end-to-end incident and problem management
Knowledge of Service management tools and ITIL best practices
Strong problem-solving and analytical skills
Proven ability to build and manage relationships effectively
Strong organizational and prioritization skills; ability to handle multiple incidents / demands simultaneously while adapting to constantly changing requirements.
Proficiency in process formulation and process improvement
Excellent oral and written communication skills, including the ability to speak at an appropriate technical and business level for the audience and prepare written proposals and recommendations
A focus on Customer / business satisfaction, with strong interpersonal skills and responsiveness
Ability to drive process improvement to continually improve service and reduce costs
Understands strategic business objectives and proposes relevant technical solutions and alternatives
Ability to communicate with all levels of technical and management staff
Passionate about Customer Service and acts immediacy and urgency
Flexible (in relation to working hours)