Incident Manager Job Description Template
Our company is looking for a Incident Manager to join our team.
Responsibilities:
- Define procedures and processes, optimizing the restoration of services (30 minutes or lower) when facing interruption of services;
- Drive participation of all required persons and skills during incident management;
- Attending and presenting in regular governance meetings with both internal and external stakeholders;
- Ensuring remediation work is fully completed to the clients’ specific requirements;
- Work tightly with Engineering, Cloud Infrastructure, Professional Services, Technical Support and Cloud Operations to deploy all fixes and patches;
- Investigating incident reports and identifying areas to improve operational controls, processes, and procedures;
- Train teams in multiple geographies and meet excellence in the speed and quality of execution for incident resolution in the cloud;
- Analyze the Mean Time to Resolve (MTTR) cases, then propose and drive initiatives to reduce resolution time;
- Be the “quarterback” for problem root-cause analysis once the incident is resolved; ensure SLAs are met and escalate before any delay occurs;
- Understanding departmental incident trends and how these align to effective systems and controls;
- Understanding current policies and procedures;
- Take charge of Severity 1 issues, ensure a bridge is setup with the customer, provides continuous updates until resolution.
Requirements:
- Understanding departmental incident trends and how these align to effective systems and controls;
- Understanding current policies and procedures;
- Investigating incident reports and identifying areas to improve operational controls, processes, and procedures;
- Attending and presenting in regular governance meetings with both internal and external stakeholders;
- Ensuring remediation work is fully completed to the clients’ specific requirements.