Responsibilities of Incident Manager

The Incident Manager will have the following responsibilities:1.Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks2.Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties3.Authorize any IVR message updates for Service Desk4.Work with all stakeholders to identify the workaround or resolution for the Incident5.Set expectations of all stakeholders about the timelines and permissions required for the resolution6.Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved7.Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders8.Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state9.Open Problem Tickets as per Problem Management Policy and Procedures10.Document in retrospect, the actions taken, learning and approvals in the service Management tools11.Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.12.Periodically audit Incident records and coach the Incident Management staff to13.insure that ticket hops are reduced to the minimum14.avoid possible misuse of Pending status by resolving groups15.enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents16.Quality of updates being made into the Incident Records17.Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB etc.

2.KNOWLEDGE, SKILLS & EXPERIENCE

1.L2level skill required with about 3 to 5 years of relevant work exp.2.Should have ITIL V3 certification3.Ability to identify process improvement opportunities viz. simplification, automation etc.4.Ability to quickly understand client requirements within the context of our offering, and convert these into the functional solutions.5.Should focus on cost effective solutions, maintain the quality/best practice in mind.6.Strong analytic and decision making abilities.7.Ability to initiate and mentor Service Improvement Plans.8.Must have experience with Remedy and/or other ITSM tools.9.Ability to work well with customers at multiple levels (Leadership and Non-Leadership) thereby keeping customer satisfaction high10.Exceptional communication skills both written and verbal.

3.DIMENSIONS

1.Personal dedication to providing high quality, superior service at all times. Ability to finish what is started is a must.2.Ability to integrate as a cross-functional, team player in a fast-paced environment where all information is shared.3.Ability to learn new information quickly and the willingness to do so at all times.4.Ability to work flexible hours to coordinate with technical and business consultants, if needed.

4.COMPETENCIES1.ITIL/ ITSM Framework Expertise2.Self Motivated3.Customer Focus4.Teamwork5.Interpersonal Effectiveness6.Concern for Quality