Incident Manager

ROLE PURPOSE

The Incident Manager is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. This includes managing the relevant escalations during the Incident process

This role involves leading the incident team, ensuring that all IT service disruptions are resolved efficiently and effectively, and maintaining high levels of service quality. The Incident Manager is accountable to the Incident Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities.

An incident manager requires a blend of technical, managerial, and interpersonal skills to effectively handle and resolve incidents.

ROLE REQUIREMENT

Policy, Process and Procedures

• Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures
• Understand the process, procedures, work instructions, policies, required documentation and tools
• Use the process, procedures, work instructions, policies, required documentation and tools as designed
• Ensure the Incident Management process is executed in line with the Incident Policy, Process and Procedure
• Ensure Incident Management KPIs are met, and the resolutions adhere to objectives set in Service Level Agreements
• Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations.
• Monitor the Incident Management process, using Key Performance Indicators and make recommendations for improvement
• Drive the efficiency and effectiveness of the Incident Management Process
• Manage Major Incidents to conclusion
• Audit the Incident Management process

Escalation Management

• Follow, execute and enforce the relevant escalation management process
• Produce Management Information and reporting as operationally and contractually required
• Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management

Root Cause Analysis

• Manage and own the RCA process and associated reporting in line with operational and contractual obligations
• Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate

Analysis and Reporting

• Analyze usage and performance data and report on Performance against targets contained in Service Level Agreements (SLAs) and Operational Level Agreements (OLAs)
• Reports on all Incidents, specified per service, process, department, and any other Key Performance Indicator that will be established

Training

• Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements
• Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary

KEY COMPETENCIES

• Minimum qualification of a National Senior Certificate (Grade 12).
• Higher education would be advantageous.
• Good knowledge of MS Outlook, Word, Excel and PowerPoint.
• Ability to work independently and without direct and constant supervision.
• Self-driven, motivated and trustworthy professional with integrity (Comfortable with routine tasks).
• Strong problem-solving
• Strong communication skills at multiple business and technical levels
• Leadership, and decision-making abilities,
• Solid understanding of IT systems, specifically in a Network environment
• Solid understanding of the incident management process.
• Be able to work in a rapid paced operations environment.
• Create, maintain, and implement detailed documentation and maintain standard operating procedures.

QUALIFICATIONS & EXPERIENCE

• Matric
• ITIL Foundation Certificate preferred
• Minimum of 2 -3 years of experience in IT service management, with a focus on incident management.
• Proven experience in leading and managing critical incident responses.