Incident Manager

Support system SMEs with technical triaging of high-priority incidents causing significant user impact; provide technical team leadership expertise; ensure troubleshooting effort is thorough and consistently structured.

Provide technical expertise to develop executive reports to correctly portray the details of triage efforts.

Lead technical SMEs in complying with ITIL best practices for Service Management and Incident Response.

Lead distributed technical teams toward the resolution of issues through effective engagement and communication with stakeholders

Exercise sound judgment in evaluation, assignment, and escalation of issues

Document findings and provide analysis of resolved issues to Leadership thought effective written communication

Setting up the Triage call when a high-priority incident occurs, notifying and tracking that all required technical teams are present, leading the triage discussion following a script to capture the pertinent status information and coordinating discussions (as well as de-escalating finger-pointing) between technical teams as they work to diagnose the issue and develop mitigation options

Accountable for the overall quality of the process and oversees the management of and compliance with the procedures, data models, policies, and technologies associated with the process

Owns the process and supporting documentation for the process from a strategic and tactical perspective

Approves all changes to the process and development of process improvement plans

Works with the Process Owner for Incident Management to ensure both processes work in conjunction with each other

Promote and reinforce adherence to the process and policies associated with both Incident Management and Crisis Management

Process Design

Process Improvement