Job Description

Incident Manager

Leading, driving, facilitating, and chairing Major Incident meetings Leveraging technology to issue all communications and providing key stakeholder management Matrix management of people, processes and resources including third parties – including resolving conflict to move forward to resolution Ensuring all administration and reports are maintained and up-to-date, including Incident chronology, whiteboard, post major incident reviews Supporting and nurturing process improvements and knowledge base improvements Continually maintaining and developing tools and resources to manage major incidents effectively Providing periodic major incident metrics reports Coordinate, standardize, and lead all ITIL problem management activities ensuring root cause and prevention is identified Participate in post mortem meetings and drive service providers to identify root cause including well defined corrective/preventative action plans Facilitates and participates in problem management meetings with focus on recent major incidents, RCA status, incident trending, and operational issues Develop trend analysis and prepare service improvement plans to address identified gaps Manage and maintain information stored in the problem database Ensure the problems progress through the Problem Management process in a timely and prioritized fashion Prepare statistics, KPI and trend reports for use in the problem management process. Identify problems through the review and focus on optimizing processes Performing monthly audits for Major Incidents and Problem Tickets to ensure laid and defined process is executed

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