Incident Manager

Roles and Responsibility

• The Major Incident Manager has overall Accountability for managing and driving towards recovery from a major incident
• Managing (owning) the major incident through to service recovery
• Confirming the problem meets major incident criteria
• Determining the scope of the major incident
• Qualifying the customer impact
• Ensuring internal notification and escalation procedures are followed
• Working with the Technical Incident Manager to drive the recovery plans
• Ensuring the service has been restored to the customers satisfaction
• Ensuring adequate escalation is in place, as appropriate to the progression of the investigation
• Excellent communication skills & should have led customer calls and handled escalations
• Will involve a 24*7 shift with predominantly afternoon and Night Shifts

Skills - Incident Manager

Qualifications: BA/BSc/BTec/BE/ 3 Yrs Diploma

Experience: 2-6 years

ITIL V3 certification would be added advantage.

Technical & Professional Competencies: Understanding of technology (hardware & software) and specific domain expertise

Behavioral & Managerial Competencies

High self-drive and confidence

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