Incident Manager

Responsibilities:

• Record and classify received Incidents and undertake an immediate effort in order to restore a failed IT Service as quickly as possible
• Assign unresolved Incidents to appropriate Tier 2 Support Group
• Log all Incident/Service Request details, allocating categorization and prioritization codes
• Keep users informed about their Incidents’ status at agreed intervals
• Associate Incidents with other records (i.e. Incidents, Changes, Problems, Knowledge Articles, Known Errors, etc.)
• Provide first-line investigation and diagnosis of all Incidents and Service Requests
• Verify resolution with users and resolve Incidents in ITSM tool
• Escalate Major Incidents to the Incident and/or Problem Manager
• Escalate Incidents at risk of breaching Service Level Agreement to the Incident Process Coordinator.
• Owns all Incidents and Service Requests throughout the lifecycle

Primary and secondary skills:

• Primary ITIL certification.