Junior Incident Manager

KEY OBJECTIVES:

The Junior Incident Manager ensures the efficiency and effectiveness of the Incident Management process by assisting the Incident manager in monitoring key indicators to judge, control, steer and measure, report, compare and manage the process in an effort to excelerate their own development into the prime incident manager role.

They are responsible for assisting with the management and control of Incidents as they occur, ensuring correct impact is determined, escalations are managed, communication is controlled and is clear, succinct and factual, whilst at the same time focusing the efforts of the required teams to recover service as quickly as possible. The Incident Manager is the first level of escalation by the Incident Management Support Team once they have been engaged with regards to an incident occurrence.  All incidents with a business impact are managed by the incident manager and the Incident Manager has a responsibility to provide correct and clear reporting to the Problem Management function to ensure efficient root cause analysis for complete remediation.

It is an Incident Managers responsibility to support the continuous improvement program, control reports and make them available to Users and Customers.  Incident Managers should at all times work with discipline, quality, professionalism  and display good work ethics.  A deep process understanding is a prerequisite to be a member of this team.

This role is intended as an introductory role with expected effort of the candidate to develop into a full incident manager role.

RESPONSIBILITIES

The main role of a Junior Incident manager is to develop one self in achiving the skill set and behaviours required to match the incident management role by actively assisting in the below.

- Chairing of Incident Management bridge calls
- Handover Incident to Problem Management with clear status & ownership
- Suggest updates for documentation of process, roles and responsibilities and it's interfaces
- Identify and organise resources, regardless of their position, to participate in conference calls
- Set Incident priorities and choose escalation procedures in the due care of incidents
- Escalate to and include Head of global IM in a timely manner based on the judgement of criticality of an event.
- Assist with defining, developing, documenting and imbedding the processes within respective functional area in line with the Process Framework to SMEs
- Manage Provider, Customer and internal organizational interfaces
- Ensure adequate adherence to process metrics
- Identification of risk and compliance issues and indicators
- Proactively review incident data to generate higher quality input for PM and detect patterns
- Chairing Daily Service Review (DSR) of Incident with Senior management
- Close contact and feedback to incident mgt. support