Incident Manger

Job Title                   : Incident Manger

Location                   : Jackson, MI

Duration                   : Full-Time (Perm.)

Job Description:

• Conduct trainings on Incident Management process and Tool within the Steady State Operations staff to insure that they understand their respective responsibilities


• Insure that the Service Desk analysts, Service Desk Manager, Critical Incident Manager and Incident Managers understand their specific responsibilities in Incident Management process


• Manage Incident Management ‘Process Set-up data’ in the Service Management Tools – this includes SLAs, OLAs, Notifications, automatic escalations, user feedback surveys etc. Changing needs of the process in the organization and the process data in the tool need to be aligned on an ongoing basis. Rarely does it happen that the Incident Manager raises an RFC on the Service Management Tool to make changes in the tool data to add/modify/improve the way the tool should support the changing needs of the Process.

• Provide adequate means for efficient handling of Critical Incidents, example: IVR updates, Operations Bridge, Contact lists, ‘War Room’ etc


• Work with the Event Management Process owner to optimize the interfaces between Event Management and Incident Management process and tools. Help the Event Management Process to mature by providing inputs on :
  
  
  
  • False positives because of which Incident tickets were opened wrongly
  
  
  • Incidents which the Event Management process and tools missed and should be included in the purview of Event Management going forward
  
  
  
  


• Continually improve the alignment of Incident Priorities by improving communication with those responsible for planning and managing service availability management and improvement initiatives (rarely do we find a named Availability Manager in the organizations – Normally this is a reactive, distributed responsibility across various tracks)


• Guide and enforce that the Incident Managers to recognize situations where they should open Problem Tickets


• Periodically audit Incident records and coach the Incident Management staff to
  
  
  
  • Insure that ‘ticket hops’ are reduced to the minimum
  
  
  • Avoid possible misuse of ‘Pending’ status by resolving groups
  
  
  • Enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents
  
  
  • Quality of updates being made into the Incident Records
  
  
  
  

• Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB etc.


• Detect Incidents that were solved but not logged. These will always exist, irrespective of the maturity of an organization. VIP Incidents are a classic example. Even if VIPs don’t log their own Incidents, the IT staff should log them on behalf of the VIPs. Policy makers themselves are, most conveniently, the policy breakers!


• Explore the opportunities for using ‘self-help’ tools in the interest of process efficiency