Job Summary
JD Incident Manager Responsibilities: • Responsible for planning and coordinating all the activities required to perform, monitor, and report on the process • Remediate deviation of a process for its particular division/department/school • Responsible for communicating with the Incident Process Owner • Point of contact for all Major Incidents • Responsible for the effective implementation of the process \"Incident Management\" and carries out the respective reporting procedure. • Represent the first stage of escalation for Incidents • Monitor the incidents to ensure that the Service Level Agreement are respected • Identify, initiate, schedule and conduct incident reviews • Ensure the closure of all resolved and end-user confirmed Incident records • Provide guidance to the Incident Process Coordinators • Establish continuous process improvement cycles where the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced where applicable. • Accountable for the overall process efficiency and effectiveness • Ensures alignment of Key Performance Indicators (KPIs) to Critical Success Factors (CSFs) and that these objectives are realized • Promote and reinforce adherence to the process and policies associated with Incident Management • Ensure the design of the Incident process aligns with the business and industry best practices • Works in conjunction with Continual Service Improvement (CSI)
Key Responsibilities
Primary Skill - Incident Manager
Skill Requirements
Primary Skill - Incident Manager
Other Requirements
Primary Skill - Incident Manager