Incident Manager

**ROLE PURPOSE**

The Incident Manager is responsible for managing the process to restore normal service operation as quickly as possible to minimize the impact on business operations. This role involves leading the incident management team, ensuring that all IT service disruptions are resolved efficiently and effectively, and maintaining high levels of service quality. The Incident Manager is accountable to the Incident Management Process Owner and performs the day-to-day operational and managerial tasks demanded by the process activities.

**ROLE REQUIREMENT**
- Promote the Incident Management process
- Ensure the Incident Management process is used correctly
- Provide management and other processes with strategic decision-making information related to Incidents and potential problems.
- Ensure Incident Management KPIs are met
- Ensure that the Incident Management process operates effectively and efficiently through 1st, 2nd, and 3rd line support and Third-Party organizations.
- Ensure Incident Management Staff are empowered in their jobs.
- Maximize the fit between people, process and technology
- Work with the Service Desk Manager to ensure that the Service Desk is established as a Single Point of Contact within the end user community
- Ensure that remedial action takes place if it is discovered that contacts are going directly to second line or third line staff members instead of the Service Desk
- Provide the resolution of Incidents in a proper and timely manner as it is the end-responsibility of Incident Management. Ensure that Incidents are resolved in a proper and timely manner and the resolutions adhere to objectives set forth in Service Level Agreements
- Participate with the Incident Management Process Owner and Project Team in developing and maintaining the Incident Management Process, policies and procedures
- Drive the efficiency and effectiveness of the Incident Management Process
- Manage the work of the cross-functional Incident support staff (1st, 2nd and 3rd line)
- Produce Management Information
- Monitor the Incident Management process, using qualitative and quantitative Key Performance Indicators and make recommendations for improvement
- Play a key role in developing and maintaining the Incident Management systems
- Manage Major Incidents
- Function as a point of escalation for Incident Analysts
- Escalate to Line Management if Service Levels are threatened to be breached
- Coach Incident Management Analysts in the correct use of the process
- Identify training requirements of first line, second line and third line support staff and ensure that proper training is provided to meet the requirements
- Highlight customer and end user training and education needs through trending analysis and ensure that proper training is provided where necessary
- Contribute to the identification of recurring outages through trending analysis so that Problem Management is notified for assistance in eliminating recurring incidents that the business wants to eliminate
- Identify opportunities for improving the tools used
- Audit the Incident Management process
- Escalate to Line Management and the Incident Management Process Owner in the event of a conflict between process and Line Management
- Promote the Service Desk with the end-user community, through the maintenance of a webpage, info mails, bulletins and training Service Desk staff in communication skills, where needed.
- Provide Service Desk staff with appropriate information to enable them to perform their function effectively. This includes process information, technical knowledge, record allocation information, and access to Known Error information.

**PROFESSIONAL COMPETENCIES**
- Adhere to operational processes in the NIST CSF and MITRE ATT&CK framework
- Adhere to the technical methods in the playbooks.
- Prior experience to advise, plan, deploy, configure, manage and monitor large scale and complex cyber defence and IT risk management and information or cybersecurity solutions.
- Prior experience in security incident management.
- Proficiency in preparation of reports, dashboards, and documentation.
- In-depth knowledge of security concepts such as cyber-attacks and techniques, Threat Vectors, Controls/Compliance, Risk Management and Incident Response.

**QUALIFICATIONS & EXPERIENCE**
- Bachelor’s degree in information technology, Computer Science, or a related field.
- Minimum of 2 -3 years of experience in IT service management, with a focus on incident management.
- Proven experience in leading and managing critical incident responses.