How to Become an Incident Manager (Master Crisis Control)

If you’ve ever been intrigued by the process of managing unexpected events or wondered what it takes to become an Incident Manager, you’ve come to the right place.
In this guide, we’ll delve into the SPECIFIC steps you need to undertake to kick-start your career as an Incident Manager. We’ll discuss:
- The skills you require.
- The education that can expedite your journey.
- How to secure a position as an Incident Manager.
So, whether you’re an absolute beginner or a seasoned professional looking to transition, stay with us.
We’re about to unfold the roadmap to becoming an Incident Manager.
Let’s get going!
Steps to Become an Incident Manager
Step 1: Understand the Role of an Incident Manager
Before embarking on the journey to become an Incident Manager, it is crucial to understand the specifics of the role and the responsibilities it entails.
An Incident Manager is primarily responsible for managing the lifecycle of all incidents (unplanned interruptions or reductions in quality of IT services).
Their main goal is to restore normal service operation as quickly as possible and minimize the adverse impact on business operations.
Their tasks typically include identifying and analyzing the incident, determining its impact on business operations, finding the cause, developing a solution or workaround, and implementing it to restore normal services.
They also liaise with other IT professionals to solve the incident, coordinate with various teams and stakeholders, and maintain communication with the affected parties throughout the incident process.
Incident managers need to have excellent problem-solving skills, communication skills, and the ability to work under pressure.
They should be able to adapt to a dynamic working environment and should be well-versed in IT infrastructure, processes, and ITIL (Information Technology Infrastructure Library) guidelines.
Moreover, they also have an important role in continuously improving the incident management process by capturing learnings from each incident, identifying areas of improvement, and implementing changes to prevent future incidents.
Understanding these responsibilities and demands of the job will allow you to make an informed decision on whether this career path is the right fit for you and will guide you in tailoring your education and professional development accordingly.
Step 2: Obtain Relevant Education
For a successful career as an Incident Manager, you will need to obtain relevant education in the field of IT, Business Administration, or a related area.
Most employers prefer candidates with a bachelor’s degree at minimum, but a master’s degree could significantly increase your career prospects and open opportunities for career advancement.
If you’re interested in a bachelor’s degree, consider focusing on Information Technology, Computer Science, or Business Administration with a minor in IT.
These programs usually cover a variety of topics including networking, project management, and systems design that can provide you with the necessary background for Incident Management.
For those considering a master’s degree, Business Administration with a focus on IT Management, Cybersecurity, or Risk Management could be an excellent choice.
These programs often cover strategic planning, information systems management, and crisis management, all of which are critical skills for an Incident Manager.
Additionally, obtaining certifications relevant to Incident Management such as ITIL, PMP, or CISM can further enhance your knowledge and skills in managing IT incidents and crisis situations.
These certifications demonstrate your capability and commitment to potential employers and can significantly improve your career prospects.
Remember, the goal of pursuing relevant education and certifications is not just to earn a degree or a certificate but to build a solid foundation of knowledge and skills that will enable you to effectively manage incidents, reduce downtime, and ensure business continuity.
Step 3: Gain Experience in an IT Support Role
Before you can effectively manage incidents, you need to understand the IT landscape, which often comes from gaining practical experience in an IT support role.
This might include working as a help desk technician, network administrator, or in another related role.
You will need to develop a strong understanding of the systems and processes that are in place in the IT department of an organization.
In such roles, you will be involved in troubleshooting and resolving IT issues and may have the opportunity to participate in incident resolution.
This experience is crucial, as it allows you to understand the life cycle of an incident, from detection to resolution, and post-incident review.
It will also allow you to develop your technical skills and gain a better understanding of the IT infrastructure of an organization.
Furthermore, this experience will also help you develop important soft skills, such as problem-solving, communication, and teamwork.
These skills are invaluable for an Incident Manager, as they often need to coordinate with various teams and departments to manage and resolve incidents.
After gaining sufficient experience in these roles, you may also want to obtain professional certifications that demonstrate your proficiency and commitment to the field, such as the Certified Incident Manager certification.
This, combined with your practical experience, will make you an attractive candidate for Incident Manager roles.
Step 4: Develop Strong Communication Skills
As an Incident Manager, one of the most crucial skills you must develop is strong communication.
Since you will be responsible for managing the response to IT incidents and ensuring quick resolution, clear and effective communication is essential to keep all stakeholders updated about the incident’s status.
You can develop your communication skills by undertaking additional courses or training, often available online or through local colleges.
These courses can help you become more effective in conveying information, managing conflict, and leading teams.
Remember, as an Incident Manager, you are not just communicating with IT staff, but also with the broader business, so your communication skills should be versatile.
In real-world scenarios, you will be required to communicate technical information to non-technical staff, present incident reports to management, or guide your team in crisis situations.
Hence, it’s essential to practice and enhance not just verbal but also written and presentation skills.
Additionally, communication isn’t just about speaking; it’s also about listening.
Being an effective listener will help you understand your team better, identify potential issues earlier, and make informed decisions.
Lastly, always stay open to feedback regarding your communication style and be ready to improve as needed.
This will not only increase your effectiveness as an Incident Manager but also boost your team’s productivity and morale.
Step 5: Learn about IT Service Management (ITSM) Frameworks
Understanding IT Service Management (ITSM) frameworks is a critical step to becoming an Incident Manager.
ITSM frameworks provide a structured approach to service management, outlining best practices and processes for delivering IT services to an organization.
As an Incident Manager, your role would be to manage and resolve incidents within the ITSM framework quickly and efficiently, minimizing the impact on business operations.
There are several ITSM frameworks, but the most commonly used one is ITIL (Information Technology Infrastructure Library).
This framework is a set of detailed practices for IT service management that focuses on aligning IT services with the needs of the business.
Acquiring an ITIL certification is highly beneficial for an Incident Manager as it would provide in-depth knowledge about the lifecycle of managing IT services, including incident management, problem management, change management, and others.
This certification can be obtained through various online platforms offering ITIL courses.
Other ITSM frameworks you can consider include COBIT (Control Objectives for Information and Related Technology), which focuses on governance and management of enterprise IT, and ISO/IEC 20000, an international standard for IT service management.
Learning about these frameworks would help you in understanding how to manage incidents effectively, ensuring minimal disruption to the organization’s operations.
It would also make you more valuable to potential employers, as many organizations implement these frameworks within their IT departments.
Step 6: Get Certified in ITIL or Similar Frameworks
In order to advance as an Incident Manager, it is highly beneficial to become certified in the Information Technology Infrastructure Library (ITIL) or similar frameworks.
ITIL is a globally recognized set of best practices for IT service management (ITSM).
It provides a practical framework for identifying, planning, delivering and supporting IT services to the business.
Other similar frameworks are COBIT, MOF, and ISO 20000.
Certification in these frameworks not only demonstrates your expertise in managing incidents and understanding of IT infrastructure, but it also shows your commitment to the field and can offer more job opportunities.
There are various levels of certification, starting from Foundation to Master level, each of which requires passing an exam.
Certification courses can be taken online or in person, and they cover topics such as service strategy, design, transition, and operation, as well as continual service improvement.
The courses and exams will challenge your understanding of the ITSM lifecycle, processes, roles, and functions, and the principles of incident management.
Along with the ITIL or other framework certifications, obtaining relevant certifications such as Certified Incident Handler (GCIH), Certified Information Systems Security Professional (CISSP), or Certified Information Security Manager (CISM) can further enhance your skills and make you a stronger candidate for Incident Manager roles.
Remember, while these certifications are valuable, they should complement, not replace, real-world experience in incident management.
Hands-on experience in managing incidents, coupled with these certifications, will make you a more effective and desirable Incident Manager.
Step 7: Understand Incident Management Tools and Technologies
Becoming proficient in various incident management tools and technologies is a crucial step towards becoming an effective Incident Manager.
These tools are designed to manage, track, and resolve incidents in a structured and timely manner.
They are essential for documenting incidents, making appropriate decisions, and streamlining the resolution process.
Start by understanding the basics of incident management systems such as ServiceNow, BMC Remedy, or Jira Service Desk.
These platforms allow incident managers to track, prioritize, and analyze incidents.
Knowledge in these systems helps Incident Managers to monitor the lifecycle of an incident from detection to resolution.
Familiarize yourself with IT service management (ITSM) frameworks like ITIL (Information Technology Infrastructure Library).
ITIL provides a set of detailed practices for IT service management that focuses on aligning IT services with the needs of the business.
Understanding ITIL or similar frameworks will help you to standardize the approach to incident management, reduce downtime, and improve the quality of services.
Additionally, understanding technologies related to cloud computing, cyber security, and network infrastructure can be beneficial in managing incidents more effectively.
Knowledge in these areas will help you to understand the technical aspects of incidents and provide appropriate solutions.
Joining online courses, participating in seminars, webinars, and workshops, and achieving certifications in these tools and technologies can enhance your understanding and practical skills.
Remember, the goal is not just to learn how to use these tools, but to understand how they can be leveraged to effectively manage and resolve incidents.
Step 8: Gain Knowledge of Compliance and Security Standards
As you continue to grow as an Incident Manager, it is essential to expand your understanding of compliance and security standards.
These can vary depending on the industry, but common ones include the ISO 27001 standard for information security management systems, the ITIL framework for IT service management, and the GDPR regulation for data protection.
Understanding these standards is vital as they outline the expected processes for maintaining security and privacy of information.
As an Incident Manager, you will be responsible for ensuring your organization’s adherence to these standards, especially when managing incidents.
You can acquire this knowledge through professional development courses, industry seminars, or by obtaining specific certifications such as Certified Information Systems Security Professional (CISSP) or Certified Information Security Manager (CISM).
Also, it’s beneficial to stay updated with the latest trends and developments in IT security and compliance.
This can be done by joining professional associations, participating in webinars, subscribing to industry publications, and attending related conferences.
Having this deep understanding of compliance and security standards will not only enhance your credibility as an Incident Manager but also equip you with the necessary skills to effectively manage and respond to any security incident, thereby minimizing risks and preventing future occurrences.
Step 9: Build Leadership and Team Management Skills
As an Incident Manager, your role will often require leading and coordinating a team to resolve incident issues effectively and efficiently.
This is why it’s crucial to build your leadership and team management skills.
You might consider attending workshops or courses that focus on leadership development.
Topics such as conflict resolution, effective communication, delegation, and motivational techniques are all relevant to this role.
You may also want to look for opportunities to lead a team, project, or initiative in your current role or as a volunteer.
Furthermore, you should focus on improving your problem-solving skills as they are crucial for managing incidents.
You can do this by handling complex projects or situations that require innovative solutions.
In addition, it’s important to understand the dynamics of team collaboration.
Being able to bring a team together and foster a cooperative work environment is integral for quick incident resolution.
You may also want to learn about different team building exercises and how to effectively implement them in a professional setting.
Remember, good leadership is not just about being in charge, but also about knowing how to guide a team through challenges and towards success.
As an Incident Manager, your ability to manage a team effectively can significantly impact the speed and efficiency of incident resolutions.
Step 10: Apply for Incident Manager Positions
After having acquired the necessary skills, certifications, and experience, you can now start applying for Incident Manager positions.
You can find job openings in a variety of platforms such as job listing websites, company career pages, social media networks, or professional networking sites like LinkedIn.
When applying, ensure that your resume and cover letter highlight your relevant skills and experiences.
Tailor your application to match the requirements of the job description, emphasizing your ability to manage incidents and crises effectively, your problem-solving capabilities, your communication skills, and your expertise in IT service management.
It’s also beneficial if you could provide concrete examples of how you have managed incidents in your previous roles, including the strategies you employed, the challenges you faced, and how you overcame them.
This will give potential employers a clear idea of how you perform under pressure and handle real-world incidents.
Prepare for interviews by anticipating potential questions about your experience and skills.
You should also be ready to discuss real-life scenarios to demonstrate your thought process and approach to incident management.
Remember to follow-up after applying or interviewing for a position.
It shows your interest in the role and keeps you on the radar of potential employers.
With persistence and determination, you will land an Incident Manager position.
Step 11: Stay Informed About Industry Trends and Best Practices
As an Incident Manager, keeping up-to-date with industry trends, emerging technologies and best practices is crucial for your role.
The landscape of incident management is constantly changing and evolving, and staying informed will not only help you address incidents more effectively but also help you foresee potential incidents and take preventive measures.
To stay informed, you should regularly read industry-related publications and follow influential figures in the field.
Participating in webinars, seminars, and workshops is another way to keep your knowledge up-to-date.
It’s also beneficial to join professional networks and forums where you can connect with other incident managers to discuss common challenges, share experiences, and learn from each other.
Stay in touch with technology vendors, and understand the latest updates, patches and security measures they offer.
As an Incident Manager, you need to be aware of the tools and software that can help in managing incidents effectively.
Furthermore, consider obtaining certifications in areas such as ITIL, COBIT, or ISO27001.
These certifications not only enhance your knowledge base, but also make you more desirable for prospective employers.
Remember, continuous learning and adaptability are key to maintaining and advancing your career in incident management.
Incident Manager Roles and Responsibilities
Incident Managers handle all aspects of IT incidents, ensuring that they are resolved in a timely manner and minimizing the negative impact on business operations.
They bring together a variety of skill sets and competencies, from strong technical knowledge to strong coordination and communication skills.
They have the following roles and responsibilities:
Incident Management
- Oversee all aspects of incident management, from detection to resolution.
- Ensure that all incidents are logged, tracked, and categorized correctly.
- Escalate incidents to appropriate teams or individuals when necessary.
Problem Solving
- Analyze and diagnose complex incidents to determine their cause.
- Find and implement solutions to resolve incidents.
- Work with technical teams to prevent reoccurrence of incidents.
Coordination
- Coordinate with multiple teams to ensure incidents are resolved quickly.
- Ensure effective communication between technical teams and stakeholders.
- Organize and participate in incident review meetings.
Quality Assurance
- Ensure that incident management processes are followed.
- Identify areas for improvement in incident management procedures.
- Ensure that all documentation related to incidents is accurate and complete.
Communication
- Provide regular updates to stakeholders on the status of incidents.
- Communicate effectively with technical and non-technical personnel.
- Prepare incident reports for management review.
IT Service Continuity Management
- Ensure that business continuity plans are in place and tested regularly.
- Coordinate the recovery of IT services after a major incident.
Training
- Provide training to staff on incident management procedures.
- Ensure that all personnel are aware of their roles in incident management.
Continuous Improvement
- Analyze incident data to identify trends and areas for improvement.
- Recommend changes to incident management procedures based on analysis.
What Does an Incident Manager Do?
Incident Managers are crucial members of IT departments and typically work for corporations across a wide range of industries.
They can also be employed by IT service firms or work as independent consultants.
Their primary responsibility is to manage the lifecycle of all incidents.
Incidents, in this case, refer to any disruption in the normal operation of a service or system that affects the business process or the end-user’s ability to operate.
Incident Managers work to restore the normal service operation as quickly as possible in order to minimize the impact on business operations.
This often involves troubleshooting, problem-solving, and coordinating with various teams to get to the root cause of the issue.
They are also responsible for ensuring that all incidents are properly recorded, categorized, and diagnosed.
They communicate regularly with relevant stakeholders, providing them with updates about the incident status and the actions taken to resolve it.
In addition, Incident Managers contribute to the continuous improvement of the incident management process.
They do this by analyzing incident trends, identifying recurring incidents, and recommending improvements to prevent future incidents.
Moreover, they may also play a significant role in crisis management, disaster recovery procedures, and the implementation of emergency changes.
Ultimately, an Incident Manager is essential for maintaining the smooth and efficient operation of IT services within an organization.
Essential Incident Manager Skills
- Communication: An incident manager must be able to convey complex incidents in a simple manner to stakeholders and team members. They should be able to discuss solutions and coordinate with cross-functional teams effectively.
- Problem-solving: Incident managers must have the ability to quickly identify incidents, analyze them, and develop efficient solutions. Excellent problem-solving skills are vital.
- Incident Management: Knowledge of incident management processes and methodologies are critical. Incident managers should be well-versed with different phases, including identification, classification, investigation, resolution and closure.
- ITIL Framework: Understanding and experience with ITIL (Information Technology Infrastructure Library) framework is essential. This framework provides best practices for incident management and service delivery.
- Technical Knowledge: Incident managers need a strong technical background to understand and manage incidents effectively. This includes understanding of networks, databases, operating systems, and hardware.
- Project Management: Incident managers often handle multiple incidents at once. Therefore, project management skills are important for prioritizing tasks, managing resources, and ensuring timely resolution of incidents.
- Leadership: As they often lead incident response teams, incident managers must have strong leadership skills. They should be able to motivate and guide their team towards incident resolution.
- Customer Service: Incident managers often interact directly with customers affected by incidents. Therefore, strong customer service skills are crucial for maintaining customer satisfaction during incident resolution.
- Risk Assessment: Incident managers should be able to assess the potential risks and impacts of incidents. This helps in prioritizing incident response and managing resources effectively.
- Documentation: Accurate documentation of incidents, actions taken, and lessons learned is vital. This helps in future incident prevention and management.
- Stress Management: Incident management can be stressful, with high-pressure situations. Incident managers need to keep calm under pressure and make effective decisions.
- Analytical Skills: Incident managers must have strong analytical skills to identify trends, root causes, and potential solutions. This helps in improving incident response and prevention strategies.
- Teamwork: Incident managers must work effectively within teams, facilitating collaboration and knowledge sharing. They must foster a positive, cooperative environment for successful incident resolution.
- Decision Making: Quick and effective decision-making skills are crucial for incident managers. They must make judgements and decisions often with incomplete information in time-sensitive situations.
- Change Management: Understanding of change management processes is important, as many incidents are linked to changes. Incident managers should know how to manage changes to minimize their impact on incidents.
Incident Manager Career Path Progression
The Foundation: Junior Incident Manager
The career path for an Incident Manager often begins in a junior role, where you’ll learn the ropes of managing and resolving incidents.
Your responsibilities may include incident logging, categorization, and initial diagnosis.
Here are some tips for success in this role:
- Understand the Basics: Learn the basics of incident management processes and tools used in your organization.
- Be Proactive: Anticipate issues and respond quickly to minimize damage.
- Communication: Effective communication is key, especially during an incident.
The Ascent: Incident Manager
As you gain more experience and skills, you’ll step into the role of an Incident Manager.
Your responsibilities will now include managing the lifecycle of all incidents and ensuring timely resolution.
Here are some tips to excel in this role:
- Problem Solving: Effective problem solving is a must-have skill to resolve incidents.
- Collaboration: Work closely with other teams and stakeholders to resolve incidents.
- Documentation: Maintain accurate records of all incidents for future reference.
Reaching New Heights: Senior Incident Manager
As a Senior Incident Manager, you are recognized for your expertise and leadership.
You may mentor junior team members, make strategic decisions, and handle major incidents.
To succeed in this role:
- Leadership: Guide your team effectively and make strategic decisions.
- Risk Assessment: Assess the potential risks and impact of incidents to prioritize them effectively.
- Escalation: Know when to escalate an incident to ensure timely resolution.
Beyond the Horizon: Incident Management Head or Director
As you advance in your career, you may step into leadership roles such as Incident Management Head or Director.
Here, your tasks will revolve around strategic decision making, ensuring compliance with incident management standards, and leading a team of Incident Managers.
To thrive in this role:
- Strategic Thinking: Make strategic decisions that align with the organization’s goals.
- Team Management: Develop strong leadership skills to guide and motivate your team effectively.
- Continuous Improvement: Always look for ways to improve the incident management process.
Pinnacle of Success: Chief Operations Officer (COO)
At the pinnacle of an Incident Manager’s career is the role of Chief Operations Officer (COO).
At this level, you will be responsible for overseeing the entire operations of the organization, making strategic decisions, and ensuring that all departments work together to achieve the company’s goals.
Incident Manager Salary
Entry-Level Incident Manager
- Median Salary: $50,000 – $70,000 per year
- Entry-level incident managers typically have 0-2 years of experience and may hold a bachelor’s degree in computer science, information technology or related fields. They are responsible for coordinating the response to IT incidents and ensuring they are resolved in a timely manner.
Mid-Level Incident Manager
- Median Salary: $70,000 – $90,000 per year
- Mid-level incident managers have 2-5 years of experience and often take on more complex responsibilities in incident management. They may also be involved in developing incident response procedures and training staff on them.
Senior Incident Manager
- Median Salary: $90,000 – $120,000 per year
- Senior incident managers possess 5+ years of experience and are responsible for leading teams, making important decisions during incident responses, and improving the incident management processes.
Lead Incident Manager / Incident Management Director
- Median Salary: $120,000 – $150,000+ per year
- These roles come with significant experience and often involve overseeing incident management across an entire organization, developing strategies for incident prevention and response, and leading incident management teams.
Chief Information Security Officer (CISO)
- Median Salary: $150,000 – $230,000+ per year
- This high-level position requires extensive experience in incident management, deep expertise in information security, and often involves setting strategies for incident management, risk management and information security for a company.
Incident Manager Work Environment
Incident Managers typically work in an office environment, often within IT departments of corporations, public institutions, or tech companies.
They may also work for specialized IT service firms that provide incident management services to clients.
Their work typically revolves around computer systems, so they often work in spaces well-equipped with advanced technology.
Incident Managers work in a fast-paced, high-pressure environment where they need to quickly respond to and resolve IT incidents and ensure minimal disruption to the organization’s operations.
They might need to be on call outside regular business hours in case of any unforeseen incidents.
After gaining significant experience, an Incident Manager may progress to roles such as IT Operations Manager, or choose to become a freelance consultant, offering their expertise to various organizations.
FAQs About Becoming an Incident Manager
What qualifications do I need to become an Incident Manager?
To become an Incident Manager, a bachelor’s degree in Information Technology, Computer Science, or a related field is often required.
Some companies may prefer candidates with a master’s degree in these fields.
Certifications like ITIL (Information Technology Infrastructure Library), PMP (Project Management Professional), and CISM (Certified Information Security Manager) are also beneficial.
Practical experience in IT service management, incident management, or a related field is highly advantageous.
Important skills include problem-solving, leadership, communication, and crisis management.
Is it necessary to have an IT background to become an Incident Manager?
While it’s not absolutely necessary, having an IT background can be highly beneficial for an Incident Manager role.
This is because Incident Managers often deal with IT-related incidents and need to understand technical jargon, processes, and principles.
That said, transferable skills such as project management, problem-solving, and strong communication can be brought from many different backgrounds.
What is the usual career path to become an Incident Manager?
The usual career path to become an Incident Manager generally involves starting in a more junior IT role, such as a System Administrator or Network Engineer.
From there, individuals may progress to roles in IT Service Management or Incident Response, gaining experience and expertise in managing incidents.
After gaining sufficient experience and knowledge, they may advance to the role of Incident Manager.
Continuous learning and upskilling are crucial in this path, given the rapidly evolving nature of technology.
Is Incident Management a stressful job?
Incident Management can be stressful at times due to the high-impact nature of the job.
When IT incidents occur, they can disrupt business operations and require quick resolution to minimize downtime.
This can lead to high-pressure situations and demanding work hours.
However, the satisfaction of resolving critical issues, improving systems, and contributing to business continuity can be rewarding.
What is the job outlook for Incident Managers?
The job outlook for Incident Managers is positive and expected to grow in the coming years.
This is due to the increasing reliance of businesses on IT infrastructure and the need for professionals who can manage and mitigate incidents effectively.
As more businesses undergo digital transformation, the demand for skilled Incident Managers is likely to rise.
Conclusion
There you go!
Setting out on the path to becoming an Incident Manager is no small task, but it’s unquestionably fulfilling.
Equipped with the right skills, education, and perseverance, you’re well on your journey to making a notable contribution in managing potential risks in a rapidly evolving digital landscape.
Remember, the journey may be tough, but the prospects are boundless. Your strategies could lead to preventative measures that can change how we operate, function, and manage crises.
So, take that initial leap. Submerge yourself in knowledge. Network with professionals. And most importantly, never stop problem-solving.
Because the world is anticipating your strategic input and crisis management skills.
And if you’re looking for personalized guidance on starting or advancing your career as an Incident Manager, try our AI Career Path Advisor.
This complimentary tool is designed to offer personalized advice and resources to help you effectively steer your career path.
Incident Manager Resume Headlines
When Work is a Wildcard: The Unpredictable Nature of Risky Professions
The Job Gloom: The Most Hated Jobs That Are a Buzzkill
The Stark Reality of Low Pay: Jobs Where Earnings Might Surprise You
Jobs That Redefine ‘Stressful’: A Look at the Extreme!
Work Without Limits: The Most Flexible Jobs for Limitless Potential