Incident Manager Job Description [Updated for 2024]

In the realm of IT, the role of Incident Managers has become increasingly pivotal.

As technology advances, the demand for proficient individuals who can effectively manage, resolve, and prevent IT incidents escalates.

But what does it really mean to be an Incident Manager?

Whether you are:

• A job aspirant aiming to understand the intricacies of this role,
• A hiring manager drawing the profile of the perfect candidate,
• Or simply fascinated by the operational aspects of incident management,

You’re in the right place.

Today, we present a customizable Incident Manager job description template, designed for easy posting on job boards or career sites.

Let’s dive right into it.

Incident Manager Duties and Responsibilities

Incident Managers play a vital role in managing and controlling incidents to ensure minimal disruption to business operations.

They are typically responsible for establishing incident management processes, coordinating with various teams, and prioritizing remediation activities.

The core duties and responsibilities of an Incident Manager include:

• Developing and implementing incident management procedures and workflows
• Coordinating the response to incidents, ensuring swift resolution and minimal impact on services
• Classifying and prioritizing incidents based on their severity, impact, and urgency
• Working closely with technical teams to understand and resolve incidents
• Communicating effectively with stakeholders about incident status, impact, and resolution progress
• Managing the life cycle of all incidents from identification to resolution
• Analyzing incident data to identify trends and areas for improvement
• Training and guiding team members on incident response procedures
• Facilitating post-incident reviews to learn from incidents and improve future response
• Creating and maintaining incident records for auditing and analysis purposes

 

Incident Manager Job Description Template

Job Brief

We are looking for a skilled and experienced Incident Manager to join our team.

The Incident Manager will be responsible for managing the life-cycle of all incidents (unplanned interruptions or reductions in IT services) from inception to resolution.

The ideal candidate has a deep understanding of IT Service Management (ITSM) and Incident Management processes, and is capable of ensuring swift resolution of incidents to minimize downtime and business disruption.

Ultimately, the role of the Incident Manager is to provide fast and useful technical assistance on computer systems and manage the processes for restoring normal service operation as quickly as possible.

 

Responsibilities

• Oversee all IT incidents from identification to resolution
• Develop effective incident management procedures
• Coordinate response and recovery activities with relevant stakeholders
• Record, analyze, and distribute statistical reports on incident trends
• Identify and implement strategies to reduce the number of incidents
• Assist in the development of a continuous improvement plan for incident management
• Communicate effectively with key stakeholders during incidents
• Develop training materials and deliver training to staff on incident management processes
• Ensure compliance with incident management policies and procedures

 

Qualifications

• Proven experience as an Incident Manager or similar role in IT
• Strong knowledge of IT Service Management (ITSM) and Incident Management processes
• Excellent knowledge of IT systems, infrastructures and ITIL framework
• Problem-solving skills with attention to detail
• Strong written and verbal communication skills
• Ability to manage and prioritize multiple incidents
• ITIL certification is preferred
• BSc/BA in Information Technology, Computer Science or a related field

 

Benefits

• 401(k)
• Health insurance
• Dental insurance
• Retirement plan
• Paid time off
• Professional development opportunities

 

Additional Information

• Job Title: Incident Manager
• Work Environment: Office setting with options for remote work. Some travel may be required for team meetings or client consultations.
• Reporting Structure: Reports to the IT Service Manager or Chief Information Officer.
• Salary: Salary is based upon candidate experience and qualifications, as well as market and business considerations.
• Pay Range: $80,000 minimum to $130,000 maximum
• Location: [City, State] (specify the location or indicate if remote)
• Employment Type: Full-time
• Equal Opportunity Statement: We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
• Application Instructions: Please submit your resume and a cover letter outlining your qualifications and experience to [email address or application portal].

 

What does an Incident Manager do?

Incident Managers play a crucial role in the Information Technology sector, often being employed by tech companies or IT departments in various industries.

They can also work as independent consultants.

Their primary responsibility is to manage and coordinate the response to incidents, particularly those that affect the normal operation of IT services.

They work in collaboration with multiple teams to ensure that the root cause of an incident is identified and solved as quickly as possible.

Incident Managers are often responsible for assessing the impact of incidents and prioritizing their resolution based on this.

They implement the Incident Management process, which includes detection, diagnosis, repair, and recovery.

They also play a key role in communication during incidents, keeping all stakeholders informed about the status and expected resolution times.

They may also be involved in documenting incidents and their resolution for future reference, as well as for training and process improvement purposes.

Furthermore, Incident Managers often analyze incident trends to prevent future incidents, and ensure that any lessons learned from managing incidents are effectively integrated into the overall service improvement plans.

 

Incident Manager Qualifications and Skills

Incident Managers are required to exhibit a mix of technical prowess, leadership skills and procedural knowledge to ensure swift and effective resolution of incidents, including:

• Technical knowledge to understand, assess and resolve IT incidents, and to understand the interconnected nature of complex IT systems.
• Leadership and decision-making skills to lead teams during incident resolution, making critical decisions to restore normal service as quickly as possible.
• Strong communication and interpersonal skills to interact with stakeholders at all levels, providing clear and concise information about incidents and their resolution.
• Problem-solving skills to effectively identify, diagnose and rectify incidents, drawing on a broad knowledge of IT systems and procedures.
• Organizational skills to manage multiple incidents at the same time, prioritizing them based on their impact and urgency.
• Knowledge of incident management procedures and best practices to ensure incidents are handled in line with company policy and regulatory requirements.
• Customer service skills to ensure a high level of service is maintained during incidents, minimizing disruption and maintaining customer satisfaction.

 

Incident Manager Experience Requirements

Incident Managers generally require at least 3 to 5 years of experience in Information Technology or a closely related field, with a focus on incident management, problem management, or service operations.

This can be gained through roles such as IT Service Analyst, IT Support Specialist, or Service Operations Analyst.

They should have solid experience in managing and resolving incidents, preferably within a service desk or incident management environment.

Experience in leading and managing teams is also important as Incident Managers often have to coordinate cross-functional teams to resolve incidents.

Candidates with more than 5 years of experience often have a deep understanding of IT service management frameworks, like ITIL, and may have gained this through roles such as IT Service Manager or Service Delivery Manager.

Those with more than 7 years of experience usually have significant incident and crisis management experience.

They may also have leadership experience and could be ready for roles that involve strategic incident management planning or management of an Incident Management team.

 

Incident Manager Education and Training Requirements

Incident Managers usually hold a bachelor’s degree in Information Technology, Computer Science, or a related field.

Having a strong background in IT service management is essential.

Familiarity with incident management systems and ITIL (Information Technology Infrastructure Library) processes is highly desired.

Many employers prefer candidates with a master’s degree in IT Service Management, Cybersecurity, or related disciplines, especially for higher-level positions.

Professional certification, such as Certified Incident Manager or ITIL certification, can enhance career prospects.

These certifications verify a candidate’s ability to manage, coordinate and direct all aspects of an incident response plan.

Additional skills in risk management, crisis management, and problem-solving can be beneficial.

Strong communication skills are also essential, as Incident Managers often liaise between technical teams, management, and sometimes external stakeholders.

Ongoing education is crucial in this role, as technology and threats evolve constantly.

Therefore, Incident Managers are often expected to participate in continuing education programs and professional development workshops.

 

Incident Manager Salary Expectations

An Incident Manager can expect to earn an average salary of $81,800 (USD) per year.

The actual salary may differ depending on factors such as the level of experience, qualifications, and the geographical location of the job.

 

Incident Manager Job Description FAQs

What skills does an Incident Manager need?

Incident Managers need to possess strong problem-solving skills, excellent decision-making abilities, and an ability to work under pressure.

They should have strong communication and leadership skills, as they often lead a team during incidents and need to ensure everyone is working towards resolving the issue.

Incident Managers should also have good technical knowledge of IT systems and processes.

 

Do Incident Managers need a degree?

While some Incident Managers may come from various backgrounds, most companies require at least a bachelor’s degree in a related field such as Information Technology, Computer Science, or a related field.

In addition, various professional certifications like ITIL (Information Technology Infrastructure Library) can be beneficial and are often preferred by employers.

 

What should you look for in an Incident Manager resume?

When hiring for the role of an Incident Manager, look for evidence of previous experience in Incident Management or a related field.

This can include roles in IT service, system administration, or network operations.

Also, look for a proven track record in managing and resolving incidents, as well as evidence of leadership skills.

Certifications like ITIL can also be a strong indicator of a good candidate.

 

What qualities make a good Incident Manager?

A good Incident Manager is calm under pressure, able to make decisions quickly, and has excellent communication skills.

They should be a good leader and able to coordinate a team during stressful incidents.

They should also be analytical and have a strong understanding of IT systems and processes.

 

What are the daily duties of an Incident Manager?

An Incident Manager’s day typically involves monitoring systems for incidents, responding to incidents as they occur, and leading the team in resolving them.

They also typically oversee the creation of incident reports and conduct post-incident analysis to help prevent future incidents.

In addition, they may participate in planning and implementing changes to improve the overall incident management process.

 

Is it challenging to hire Incident Managers?

Hiring Incident Managers can be a bit challenging due to the specific mix of technical and management skills required.

It’s critical to find candidates with the right balance of technical knowledge, leadership skills, and the ability to handle high-pressure situations.

This can make the pool of qualified candidates somewhat limited, leading to more time-consuming and rigorous recruitment processes.

 

Conclusion

And there you have it.

Today, we’ve delved deep into the critical role of an Incident Manager.

Surprise, surprise.

It’s not just about resolving incidents.

It’s about orchestrating business continuity, one incident at a time.

With our comprehensive Incident Manager job description template and practical examples, you’re primed and ready for action.

But why not go the extra mile?

Explore further with our job description generator. It’s your ideal tool for sculpting precision job listings or honing your resume to absolute precision.

Remember:

Every incident resolved is a step towards business excellence.

Let’s achieve this excellence. Together.

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