Incident Manager
2 weeks ago
**Incident Manager - Job Description (including Tier 1 & Tier 2 scope)**
**Role Summary**:
The Incident Manager is responsible for overseeing and coordinating all activities related to IT incidents, ensuring timely restoration of services and minimizing business impact. The role includes managing and supporting Tier 1 and Tier 2 technical teams to achieve high service availability and effective problem resolution.
**Key Responsibilities**:
**Tier 1 (First Line Support)**:
- Act as the initial point of contact for all incident reports and service requests.
- Perform initial troubleshooting and data collection to classify and prioritize incidents.
- Log incidents accurately in the ITSM system and ensure complete documentation.
- Escalate unresolved or critical issues to Tier 2 according to defined SLAs.
- Provide users with timely updates and communication during incident handling.Conduct monitoring and health checks using system dashboards and alerts.
**Tier 2 (Second Line Support)**:
- Perform advanced diagnostics and root cause analysis for incidents escalated from Tier 1.
- Collaborate with specialized technical teams (Network, Application, Database, Infrastructure) to resolve issues.
- Implement workarounds or temporary fixes to restore services while permanent solutions are developed.
- Conduct trend analysis and recommend preventive actions to reduce recurrence.Update knowledge base articles and standard operating procedures (SOPs).
**Incident Management & Coordination**:
- Take ownership of major incidents and lead coordination between Tier 1, Tier 2, and problem management teams.
- Ensure SLA adherence for incident response and resolution times.
- Communicate incident status, impact, and resolution progress to stakeholders and management.
- Participate in post-incident reviews to identify lessons learned and improvement actions.
- Maintain continuous improvement of incident response processes and escalation matrix.
**Tools & Technologies**:
ServiceNow, BMC Remedy, Dynatrace, Splunk, Netcool, ElasticSearch, SiteScope, or similar monitoring and ticketing systems.
**Requirements
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