Incident Manager

Valuemation Business View: Incident Manager

This role is responsible for overall coordination of the incident management process, in particular whenever there are major incidents.

According to the ITIL® Service Operations publication, typically the responsibilities for this role are:

• Planning and managing support for incident management tools and processes.
• Coordinating interfaces between incident management and other service management processes.
• Driving the efficiency and effectiveness of the incident management process.
• Producing management information.
• Managing the work of incident support staff (first- and second-line).
• Monitoring the effectiveness of incident management and making recommendations for improvement.
• Developing and maintaining the incident management systems.
• Managing major incidents.
• Developing and maintaining the incident management process and procedures.