Job Description

The role and responsibilities of an IT incident Coordinator

(SLA)

The responsibilities of IT incident managers encompass a wide range of tasks, including:

Leadership and oversight:

An IT incident manager provides strategic leadership and meticulous oversight of the incident management process. They help IT service desks navigate through the incident life cycle, collaborate with various teams, and devise incident response strategies to minimize the impacts of disruptions.

Resource management:

Incident managers allocate resources, including personnel, tools, and infrastructure, to promptly address incidents and ensure effective resource utilization. Additionally, they monitor the workload of the incident response team for smooth operations during the incident management process.

Coordination and communication:

Incident managers coordinate with various teams involved in incident response and delegate tasks to specific team members, including technical support teams, IT operations teams, and external vendors. They facilitate communication between stakeholders, provide regular updates on the status of incidents, and manage expectations regarding resolution timelines.

Decision-making and problem-solving:

During incident response, IT incident managers facilitate decision-making processes, guiding teams in identifying and implementing effective solutions to resolve incidents promptly.

Root cause analysis:

Incident managers lead the investigation of incidents to determine their root causes and underlying issues. They oversee the implementation of corrective and preventive measures to address root causes and prevent recurrence of incidents in the future.

Continuous improvement:

Incident managers drive efforts for ongoing improvement by conducting post-incident reviews and applying insights gained to enhance the effectiveness and efficiency of the incident management process. They analyze incident trends, identify areas for improvement, and implement changes to prevent similar incidents from occurring in the future.

Documenting incident details and actions:

Incident managers ensure comprehensive documentation of incident details, response actions, and outcomes, recognizing their importance for analysis, compliance, and future improvement efforts.
Essential skills required for an IT incident manager

To be effective, an IT incident manager must possess a blend of technical, managerial, and interpersonal skills.

Technical expertise in security, networking, and systems is essential, along with proficiency in project management and organizational skills for executing incident response plans. Leadership and teamwork capabilities are crucial for motivating and coordinating team members effectively. Effective communication and presentation skills are necessary for delivering clear and tailored messages to diverse audiences. Analytical skills, critical thinking abilities, and stress management techniques are vital for evaluating situations, creating informed strategies, and navigating the pressures of incident management. Obtaining relevant certifications such as ITIL Foundation, Certified Incident Manager (CIM), Certified Information Security Manager (CISM), or other certifications specific to incident management can enhance the qualifications and credibility of an IT incident manager.
Job Types: Full-time, Permanent

Pay: Up to ?35,000.00 per month

Benefits:

Commuter assistance Health insurance Provident Fund
Schedule:

Day shift
Supplemental Pay:

Yearly bonus
Work Location: In person