Job Description of Incident Managers
1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
3. Authorize any IVR message updates for Service Desk
4. Work with all stakeholders to identify the workaround or resolution for the Incident
5. Set expectations of all stakeholders about the timelines and permissions required for the resolution
6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
8. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
9. Open Problem Tickets as per Problem Management Policy and Procedures
10. Document in retrospect, the actions taken, learning and approvals in the service Management tools
11. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
12. Periodically audit Incident records and coach the Incident Management staff to
13. insure that "ticket hops" are reduced to the minimum
14. avoid possible misuse of "Pending" status by resolving groups
15. enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents
16. Quality of updates being made into the Incident Records
17. Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB
1. Understand the Incident and the diagnostic/resolution actions attempted already by the Service Desk and any other Technology Tracks
2. Use the designated or allotted communication bridge, monitoring facilities and on-call schedule from Technology tracks to facilitate immediate attention from all required parties
3. Authorize any IVR message updates for Service Desk
4. Work with all stakeholders to identify the workaround or resolution for the Incident
5. Set expectations of all stakeholders about the timelines and permissions required for the resolution
6. Send Periodic updates to the stakeholders (and if required, to the customers) through Service Desk, until the Incident is resolved
7. Initiate Emergency Changes if required, mobilize cross functional teams, External Vendors and obtain approvals for the mitigation actions from all stakeholders
8. Retain the Technical Observation Post (certain ad-hoc individuals who observe the service after the Incident is resolved) in order to insure that the resolution has actually resolved the Incident and that the Services have returned to their normal state
9. Open Problem Tickets as per Problem Management Policy and Procedures
10. Document in retrospect, the actions taken, learning and approvals in the service Management tools
11. Document the new knowledge learning and any other recommendations in a Critical Incident Report and submit the report to the audience in line with the Critical Incident Management procedures.
12. Periodically audit Incident records and coach the Incident Management staff to
13. insure that "ticket hops" are reduced to the minimum
14. avoid possible misuse of "Pending" status by resolving groups
15. enforce the use of available knowledgebase, Configuration Management Database and Known Error Database for quicker resolution of Incidents
16. Quality of updates being made into the Incident Records
17. Devise, measure, report, monitor and improve the internally designed KPIs to improve the efficiency of Incident Management process. Example: Ticket hops, Incidents per staff, Incidents resolved using KB
Regards
Mohamed RafiGSM :91-9791133997
