In many organizations, the role of Incident Manager is crucial to the effective performance of IT operations.  Ultimately responsible for the execution of the incident management process, the Incident Manager ensures that the process and systems supporting the process are working appropriately with the entire process framework to minimize the impact of service disruptions to the business.

Here are some specific responsibilities of the Incident Manager:

  • Driving effectiveness and efficiency of the processing
  • Producing reports
  • Making recommendations for improvements
  • Managing major reports
  • Development and maintaining processes and tools for incident management

If the Incident Manager role does not exist in your IT organization, find some way to introduce it.   For most of the organization, managing incidents means getting through a service disruption as quickly as possible.  Though this is a valid perspective, it’s not possible if the crucial components of the IT infrastructure do not exist.  The Incident Manager ensures those components are in place before the service disruption occurs.

If an Incident Manager does exist, are they highly visible in the organization.  If your team is responsible for handling service disruptions, invite the Incident Manage to team meetings on a regular basis.  This will open the lines of communication for everyone to understand what’s going on with incident management.

Encourage the role of Incident Manager.  Their success opens the doors to everyone’s success.

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