Incident managers work to manage the lifecycle of all unplanned interruptions, malfunctions, and quality reductions of provided IT services. Their main goals are to follow incident management protocols and restore provided IT services to normal operation as quickly as possible. They also report major system issues to upper management.

•  Monitor assigned Applications or Services
•  Notify Service Desk when Major Incidents occur
•  Analyze and identify possible problem sources to resolve incident
•  Facilitate technical troubleshooting efforts and engages additional technical support as needed, including vendor support
•  Liaison between Crisis Manager and the Technical Team during a Major Incident where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service
•  Provide half-hour updates on available workarounds
•  Provide half-hour updates on estimated time to restore (ETA)
•  Consult with Crisis Manager if a leadership decision is needed
•  Document troubleshooting activities and resolution details in the Incident Work Notes, to provide an accurate timeline
•  Document After Action Report (AAR) within 48 hours of Major Incident resolution where the Priority is 1-Critical, and the impact involves a Critical Business Application or Core Infrastructure Service.

Incident Manager Responsibilities:

•  Overseeing the incident management process and team members involved in resolving the incident.
•  Responding to a reported service incident, identifying the cause, and initiating the incident management process.
•  Prioritizing incidents according to their urgency and influence on the business.
•  Producing documents that outline incident protocols such as how to handle cybersecurity threats or how to correct server failures.
•  Collaborating with the incident management team to ensure that all protocols are diligently followed.
•  Logging all incidents and their resolution to see if there are recurring malfunctions.
•  Adjusting the incident management process as required to ensure its effectiveness.
•  Communicating with upper management if major issues are found in the IT system.
•  Managing the incident team members by re-assigning workloads and re-scheduling non-urgent tasks.

Incident Manager Requirements:

•  Bachelor's degree in information technology, engineering, or a related field.
•  At least three year's experience working in IT service management, or a similar role.
•  Strong knowledge of IT service management software including ITIL and COBIT.
•  Experience working with IT systems

Nityo Infotech is global management consulting, technology services and outsourcing company headquartered in Pittsburgh PA, USA with a strong presence in Americas, APAC, India, EMEA, Canada, Australia, Japan and South Africa. Consulting workforce of 14000+ highly trained domain experts, project managers and leading-edge technology specialists. Also, Excellent delivery track record of servicing fortune 500 companies.

Our Mission is to redefine Customer Business Equity with 3T (Transformation, Technology and Talent). Our vision is to empower our customers to focus on Core Business Competence through innovative and competitive IT and Business Process Outsourcing.