The Incident Manager is a position within the scope of Incident Management ITILv3 process.
Reports into IT Manager and has dotted line to Localised Support Managers.
„Users“ are all users of internal and external IT services.
„Customers“ are users of IT services internally in the organization and external paying customers that use the companies IT Services.
„Suppliers“ are parties defined by Service Design Supplier Management key process for each IT Service.
Tasks:

• Responding to all input regarding unplanned service interruptions from customers and internal IT
  
• Incident monitoring and reporting
  
• Logging, categorization and prioritization of Incidents
  
• Providing initial Incident support
  

Assures:
Incident investigation and diagnosis
Incident resolution or recovery using workarounds
Incident closure after verification from users or customer
Incident monitoring and interaction to other processes
Entering workarounds into KEDB while triggering Problem Management (owner of KEDB)
Preventative Maintenance is executed according agreements and documented
Continuous improvement of Incident and Maintenance process leading to reductions in COS for customers.
Defining and planning separate procedures for major Incidents
Evaluating Incidents to determine if they are likely to reoccur
Ensuring adherence to SLA
Ensuring adherence to priority based management based on impact + urgency
Ensuring Incident routing does not meet bottlenecks, escalation must happen as effectively as possible
Production of management information in relation to agreed SLAs
Making recommendations for Service Improvement Plans
Ensuring the Incident Management process is performed as designed
Ensuring the Incident Management process is fit for purpose
Ensuring process description meets objectives
Sponsorship, design, and continual improvement of the process and its metrics
Following the organization's po­licies relating to employment
Personnel:
Leading and supporting the Support/ Incident Management team.
Motivate the employees you are responsible for. Help them thrive in a challenging work environment.
Understanding the full scope of the Incident Management process.
Ensuring that all your co-workers in projects understand and follow all procedures they are involved with.

Key Success factors:

• Takes Ownership
  
• Drive for results
  
• Interpersonal effectiveness
  
• Building effective Teams
  
• Technical Knowledge
  
• Withstands Pressure
  
• Good Communication skills
  
• Customer Focus
  

Skills and Experience:
It is expected that the Incident Officer has the competence required to competently manage the Incident Management ITILv3 process.
It is expected that he/she constantly acquires knowledge necessary to continually manage the Incident Management ITILv3 process better so that expectations are continually met.
Other requirements
Travelling is required for <20% of the time.
He/she is fluent in English. Preferably speak Czech and German.

Bakalářské, Vysokoškolské/u­niverzitní

Novojičínsko + zahraničí

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• SPPA group s.r.o.
• Mgr. Táňa Kittrichová