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Job Discription 

Incident Manager

Be accountable for the execution of the Incident Management process for one major account.

Be accountable for the execution of the Incident Management process to a number of accounts.

Responsible for the complete process adherence and handling of incidents according to SLAs.

Responsible to handle P1& P2 incidents and escalate to Major Incident Manager when it becomes a Major Incident.

In conjunction with Knowledge Manager and Problem Manager ensure quality and usage of knowledge base.

Escalation of Major Incident to Major Incident Manager to ensure timely resolution and communication.
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Ensure that Incident Management KPIs are reported and their targets met.

Competence Requirements:

Good customer interface skills - both on the phone and in person.

Strong focus on detail and ability to effectively and accurately record information.

Good presentation skills.

Customer focused with customer liaison skills.

Technical

Sound knowledge of MS Office desktop applications.

Understanding of and ability to carry out quality assurance checks of work.

Knowledge and experience in the use of customer request recording systems.


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