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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.

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.