Incident Manager

Salary depends on experience
Posted on 09/21/17
Newport News, VA
5 - 7 years experience
Retail / Diversified
Salary depends on experience
Posted on 09/21/17

Job Description:


Responsible for centrally managing and enforcing all aspects of the Incident Management processes and policies across Wolseley North America, for promoting an awareness of those processes and policies, for ensuring that service is restored as quickly as possible following a major incident and that resolution activities are appropriately communicated


  • Serves as a subject matter expert for the Incident Management processes defined for Wolseley North America
  • Promotes the use of the Incident Management processes and policies that have been tailored for Wolseley North America
  • Supports the IT Service Management (ITSM) Operations Manager to document, communicate and continually improve the Incident Management processes and policies for Wolseley North America
  • Liaises with all relevant parties to define and maintain the major incident criteria for each service
  • Manages the creation and closure of all major incident records
  • Actively manages all open major incidents to ensure that appropriate resources are allocated and that there is a timely resolution and closure
  • Monitors the progress of all major incidents to assess whether or not disaster recovery procedures need to be initiated
  • Manages the functional and hierarchical escalation of major incidents as necessary
  • Communicates the declaration, progress and resolution of major incident to IT management and the impacted user community and maintains appropriate distribution lists of contacts to support this activity
  • Liaises with all relevant parties, for non-business critical services, to schedule and coordinate Post Incident Reviews (PIR), ensuring that they have been fully resolved, lessons have been learnt and improvement actions have been identified (Note: PIRs for business critical services are managed by the Business Services Manager role)
  • Ensures that all high priority incidents are receiving appropriate attention and are actively being managed
  • Recognizes and takes control of unallocated ‘white space’ incidents
  • Acts as an escalation point for the Service Desk where resolution ownership is disputed
  • Monitors all incoming incidents for signs of underlying major events
  • Identifies trends within incident data that might indicate the existence of underlying problems and escalate accordingly
  • Reviews the quality of all incident tickets to ensure they have been correctly prioritized and categorized
  • Maintains a current knowledge of Incident Management practices, relevant product offerings and supporting policies and procedures
  • Upholds the core values of the Service Management Center (SMC)
  • In addition to the essential job functions described above, all associates will perform duties as requested by management.  Assigned responsibilities and duties may vary based on organizational growth
  • Abides by all policies, rules and regulations of the company including all applicable safety rules, regulations and procedures
  • Supports corporate programs, goals and initiatives


  • 5+ years of IT work related experience
  • Experience with ITIL methodology a plus
  • Bachelor’s degreepreferred
  • Proficient using MS Office products


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