Incident managers require extensiveexperience with identifying emerging incidents and ensuring their prompt resolution. Their primary focus is coordinating responses between technical teams during a service disruption in order to address and solve service failures as quickly and effectively as possible.
Incident managers directly work with the subject matter expert (SME) of the malfunctioning system to develop potential solutions. Upon resolution; the incident manager works with their team to establish procedures to preventfuture incidents.
BachelorsDegree in Computer Science or a related technical discipline; or the equivalent combination ofeducation; technical certifications or training; or workexperience.
- Three to five years of experience in IT Operations support
- Three to five years of hands-on experience in support of two or more of the following technical areas: Windows Servers Systems; Unix Systems; Networking; Storage; Citrix; server virtualization; Voice over Internet Protocol (VOIP); Database Administration (DBA) (e.g.; Oracle; Microsoft Structured Query Language (SQL) Server); application software support; network and application monitoring
- Ability to follow procedures under stressful conditions
- Written and Oral Communications Skills
- ITIL v3 Foundations