An incident manager leads the incident management team of an organization, ensuring the swift resolution of technical issues and restoration of IT operations. They also improve incident management protocols by logging and categorizing repeat incidents.
If you have been eyeing an incident manager role, you’ve just bumped into the right article. We will look at the roles, responsibilities, and requirements of this position. We have also included two resume examples that will come in handy as you prepare your CV in preparation for an incident manager job application. Take some time to discover the small details we have on our resume examples. Let’s get started!
Incident Manager Job Description
Incident managers play important roles in IT departments by managing management teams and relevant IT staff in solving technical issues, malfunctions, and unplanned interruptions thus maintaining productivity levels. In dispensing their roles, they must abide by the company’s incident management protocols and expeditiously manage interruptions to get IT services running as fast as possible.
This job requires extensive technical skills such as programming and system administration. The IT manager should also have the right experience with databases and systems, extensive knowledge of programming languages such as SQL, and proficiency in several IT management software. Lastly, an IT manager must invest in excellent collaboration skills when working with suppliers, customers, and employees.
Incident Manager Roles and Responsibilities
- Responding to incidents and prioritizing them based on their urgency and scope
- Taking charge of the incident management process and leading teams responsible for incidents resolution
- Swiftly responding to reported service incidents and identifying their cause before beginning the incident management process
- Working closely with the incident management team and the IT department to ensure adherence to protocols when resolving incidents
- Documenting both minor and major issues in the IT system and reporting to upper management
- Ensuring that the incident management process remains effective through regular adjustments
- Assigning workloads and rescheduling tasks to incident team members
- Documenting all incidents and their resolution and watching out for recurring malfunctions
- Assessing the impacts of incidents on business operations and general users
- Performing several diagnostic tests and gathering information about incidents to understand them better
- Performing troubleshooting activities to identify the cause of system incidents
- Performing remediation steps such as restarting services, re-booting hardware, and re-installing software to fix system issues
- Regularly interacting with users through the open IT-support ticket management system throughout the incident life cycle
- Following up on the progress of systems to determine if incidents were fully resolved
- Contributing to the Information Technology department’s knowledge database by creating new articles and updating knowledge resources for previous issues
- Using different tools such as monitoring dashboards, IT ticketing systems, operations consoles, specialty diagnostic tools, and configuration management databases to manage incidents
Incident Manager Required Knowledge and Skills
- In-depth knowledge of programming languages such as Scala, Java, and C++
- Proficiency in a variety of IT Management software such as COBIT
- Excellent time management skills
- Solid problem-solving skills
- Ability to fit in well in team settings
- Excellent managerial skills
- Ability to work in fast-paced environments
- Ability to analyze high volumes of technical data
- Outstanding computer skills
- Impressive Information Technology skills
- Excellent analytical skills
- Excellent leadership skills
- Strong conflict resolution skills
- Excellent networking skills
- Outstanding hardware skills
- Strong customer service skills
- Active listening skills
- System administration skills
- Ability to identify issues based on patterns and events
- Innate curiosity
- A learning mindset
- Ability to multitask
Incident Manager Education and Experience
- Bachelor’s degree in Computer Science, Engineering, Information Technology or any related fields
- Extensive experience with databases and necessary programming languages such as SQL
- Proven experience in IT service management or a relevant role
- Experience with change management
- IT service management experience (preferable)
- Extensive experience working with IT systems and software, e.g., Zabbix and SolarWinds
- Experience working in fast-paced settings
- Proven system administration experience
Incident Manager Salary
Incident managers play an important role in IT departments, which can be seen from their estimated salaries. Glassdoor estimates their total pay to be rough $87,000-a base and an additional payment of around $67,000 and $20,000, respectively. Senior safety managers make roughly $99,000 yearly, given their level of experience and added responsibilities.
Incident Manager CV Example 1
Physical address: 13508 Lady Fairfax Cir Herndon, Virginia, 20356
Email address: email@example.com
Phone number: (550) 789-9807
Senior incident manager with 10+ years of experience in IT service management and system administration. Systems expert with working knowledge of 5 programming languages. A certified manager with extensive experience in database administration and large-scale incident management ready to positively impact the organization of engagement.
03/2019- 06/2022, Senior Incident Manager, Brockenhurst General Holdings, Charlottesville, Virginia
- Managed and supervised a 20- member incident management team consisting of system administrators and network specialists
- Successfully offered basic desktop support for the team, limiting downtime experienced from system failure by 90%
- Participated in user acceptance testing processes to help tailor company tools to meet the specific needs of the incident management department and the general users.
- Managed, coordinated and regularly offered assistance on repair efforts for service maintenance issues
- Significantly improved overall productivity of the company by offering regular training to 20+ incident management staff and top-level managers
- Worked closely with 20+ incident management staff members and external system repair and maintenance teams for successful incident management
- Obtained the CREST Certified Incident Manager Certification
- Served as a team subject matter expert and provided technical assistance with company tools and software to 50+ employees
- Minimized business disruptions to clients by 80% through the formation and leadership of ad-hoc technical recovery teams
- Prepared weekly and monthly incident management and evaluation reports and shared them with top-level executives
01/2016- 02/2019, IT Coordinator, Brighton Telecommunications, Dallas, Texas
- Responded to 100+ user complaints daily and resolved them with the help of the IT team
- Regularly followed up on clients to ensure that they were 100% satisfied
- Identified and rectified six critical areas that needed improvement through regular evaluation of the organization’s Information Technology systems
- Successfully facilitated 100+ job-related programs and services with the help of the IT team
- Conducted extensive research and recommended 50+ most suitable IT choices for the organization
- Performed regular troubleshooting, repairs and data restoration with the help of the 15- member IT department
- Collaborated with different professionals, including two system administrators, to maintain IT standards and functionality for the entire organization
- Carefully planned and instituted protocols for IT applications across three departments and 50+ projects
- Organized and participated in the training of 50+ employees on systems and networks
- Performed 10+ regular maintenance activities for the entire organization, including data backups and restoration
- Regularly monitored system and network performance to ensure that they were 100% functional and effective
08/2012- 11/2015, IT Analyst, Brighton’s Telecommunications, Dallas, Texas
- Regularly communicated with 5+ stakeholders to understand and implement their requirements
- Offered advice and technical training to 20+ IT staff for increased productivity and performance
- Attended 10+ IT symposiums and conferences to improve my IT knowledge and keep abreast of different developments and trends
- Planned and oversaw 20+ projects, including upgrades and software installations
- Obtained feedback from 100+ end users regarding system performance and made the right improvements
- Integrated five systems and reconciled the needs of 7 organizational teams
- Ensured 95%+ meeting of business and technology needs by designing efficient IT systems in liaison with departmental staff
- 04/2015- 06/2017, Masters of Science in Enterprise Architecture, Princeton University, Princeton, New Jersey
- 02/2008- 05/2012, Bachelor of Science in Information Technology, University of Virginia, Charlottesville, VA
- 05/2005- 08/2007, High School Diploma, Lynchburg Senior High School, Lynchburg, Virginia
- Continuous Process Improvement
- Project management
- Change management
- Information Technology
- Customer Relationship Management
- Quantitative assessment
- Root cause analysis
- Verbal and written communication
- Active listening
- Decision making
- Time management
- 05/2019, CREST Certified Incident Manager Certification
- 04/2017, ISO/ IEC 27035 Certification
Incident Manager CV Example 2
Physical address: 2354 Wheelwright CT Reston, Virginia (VA), 20543
Email address: firstname.lastname@example.org
Phone number: (350) 789-6787
Professional incident manager with extensive experience in database administration and general IT services management. A go-getter with excellent coding and programming skills ready to work for the betterment of the entire organization. Cybersecurity expert with working knowledge of various IT systems and software
03/2019- 08/2022, Incident Manager, Bramwell and Johnson’s Technologies Inc, Salem, Massachusetts
- Managed, led and tactfully supervised a 20-member incident management team
- Regularly documented and tracked timeline events with utmost diligence and accuracy
- Organized and coordinated 20+ ad-hoc technical recovery teams hence minimizing business disruptions to clients
- Ensured 100% compliance to organizations and industry incident management protocol by closely working with the incident management team
- Collaborated with two incident lifecycle coordinators to offer initial incident reports
- Led and trained ten new hire escalation agents for proper and faster incident response
- Adjusted the incident management process quarterly to reflect new standards and best practices
- Regularly communicated with the upper management, including the IT director, on major issues located in the company’s systems
- Effectively reassigned workloads and rescheduled non-urgent tasks for the 20-member incident management team
- Awarded the best IT employee of the year in 2021 for a 90% reduction in system downtime
- Regularly logged in all incidents and their management resolutions to assess any recurring malfunctions
- Attended 10+ symposiums and IT boot camps to obtain more knowledge and information on service incident management for the benefit of the organization
01/2016- 02/2019, Service Engineer, Burnt Engineering Solutions, San Diego, California
- Promptly followed up on 50+ service requests weekly and offered accurate customer feedback
- Developed 10+ preventive measures to ensure excellent performance of the organization’s IT machinery and equipment
- Regularly conducted safety checks and quality assurance on 50+ company equipment for proper functioning
- Conducted extensive research and attended 15 workshops to stay ahead of industry developments for the benefit of the company
- Wrote weekly, quarterly and annual reports and prepared presentations using PowerPoint as directed by the top management
- Ensured that the company remained competitive by providing recommendations on new explorable features and product improvements
- Communicated with 5+ stakeholders, including engineers, clients and technicians, for effective delivery of services
08/2012- 12/2015, Systems Analyst, Bjorn Technologies Inc, Fairfax, Virginia
- Managed the successful set-up and configuration of 20+ IT systems
- Regularly met and coordinated with 10+ internal and external stakeholders for systems goals and project scope establishment
- Regularly deployed, maintained and troubleshot 5+ business applications, including endpoints, databases and application servers
- Researched and implemented best practices for improved system scalability and performance.
- Ensured that information systems met 100% of business and user needs through regular upgrades
- Regularly trained 15+ systems maintenance employees for improved performance
- 03/2015- 07/2017, Masters of Science in Cyber Security, Massachusetts Institute of Technology, MA
- 04/2008- 05/2012, Bachelor of Science in Computer Science, George Mason University, Fairfax, Virginia
- 05/2005- 06/2007, High School Diploma, Sunshine Senior High School, Hampton, Virginia
- Quantitative assessment
- Service management
- Project Management
- Change mitigation and management
- Customer relationship management
- Root cause analysis
- Service management
- Information Technology
- Interpersonal communication
- Verbal and written communication
- Active listening
- Time management
- Critical thinking
- Ability to work under pressure
- Stress management
- 03/2020, Incident Management Certification, HDI
- 02/2018, CREST Certified Incident Manager Certification
Incident Manager Resume Frequently Asked Questions (FAQs)
1. Are There Specific Keywords That I Should Use in My Incident Manager Resume?
Yes. Optimize your resume by using the right keywords, especially in an era where companies rely on applicant tracking systems to weed out applicants. These phrases, skills, and general terms make your resume more visible, allowing you to easily capture the hiring manager’s attention.
They include documentation, troubleshooting, analysis, monitoring, mentorship, virtualization, change management, project management, information technology, remediation assessment, customer service, process improvement, vendor management, ITSM, hardware, software, proactive, programming, coding, team management, database, systems, MS Office, continual improvement process, facilitation, compliance, mitigation, etc.
Knowing how to use these keywords and evenly spread them in your skill and experience sections will give you an advantage over other applicants, which we all need when applying for jobs.
2. Which Technical Skills Should I Include in My Resume?
You must include role-specific skills in your resume to communicate to the hiring manager that you have what it takes to succeed as an incident manager. These specialized knowledge and competencies are mandatory and can be taught and sharpened over time. Here are a few to include in your resume: excellent virtualization skills, outstanding analysis skills, excellent mitigation skills, continual process improvement skills, strong information technology skills, ability to troubleshoot systems effectively, excellent system monitoring skills, and ability to manage projects to completion, outstanding change management skills, ability to create and maintain excellent relationships with vendors and excellent documentation skills.
Other technical skills worth including are incident response, in-depth understanding of IT Information Library (ITIL), quantitative assessment skills, infrastructural system skills, problem management skills, root cause analysis skills, excellent service management skills, ability to offer technical support, ITSM skills, and SLA. However, do not include skills that you do not possess.
3. What are Some of the certifications I Can Pursue to Get into Incident Management?
Every job or career has supporting certifications. These short-duration programs and courses help people learn new skills or sharpen the existing ones. For incident management, here are some worth your time:
- CREST Certified Incident Manager Certification emphasizes containment techniques, evidence handling, client management, recovery and remediation, written skills, communications, industry best practices, critical reasoning, judgment making, and reporting agencies, among others.
- ISO/IEC 27035 Lead Incident Manager Certification, which covers all the approaches, methods, concepts, techniques, best practices, and tools used for effective incident management and also teaches how to manage a qualified incident response team
- Global Best Practice in IT Major Incident Management covers different aspects of incident management, such as the processes, tools, and people involved and continual service empowerment.
Other certifications worth pursuing include CISM certification by ISACA, MGT553 training, certification by SANS Institute, and incident management certification by HDI. Ensure that you pursue any of these to enrichen your resume and skill-set.
4. What is the Career Path of an Incident Manager?
Incident management is lucrative, given its potential future roles. Most people move from incident management to project management and, lastly, information technology directors. Other possible career paths include:
- Incident manager- Service Delivery manager- Information Technology Director
- Incident Manager- Service Delivery Manager- Operations Project Manager- Senior Operation Projects Manager
- Incident Manager- Service Deliver Manager- Director, Service Delivery
- Incident Manager- Project Manager- Information Technology Director- Director of Information Technology Services
Overall, becoming an incident manager can be a stepping stone to more lucrative roles in the future.
5. How Do I Become an Incident Manager?
There are four main steps to becoming an incident manager that you should know. First earn a college degree in the right field, which can be information technology, computer science, or cybersecurity, among many others. Courses such as information technology management will also help you develop your leadership and management skills.
Once done with your degree, focus on gaining extensive professional experience in information technology service management by applying for open positions and networking with other professionals. Next, obtain the right certifications, such as Major Incident Manager (MIM) or CREST Certified Incident Manager. Afterward, with the right skills, experience and education, apply for an incident manager job and pass your interview.