The Incident Managers should be experienced in managing any Non-Critical Incident independently, but with the ability to seek guidance from the Internal Operation Managers when necessary. The management of incidents of this nature should include, but not be limited to, the following skills:
Critical Incident Management
The Incident Managers should assist Internal Operation Managers on Critical Incidents. The responsibility for driving these Incidents sits with the Internal Operation Managers but are supported by Incident Managers in the following
Recurrent Incident Management
Responsible to identify recurring incidents, investigate, follow up, and establish root cause and resolution.
Recurring incidents should be reported to and managed in conjunction with the Problem Management team.
Knowledge Management
Incident Managers will be responsible for the maintenance of an Incident Management Knowledge Database
Known Error registry.
The Incident Managers will collaborate with Problem Management and Internal Operation Managers to create Known Errors records using recorded data from previously managed incidents.
Reporting
Incident Managers will create set reports with varying frequency:
Morning Sunrise Report detailing any Incidents being tracked, along with Root Cause Analysis progress. This will be shared with the Operations Management team who will publish the details in their early morning daily report.
Provide Draft Critical Incident Reports
Other reports will be created and provided as requested.