Incident Manager

Incident Management/Major Incident Management (Primary responsibility)

Identify an Incident has/is occurring and respond accordingly

Utilize KB articles, incident logs, etc. to quickly determine next steps

Engage the appropriate resources needed to contain the incident

Establish a communication bridge for resources to collaborate

Send out communication to appropriate audience at regular intervals during the incident

Log all activities that occur during the incident

Moderate the communication bridge to keep the team focused on containment minimizing mean time to restore (MTTR)

Escalate to management as needed

Event Management (secondary responsibility)

Use EM tools to improve detection and response times to incidents

Reduce downtime by proactively detecting performance anomalies before they become a widespread system-down incident

Recognize the need for additional alarms or modified alarm thresholds based on past incidents

Problem Management (secondary responsibility)

Detect that a problem exists i.e. repeat incidents of the same type

Log the problem and assemble a team to work the problem

Log a known error and any workaround

Facilitate the technical team as they resolve the problem

Document the problem resolution and ensure any KB articles are updated

Metrics

Maintain key performance metrics

MTTR (mean time to restore)

MTTK (mean time to know)

Incidents with defective or non-existent alarms

Mean Time to Detect/Know

Unplanned Outage count and duration

Planned Outage count and duration

Incident counts by Portfolio

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