Incident Manager (IT Helpdesk Leader)

Responsibilities during an Incident:
● Run and facilitate the incident response as the Incident Commander
● Create and maintain incident documentation and data
● Coordinate incident response logistics
● Work with customer facing counterparts to ensure communications are detailed and
timely
Responsibilities Following an Incident:
● Draft incident report and assign to appropriate parties
● Facilitate post-mortem incident review forums which include a global audience
● Manage Remediation Item process including identification, ticket creation, tracking,
follow up and reporting
● Facilitate prioritization of incident remediation items to ensure that identified open
issues are resolved
● Consistently work to keep related remediation projects moving forward
● Support immediate ongoing investigations and call out on high-risk discoveries
● Manage Root Cause Analysis process and provide details for reporting
● Ensure all incident details are accurate and fully documented across the incident
report, tickets, and system status dashboards