Incident Manager

Key Responsibilities

• 
  Perform on-site maintenance of hardware and promptly address technical issues to ensure minimal downtime.
• Deliver first-time resolution by effectively troubleshooting and diagnosing problems, or escalating issues to major incident managers and problem managers for further investigation and resolution.
• Provide coaching to apprentices and share expertise and knowledge with team members.

Skills

To excel as an Incident Manager in the UK public sector, certain skills and qualifications are essential:

• Technical Expertise: Understanding of IT systems, networks, and software.
• Analytical Skills: Capable of analyzing complex problems and finding solutions.
• Communication Skills: Excellent in verbal and written communication for clear information sharing.
• Leadership: Able to lead teams and coordinate cross-department efforts in high-pressure situations.
• ITIL Certification: Knowledge of ITIL best practices is a plus.
• Experience: Prior experience in incident management or related field required.
  

Career Progression

The career path for an Incident Manager in the UK public sector can be highly rewarding, with numerous opportunities for progression:

• Junior Incident Manager: Entry-level position, typically focusing on assisting senior managers and learning the ropes of incident management.
• Incident Manager: Full responsibility for managing incidents, coordinating responses, and ensuring service restoration.
• Senior Incident Manager: Leadership role involving oversight of a team of incident managers and strategic incident management.
• Head of Incident Management: Executive role, responsible for overall incident management strategy and execution across the organisation.