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Become An Incident Manager

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Working As An Incident Manager

  • Interacting With Computers
  • Getting Information
  • Establishing and Maintaining Interpersonal Relationships
  • Thinking Creatively
  • Updating and Using Relevant Knowledge
  • Deal with People

  • Mostly Sitting

  • Make Decisions

  • $155,690

    Average Salary

What Does An Incident Manager Do At Metlife

* Takes a command and control role as Incident Manager during critical incidents focusing on minimizing MTTR
* Manages communication of incidents, problems and escalations to internal and external partners
* Responsible for scheduling ensuring coverage for extended business hours and after hours on call
* Strategic project improvements in solution/system health and overall remedial actions identified within support processes or teams.
* Manages primary communication methods include phone, E-mail and xMatters, and ensure accurate and timely communications to internal and approved external stakeholders, including management.
* Assists management in reviewing processes and procedures, identifying gaps and needed tasks
* Oversees documentation of internal processes and procedures to include support with Global partners
* Provide Senior guidance with KPI reports/dashboards with respect to Incident trend, SLAs, and MTTR

What Does An Incident Manager Do At First Data

* Coordination and management of Incident Management process with infrastructure and application teams
* Escalation of risks and issues to the Incident Management Process Owner and technical leadership
* Supporting Major Incident Management reporting (KPIs and customer SLAs) to ensure incident quality and continual improvement
* Driving Service Management best-practice and ITIL process standardization
* Ensures consistent end-to-end application of the Incident Management process
* Identifies and assists with planning/execution for Incident Management process improvements
* Shift work 24/7 (includes weekend/holidays/on-call as needed)
* Agrees issue definition, action plan and validation of issue resolution with internal customers

What Does An Incident Manager Do At Oracle

* Perform initial customer orientation to Oracle support for new Engineered Systems customers through education on working effectively with support, best practices and patching approach and practices.
* Explain Platinum patching, and customer responsibilities in regards to patching.
* Meet regularly with customers for SR review and prioritization.
* Ensure that SRs and bugs are resolved by the customer’s needed date.
* Serve as a customer advocate.
* Managing the delivery of essential services and assessments.
* Meeting regularly with customers to understand criticality of the customer’s systems, and sharing the advantages of Platinum patching and monitoring.
* Review customer setup, and work with customer to propose the best patching method.
* Keep records
* Coordinating customer request by engaging the proper Oracle resources and teams.
* Serve as the primary management contact for escalation or situation management of critical customer issues.
* Some weekend work is required.
* Cover the Engineered Systems Duty Manager role.
* Represent Oracle and customer interests.
* Use experience and judgment to meet customer objectives and milestones.
* Communicate status and plans to all levels of Oracle and customer management.
* Converse knowledgeably with the customer on technical product issues.
* Patch Coordinator will understand Customer’s system, database architecture and operations, and provide accurate and timely planning for system and database patching and upgrade tasks.
* Meet regularly with customers to understand criticality of the customer’s systems, and review patching documents.
* As the primary point of contact for customers, you are responsible for facilitating customer upgrades and patching within the customer requested timeframes, and to achieve the highest possible customer satisfaction

What Does An Incident Manager Do At KPMG

* Proactively seek, monitor for and respond to security incidents, as well as perform personnel investigations
* Exercise all phases of incident response life cycle: analysis, containment, eradication, remediation, recovery
* Monitor for external threats, assessing risk to the KPMG environment and driving risk mitigation and response activities
* Evaluate external threat intelligence sources related to zero day attacks, exploit kits and malware to determine organizational risk and improve threat detection
* Conduct host based forensics and analysis to determine root cause and impact; define, document, test and manage incident response processes; mature and integrate processes and technologies, with the objective of the continued development of a 'single plane of glass' for monitoring and comprehensive incident response process
* Stay abreast of the latest information security controls, practices, techniques and capabilities in the marketplace; lead internal skills development activities for information security personnel on the topic of security monitoring and incident response, by providing mentoring and by conducting knowledge sharing sessions

What Does An Incident Manager Do At Kronos

* Quickly assessing the severity of an outage in regard to business impact and technical complexity
* Assess and ensure all appropriate groups are working on restoring service in a timely manner
* Facilitate the resolution by effective communication across multiple teams (use conference bridges, group chats)
* Notify, escalate and communicate to senior management the existence and status of outages, as necessary
* Accurately record all diagnostics, communications, and resolutions within Service Management toolsets
* Ensure Knowledge Base (KB) articles are kept current & contribute new KB articles based on known problems and their resolutions
* Liaise with the Business and Application owner during major incidents impacting particular business units
* Be the focal point while leading a Major incident up to & including interacting with Sr.
* IT Leadership as needed to help expedite incident resolution
* Provide appropriate inputs to the Problem management process, RCA preparation
* Develop an understanding of the organizational structure and infrastructure environment
* Handle conflict situations and make quick decision while driving incidents
* Manage and drive third parties to the quick resolution of incidents

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How To Become An Incident Manager

Typically, a bachelor’s degree in computer or information science, plus related work experience, is required. Many computer and information systems managers also have a graduate degree.


Computer and information systems managers normally must have a bachelor’s degree in a computer- or information science–related field. Such a degree usually takes 4 years to complete and includes courses in computer programming, software development, and mathematics. Management information systems (MIS) programs usually include business classes as well as computer-related ones.

Many organizations require their computer and information systems managers to have a graduate degree as well. A Master of Business Administration (MBA) is common and takes 2 years beyond the undergraduate level to complete. Many people pursuing an MBA take classes while working, an option that can increase the time required to complete that degree.

Work Experience in a Related Occupation

Most jobs for computer and information systems managers require several years of experience in a related information technology (IT) job. Lower level management positions may require only a few years of experience. Directors are more likely to need 5 to 10 years of related work experience. A chief technology officer (CTO), who oversees the technology plan for a large organization, may need more than 15 years of experience in the IT field before being considered for a job.

The number of years of experience required varies with the organization. Generally, smaller or newer companies do not require as much experience as larger or more established ones.

Computer systems are used throughout the economy, and IT employees may gain experience in a variety of industries. However, an applicant’s work experience should be in the same industry they are applying to work in. For example, an IT security manager should have previously worked in information security. A hospital IT director should have experience in the healthcare field.


Most computer and information systems managers start out as lower level managers and advance to higher positions within the IT department. IT directors or project managers can advance to become CTOs. A CTO or other manager who is especially business minded can advance to become a chief information officer (CIO), the person in charge of all IT-related decisions in an organization. CIOs can advance to become top executives in an organization.

Important Qualities

Analytical skills. IT managers must be able to analyze problems and consider and select the best ways to solve them.

Business skills. IT managers must develop and implement strategic plans to reach the goals of their organizations.

Communication skills. IT managers must be able to explain their work to top executives and give clear instructions to their subordinates.

Decisionmaking skills. Some IT managers must make important decisions about how to allocate resources in order to reach their organizations’ goals.

Leadership skills. IT managers must be able to lead and motivate IT teams or departments so that workers are efficient and effective.

Organizational skills. Some IT managers must coordinate the work of several different IT departments to make the organization run efficiently.

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Incident Manager jobs

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Incident Manager Demographics


  • Male

  • Female

  • Unknown



  • White

  • Asian

  • Hispanic or Latino

  • Unknown

  • Black or African American

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Languages Spoken

  • Carrier

  • Spanish

  • French


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Real Incident Manager Salaries

Job Title Company Location Start Date Salary
Incident Manager Research In Motion Corporation Bellevue, WA Oct 20, 2010 $133,000
Incident Manager Research In Motion Corporation Bellevue, WA May 20, 2010 $133,000
Incident Manager Engineer SONY Network Entertainment International LLC San Diego, CA Sep 04, 2015 $123,000
Incident Manager, Infrastructure Service Support (VP) JP Morgan Chase & Co Houston, TX Jun 25, 2015 $114,000
Incident Manager, Infrastructure Service Support ( Jpmorgan Chase & Co. Houston, TX Sep 07, 2014 $114,000
Murex Platform Technical Incident Manager Murex North America Inc. New York, NY Aug 26, 2015 $110,000 -
Incident Manager (IT) ISTS Worldwide Inc. Fremont, CA Jun 01, 2010 $100,000
Incident Manager (IT) ISTS Worldwide Inc. Pleasanton, CA Jun 01, 2010 $100,000
Incident Manager Cisco Systems, Inc. West New York, NJ Dec 16, 2009 $97,739 -
Incident Manager Lumen21, Inc. Orange, CA Aug 01, 2012 $95,000
Incident Manager, US Operations Ironshore Services Inc. New York, NY Feb 01, 2010 $91,957 -
Incident Manager (IT) ISTS Worldwide Inc. Irvine, CA Nov 02, 2010 $90,000
Murex Platform Technical Incident Manager Murex North America Inc. New York, NY Aug 26, 2015 $83,600 -
Incident Manager Arete Systems Inc. Rolling Meadows, IL Apr 13, 2016 $83,500

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Top Skills for An Incident Manager


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Top Incident Manager Skills

  1. Major Incident
  2. Incident Management Process
  3. Escalation Procedures
You can check out examples of real life uses of top skills on resumes here:
  • Assess impact and progress during major incidents to ensure escalation is timely and appropriate.
  • Documented and continually enhanced the incident management process.
  • Coordinate communication bridges and executes technical escalation procedures.
  • Well versed in ITIL methodologies and instrumental in developing refined process models for delivery.
  • Created, maintained and published Problem Management processes through detailed documentation that was validated regularly through a review process.

Top Incident Manager Employers

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Incident Manager Videos

Role of an Incident Manager - ITIL

KPIs for Incident Managers

Incident Management