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Incident manager skills for your resume and career

Updated January 8, 2025

7 min read

Quoted experts

Donald Yeung,

Donald Yeung

Below we've compiled a list of the most critical incident manager skills. We ranked the top skills for incident managers based on the percentage of resumes they appeared on. For example, 12.1% of incident manager resumes contained incident response as a skill. Continue reading to find out what skills an incident manager needs to be successful in the workplace.

15 incident manager skills for your resume and career

1. Incident Response

Incident response is defined as the process by which a company or organization handles a cyber attack or a data breach. Along with dealing with the initial attack, this also deals with the possible consequences of the breach. The goal of incident response is to limit the damage caused by the attack.

Here's how incident managers use incident response:

Lead efforts to advance the maturity of the security incident response program and increase capabilities related to investigations and forensics.
Provide critical support, incident response, and technical management to internal/external customers.

2. Infrastructure

Infrastructure includes the organizational and physical structures needed to run an area or a society smoothly. It is a group of basic facilities required for any society or firm to run sustainably and efficiently. The infrastructural system is a high investing area and helps majorly in flourishing the economy and prosperity of a country. It is an underlying system needed for ensuring the safety and comfort of the public and to run a country smoothly. All the tasks needed to be performed for a flourishing economy and a happy and healthy public are included in infrastructure.

Here's how incident managers use infrastructure:

Defined processes for managing Critical National Infrastructure confidential organization successfully managing outages that could potentially impact human life.
Spearheaded successful roll out of the information technology infrastructure incident management process for the entire North America region.

3. ITIL

Here's how incident managers use itil:

Reported all customer-impacting events to customers in a timely and professional manner while complying with documented ITIL processes.
Directed engineering teams to facilitate the investigation / resolution of Pearson-based Production Major incidents using ITIL methodologies.

4. Metrics

Metrics are quantitative assessment measures that are commonly used to evaluate, compare, measure, and track results, performance, or production. Business metrics are used to evaluate performance, compare results, monitor and assess the success or failure of various business processes, and track relevant data to improve business outcomes.

Here's how incident managers use metrics:

Audited major service interruption tickets for appropriate prioritization, technical and business domain accuracy, and service level metrics.
Developed the metrics and monitoring for identifying and evaluating the impact and likelihood of incidents.

5. Problem Management

Here's how incident managers use problem management:

Created, maintained and published Problem Management processes through detailed documentation that was validated regularly through a review process.
Practice proactive problem management to prevent incidents, errors and problems through statistical analysis and identification of underlying trends.

6. Service Management

Service Management is a customer-oriented approach to delivering information technology. Service Management focuses on providing a relationship with individual customers and adding value to customer assistance.

Here's how incident managers use service management:

Fine-tuned service management processes that deals with unplanned service interruptions.
Recognized as lead in IT service management implementation project.

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7. Escalation Support

Here's how incident managers use escalation support:

Supplied escalation support, problem diagnosis, and resolution of complex customer system issues.

8. Incident Management

Incident management is a set of processes, practices, and solutions designed to restore a damaged service as quickly as possible in an event that could result in the loss or disruption of an organization's operations, services, or functions. The goal of incident management is to maintain and restore normal service operations as quickly as possible and reduce the negative impact on business operations.

Here's how incident managers use incident management:

Reviewed and provided recommendations on changes to support processes to ensure continuous improvement of the incident management and outage management procedures.
Performed management of incidents by a combination of active monitoring, incident management, and engagement of technical experts when required.

9. Database

A database is a collection of data and information which makes it easy to view, access, and manage. Databases save a lot of time and can store huge amounts of data. Databases make sorting data easier and stores it in certain fields which narrows the searching criteria. A database usually contains tables, graphs, and columns to display data.

Here's how incident managers use database:

Conducted regular audits to validate server information was accurate within MassMutual's Component Database.
Planned and managed population of the configuration management database accessing company assets.

10. Incident Resolution

Here's how incident managers use incident resolution:

Escalated to appropriate domestic and international Exchange Carrier management levels to assist in expediting incident resolution.
Ensured resolution of enterprise-level production outages for rapid incident resolution within Service Level Agreements.

11. Technical Support

Technical support or tech support are the services provided by any hardware or software company to users. They help in solving the technical difficulties the customers face with their products or services. Moreover, the tech support employees maintain, manage, and repair the IT faults. They are also responsible for resolving the network problems, installing and configuring hardware and software.

Here's how incident managers use technical support:

Focused consistently on business/end-users, having worked in both Customer Technical Support and Service Delivery roles.
Key point of escalation for operations/technical support or management during problem recovery activities.

12. Process Improvement

Here's how incident managers use process improvement:

Contributed to business process changes and enhancing remediation process including process improvements operationally.
Monitored processes, developed process improvement activities and provided recommendations to contract management.

13. ITSM

Here's how incident managers use itsm:

Managed ITSM and TFS cases to ensure SLA was met and provide updates twice weekly to customer.
Keep audit of all major incident activities in ITSM tool Remedy.

14. Slas

Here's how incident managers use slas:

Facilitated troubleshooting discussions in response to high severity issues and ensured escalations procedures were followed, guaranteeing SLAs were met.
Monitored and mitigated any SEV 1 or 2 tickets in peril of breaching SLAs due to lack of progress.

15. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how incident managers use continuous improvement:

Participate in root cause analysis meetings, gathering lessons learned and managing and implement continuous improvement processes.
Evaluate data highlighting trends and problem areas driving toward continuous improvement.

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What skills help Incident Managers find jobs?

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What skills stand out on incident manager resumes?

Donald Yeung

Professor and Associate Chair for Undergraduate Education, Affiliate Professor, Computer Science Department, University of Maryland - College Park

A degree at a highly rated engineering school is always a plus. For example, the ECE dept at UMD has a good reputation among local employers as well as employers elsewhere, such as Silicon Valley. Many of our students go to companies in these areas, and so we have a reputation based on the quality of students that go out. I think employers know what they're getting. Beyond the school from which you receive your degree, your GPA is also important. How well you do in the program you come from is important, too, obviously. And employers also know about grade inflation or deflation at different schools, so they can calibrate any student's GPA against what experience they've had with previous students' records. Besides that, employers also look for experience outside of the degree program, so internships, research experiences, any significant project experience, etc., are also a real plus.

What hard/technical skills are most important for incident managers?

Donald Yeung

Professor and Associate Chair for Undergraduate Education, Affiliate Professor, Computer Science Department, University of Maryland - College Park

In terms of hard technical skills, I believe the courses students take along with their GPA in these courses is one level of demonstration. (As I mentioned above, employers know about our program probably down to specific courses, and so if someone gets an A+ in some notoriously challenging course, that's probably known and appreciated). Some employers will give technical interviews and require students to solve problems on their feet. But I think most employers will judge this based on a student's transcript.

What technical skills for an incident manager stand out to employers?

Patrick Atkinson

Professor, Kettering University

Broadly speaking, employers are looking for employees who can jump in, take on a project and move things forward. Since engineers are data-driven, knowing how to read and interpret findings from a variety of sources is key. This can be very challenging if the data conflicts between sources or the data is unclear. Whether the data is from a mathematical model, a physical test laboratory, or from the field, learning how to synthesize the findings and balance the strengths/weaknesses of a given data source are key. At the end of the day, every project needs a way forward and it is the engineer's job to optimize a design to meet the objectives for the product.

Do you want to know more?

List of incident manager skills to add to your resume

The most important skills for an incident manager resume and required skills for an incident manager to have include:

Incident Response
Infrastructure
ITIL
Metrics
Problem Management
Service Management
Escalation Support
Incident Management
Database
Incident Resolution
Technical Support
Process Improvement
ITSM
Slas
Continuous Improvement

Linux
Level Agreements
Critical Incidents
Customer Satisfaction
Remedy
Service Desk
Service Delivery
SQL
RCA
Unix
Business Operations
Restore Service
Management System
Business Stakeholders
Status Updates

Windows Server
Conference Calls
Problem Resolution
Azure
Production Environment
Incident Reports
Technical Issues
NOC
Client Facing
Network Operations
Executive Management
Java
Mainframe
SharePoint

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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