Major Incident Manager

Summary

A major incident manager manages significant outages and crises and reports issues to problem management. At this level, you will work closely with workplace services, infrastructure, applications operators and communication managers. In some departments, you may also be the head of service.

Background

Background Components

Description Background
Has good oral communication skills and takes an analytical approach to problem solving. Is thoroughly familiar with the concepts and practices required to implement effective IT solutions, particularly those employed in own organisation. Prior Knowledge and Skills

Work Activity Components

Title Details
Implementation and controls Ensures implementation of information, and records management policies and standard practice, ensuring that information is protected, available and accessible, and can be retrieved as required. Complies with all relevant information and data security policies and procedures.
Escalation Escalates unresolved incidents, providing an effective interface between users and service providers supplying all necessary diagnostic information.
Recovery, document, close and inform Facilitates recovery, following resolution of incidents. Documents and closes resolved incidents according to agreed procedures.
Incident management procedures Contributes to testing and improving incident management procedures.

Knowledge/Skills

Knowledge/Skills Components

Title Depth Details Type
Analytical Thinking Acquiring a proper understanding of a problem or situation by breaking it down systematically into its component parts and identifying the relationships between these parts. Selecting the appropriate method/tool to resolve the problem and reflecting critically on the result, so that what is learnt is identified and assimilated. Behavioural Skills
Information Acquisition Identifying gaps in the available information required to understand a problem or situation and devising a means of resolving them. Behavioural Skills
Flexibility Taking account of new information or changed circumstances and/or business requirements and modifying response to a problem or situation accordingly. Behavioural Skills
Creativity Taking innovative approaches to problem solving and/or devising inventive and creative solutions. Behavioural Skills
Interacting with People Establishing relationships, contributing to an open culture and maintaining contacts with people from a variety of backgrounds and disciplines. Effective, approachable and sensitive communicator in different communities and cultures. Ability to adapt style and approach to meet the needs of different audiences. Behavioural Skills
Teamwork Working collaboratively with others to achieve a common goal. Behavioural
Application Systems Familiar with Technical or functional understanding of Commercial Off-the-Shelf (COTS) applications and/or other bespoke software deployed within the organisation in order to provide system configuration, audit, technical, and/or functional support. Technical Knowledge and Skills
Networking and Communications Aware of The planning and management of the interaction between two or more networking systems, computers or other intelligent devices. Technical Knowledge and Skills
Operating Systems Familiar with System software that controls activities such as input, output, dynamic resource allocation, and error reporting, within the operation of a computer configuration. Technical Knowledge and Skills
Corporate, Industry and Professional Standards Familiar with Applying standards, practices, codes, and assessment and certification programmes relevant to the IT industry, and the specific organisation or business domain. Technical Knowledge and Skills
Operational/Service Architecture Proficient in Knowledge of the IT/IS infrastructure and the IT applications and service processes used within own organisation, including those associated with sustainability and efficiency. Technical Knowledge and Skills
Access Control Systems Proficient in Any tool or system which provides security access control (i.e. prevents unauthorised access to systems). Technical Knowledge and Skills
Own Organisation’s IT Products and Services Proficient in The IT products and/or services supplied to internal and external customers by own organisation. Technical Knowledge and Skills
BYOD Proficient in The policy of permitting employees to bring personally owned mobile devices (laptops, tablets, smart phones etc) to their workplace, and the implications of using those devices to access privileged company information and applications consistent with safeguarding corporate systems and data taking account of security and confidentiality requirements. Also called bring your own technology (BYOT), bring your own phone (BYOP), and bring your own PC (BYOPC). Technical Knowledge and Skills
Incident Management Tools Proficient in Including interrogation of incident database, creation of parent and child incidents, creation of queries to seek trends and use of known error logs/ databases. Technical Knowledge and Skills
Function or Department Operations Proficient in The activities, structure, and position in the organisation of the functions or departments for which services are provided. Other Knowledge and Skills
Risk Management Proficient in Methods and techniques for the assessment and management of business risk including safety-related risk. Other Knowledge and Skills
Service Level Agreements Familiar with The purpose and composition of a service level agreement (SLA); the relationship between an SLA, an OLA (Operational Level Agreement) and an underpinning contract for the supply of services. Other Knowledge and Skills
Information Assurance Proficient in Information assurance methods, tools and techniques (including the Caldicott Principles) used to protect the integrity, availability, authenticity, non-repudiation and confidentiality of user data and manage the risks related to the use, processing, storage, and transmission of information. Other Knowledge and Skills

Training Activities

Training Components

Title Details
Service Delivery The service delivery processes: the systems, products, services, hardware and software environment.
Stakeholder Relationship Management Negotiation, presentation and engagement skills to adapt and address the needs of different stakeholders to develop and maintain strong stakeholder relationships.
Project Planning and Control Project planning and control methods and techniques including budgeting and financial control.
Software Configuration Installation, configuration and tuning of applications or systems software.
Infrastructure Hardware and System Software Hardware, communication networks and system software that provides the organisation’s IT infrastructure; features of the infrastructure that need to be taken account of in hardware/software installation, with due attention to sustainability impacts e.g. back-up and recovery, virtualisation techniques to optimise efficient energy use of system hardware components, load sharing in communication networks; availability and use of Cloud services.
Data Protection and GDPR Data protection legislation, regulatory framework and compliance, including GDPR (General Data Protection Act).
Network Infrastructure Architecture The frameworks and principles on which networks, systems, equipment and resources are based.
Security Awareness Tools and techniques to help users and employees understand the role they play in helping to combat information security breaches and for IT and security professionals to prevent and mitigate risk.
Techniques for Effective Meetings Understanding the value of meetings as a management tool; formal, informal, online, stand-up and the various types of meeting format and when to use them; supportive meeting technology, and the processes, techniques available to chair or participate, to handle counterproductive behaviour, and to facilitate effective discussion.
Health and Safety Understanding statutory health and safety requirements relating to the working environment and/or the tools and techniques to promote, communicate, implement and maintain a health and safety culture.

PDAs

PDA Components

Title Details
Deputising Standing in for supervisor or manager on a temporary basis during periods of absence.
Job Shadowing and Special Assignments Undertaking temporary periods or secondments in other roles, inside or outside IT, particularly those that offer a new perspective on own function or exposure to other environments and cultures.
Research Assignments Exploring a topic which is not part of own normal responsibilities and presenting findings to colleagues and/or management
Gaining Knowledge of Activities of Employing Organisation Developing an understanding of the potentially diverse range of activities (service, governance, administrative, regulatory, commercial, charitable, industrial, etc.) undertaken by the employing organisation.
Gaining Knowledge of IT Concepts and Techniques Undertaking study, learning and, where possible, practice in IT concepts and techniques external to own function.
Participation in Professional Body Affairs Taking an active part in professional body affairs at branch, specialist group, committee or board level.
Negotiating and Influencing Undertaking learning and practice of negotiating with and influencing others.
Team Leadership Undertaking learning and practice of the skills required to lead teams, including motivation, direction, coaching, delegation, appraisal, counselling and developing others.

Qualifications

Qualification Components

Title Awarding Body
ITIL 4 Specialist Create, Deliver and Support (Managing Professional Module) AXELOS
ITIL 4 Specialist High-velocity IT (Managing Professional Module) AXELOS
Registered IT Technician (RITTech) BCS – The Chartered Institute for IT
FEDIP Senior Practitioner FEDIP

Organisation Skills

Framework » Organisation
Category » Subcategory
Skill Name and Description Level
DDaT » IT Operations Job Family IT Ops – Asset and configuration management

You can conduct life cycle management for assets including hardware, software, intellectual property, licences and warranties. You can manage usage, disposal, compliance, inventory, sustainability, cost optimisation and protection of the asset portfolio. You can help to improve investment decisions and capitalise on opportunities. You can comply with international standards for asset management. You can document information relating to assets including identification, classification and specification of all items, and information related to storage, access and versions. You can apply status accounting and auditing in line with

1 – Awareness

You can track, log and correct information to protect assets and components.

DDaT » IT Operations Job Family IT Ops – Availability and capacity management

You can define, analyse, plan, forecast, measure, maintain and improve all aspects of the availability of services, including power. You can control and manage service availability to meet business needs cost-effectively, including managing the capability, functionality and sustainability of service components (such as hardware, software, network resources, and software or infrastructure as a service).

2 – Working

You can manage service components to ensure they meet business needs and performance targets.

DDaT » IT Operations Job Family IT Ops – Change management

You can manage service changes, configuration items, organisational change, supplier change and associated documentation. You can request changes in response to incidents or problems that provide effective control and reduction of risk to security performance and availability. You can ensure compliance of the business services impacted by the change. You can understand policy, principles and approach. You can apply understanding and knowledge in project or programme activities. You can develop experience in the use of change management tools and processes.

2 – Working

You can analyse and assess impact and develop and document change requests. You can implement changes based on requests for change.

DDaT » IT Operations Job Family IT Ops – Community collaboration

You can contribute to the work of the community, building successful teams through understanding team styles and influencing and motivating team members. You can give and receive constructive feedback, enabling the feedback loop. You can moderate conflict resolution within teams. You can ensure that the team is transparent and that the work is understood externally. You can help teams maintain a focus on delivery while being aware of the importance of professional development.

3 – Practitioner

You can work collaboratively in a group, actively networking with others. You can adapt feedback to ensure it’s effective and lasting. You can use your initiative to identify problems or issues in the team dynamic and rectify them. You can identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses.

DDaT » IT Operations Job Family IT Ops – Continual service improvement

You can identify and explore opportunities for service and business improvement. You can produce analysis and identify, prioritise and implement improvements and efficiencies, ensuring that the organisation derives maximum value from services. You can recognise the potential for automation of processes, determine costs and benefits of new approaches, and manage change or assist implementation where

2 – Working

You can identify process optimisation opportunities with guidance and contribute to the implementation of proposed solutions.

DDaT » IT Operations Job Family IT Ops – Continuity management

You can provide service continuity planning and support. You can identify information and systems that support critical business processes, and assess the risks to their availability, integrity and confidentiality. You can co-ordinate planning, designing, testing and maintenance procedures and contingency plans, to address exposures and maintain agreed levels of continuity.

2 – Working

You can manage the runbooks for service continuity. You can manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event.

DDaT » IT Operations Job Family IT Ops – Incident management

You can co-ordinate the response to incident reports, ensuring relevant prioritisation and detail to allow effective investigation. You can identify the correct procedures or channels for resolution and monitor resolution activity and progress updates for customers. You can understand the relevant change management tools and processes.

3 – Practitioner

You can lead the investigation and resolution of incidents.

DDaT » IT Operations Job Family IT Ops – Ownership and initiative

You can take ownership of problems and proactively resolve technical problems, ensuring that technical solutions continue to meet business requirements. You can take full accountability for the actions taken and decisions made.

3 – Practitioner

You can take accountability for issues that occur and be proactive in searching for potential problems. You can achieve excellent user outcomes.

DDaT » IT Operations Job Family IT Ops – Problem management

You can understand and identify problems, analysing and helping to identify the appropriate solution. You can classify and prioritise problems, document their causes and implement remedies.

2 – Working

You can initiate and monitor actions to investigate patterns and trends to resolve problems. You can effectively consult specialists where required. You can determine the appropriate remedy and assist with its implementation.

You can determine preventative measures.

DDaT » IT Operations Job Family IT Ops – Service focus

You can maintain focus on the whole life of service delivery (designing, developing, delivering and operating). You can ensure that a set of IT products, suppliers and vendors come together to deliver an IT service.

3 – Practitioner

You can see the bigger picture by taking groups of services and investigating how to get the best of underlying services.

DDaT » IT Operations Job Family IT Ops – Service management framework knowledge

You can show an in-depth understanding of service management framework principles and processes. You can apply the technical knowledge in project or programme activities.

1 – Awareness

You have a Level 3 service management framework qualification.

DDaT » IT Operations Job Family IT Ops – Technical understanding

You can demonstrate knowledge of the specific technologies necessary to fulfil the responsibilities and tasks of the role. You can apply the required breadth and depth of technical knowledge. You can actively keep informed of industry developments to make cost-effective use of new and emerging tools and technologies.

2 – Working

You can understand the core technical concepts related to the role and apply them with guidance.

DDaT » IT Operations Job Family IT Ops – User focus

You can understand users and identify who they are and what their needs are, based on evidence. You can translate user stories and propose design approaches or services to meet these needs. You can engage in meaningful interactions and relationships with users. You can show that you put users first and can manage competing priorities.

3 – Practitioner

You can collaborate with user researchers and can represent users internally. You can explain the difference between user needs and the desires of the user. You can champion user research to focus on all users. You can prioritise and define approaches to understand the user story, guiding others in doing so. You can offer recommendations on the best tools and methods to use.

This job role profile was created in collaboration with BCS, using Role Model Plus. BCS is the professional body that has the responsibility of updating this job family.

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