What is an Incident Manager? 

Working in the area of information technology, an Incident Manager is essentially responsible for the upkeep and smooth operations of IT systems. They oversee all aspects of the incident management process, from evaluation to resolution. An Incident Manager records all issues and helps to design ways to prevent similar problems in the future. He or she will manage technical support teams, create procedures to deal with problems and develop solutions.

Incident Managers are employed in IT departments across all industries. According to the Bureau of Labor Statistics, employment growth for computer and information systems managers, including Incident Managers, will be 15 percent through 2024. Continued upgrades to newer computer systems and increased reliability on the operation of systems by all industries are major reasons for this expected growth.

 

Incident Manager Duties and Responsibilities 

Incident Managers must be able to handle various tasks in order to successfully meet all of the demands of this job. According to several job listings and other resources that we looked at, the following are core Incident Manager duties and responsibilities.

Provide Support to Employees and Customers

Incident Managers ensure that both employees and customers using the technical products of companies receive technical support. They build technical teams and oversee responses to technical issues regarding software applications and systems.

Create Incident Reports

Keeping a log of incidents is an important task of Incident Managers. This not only helps them to keep track of any issues and ensures resolution, but also assists them in examining incidents and establishing processes to help prevent or minimize similar problems from arising.

Implement Effective Procedures

An Incident Manger will develop procedures and policies by which technical support teams will operate. These processes will be applied to help in such areas as service failures and cyber security threats. They will also train IT support workers.

 

Incident Manager Skills

In order to successfully complete all tasks, an Incident Manager needs to possess strong problem solving, analytical and time management skills. They should also be able to apply organizational, critical thinking and oral and written communication skills. An Incident Manager will be a effective team player and leader who can work independently when necessary. Paying attention to detail and handling crisis situations are also important traits for Incident Managers. In addition to these abilities, potential employers might seek Incident Managers with the following skills.

Core skills: Based on job listings and other sources we analyzed, employers want Incident Managers with these core skills. If you want to work in this position, focus on the following.

  • Solving complex problems with information technology software and hardware
  • Maintaining incident logs and processing incident reports for review with upper management
  • Providing training for technical support teams
  • Developing procedural manuals for various IT issues

Advanced skills: While most employers did not require the following skills, multiple job listings included them as preferred. Add these to your Incident Manager toolbox and broaden your career options.

  • Ability to handle and perform in stressful situations
  • Proficiency in Microsoft applications such as Word, PowerPoint and Excel

 

Guest Relation Officer Salary

The BLS states that the median annual salary for computer and information systems managers such as Incident Managers is $131,600. Managers at the lower end of the this pay range earn $80,160, while those at the top 10 percent are paid a median yearly wage of $166,160. Those employed in Virginia earn the highest mean wage at $159,200, followed by the District of Columbia at $152,500. Other top-paying states include Massachusetts ($145,550) and Connecticut ($138,050).

 

Incident Manager Resources

Use the resources we have assembled to find out more details about being an Incident Manager. Below, you will find links to professional organizations, books and more.

On the Web 

Infosecurity Group Magazine  –  An online publication offering articles in the area of incident management, covering IT forensics, data breach incident management and cybersecurity.

ComputerWeekly.com  –  This online magazine offers a “Data breach incident management and recovery” section providing articles, opinions and blogs focusing on trends and cybersecurity practices of interest to Incident Managers.

Industry Groups 

Information Systems Security Association (ISSA) – Offering forums, publications and conferences, ISSA provides detailed information and support to various professionals in the IT field, including Incident Managers.

ISACA – Formerly known as the Information Systems Audit and Control Association, ISACA was established in 1969 and provides professional networking, webinars, virtual and in-person conferences and training opportunities for IT professionals. It includes a forum and articles for those working in incident management and response.

Books 

Critical Incident Management  1st Edition –  An extensive look at preventative measures, security policies and incident responses that would be important for Incident Managers to know.

Incident Management for Operations 1st Edition  –  From applying incident management systems to assessing risks, this book examines the roles and duties of Incident Managers.

Incident Management for I.T. Departments…in 10 Easy Steps – A short but comprehensive look at incident responses, communication plans, incident detection and other important factors that go into handling Incident Manager responsibilities.

 

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