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.
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Incident Manager Duties and Responsibilities
Provide Support to Employees and Customers
Create Incident Reports
Implement Effective Procedures
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
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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 MagazineAn online publication offering articles in the area of incident management, covering IT forensics, data breach incident management and cybersecurity.
ComputerWeekly.comThis 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.
ISACAFormerly known as the Information Systems Audit and Control Association, ISACA was established in 1969 and provides professional networking, webinars, virtual and inperson 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 EditionAn extensive look at preventative measures, security policies and incident responses that would be important for Incident Managers to know.
Incident Management for Operations 1st EditionFrom 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 StepsA 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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