Create an account Home  ·  Topics  ·  Downloads  ·  Your Account  ·  Submit News  ·  Top 10  
· Home
· Content
· Feedback
· News
· Search
· Statistics
· Surveys
· Top
· Topics
· Web Links
· Your_Account


The five ITIL books can be obtained directly from the publisher's website:

Or as downloadable PDFs: HERE

Current Membership

Latest: Cecile36
New Today: 20
New Yesterday: 34
Overall: 231558

People Online:
Visitors: 137
Members: 0
Total: 137



Don't have an account yet? You can create one. As a registered user you have some advantages like theme manager, comments configuration and post comments with your name.

Related Resources

Service related resources
Service Level Agreement

How to set up
IT Change Management
Process Info-Graphic

NOTE: ® ITIL is a registered trademark of OGC. This portal is totally independent and is in no way related to them. See our Feedback Page for more information.


Select Interface Language:

Please contact us via the feedback page to discuss advertising rates.

The Itil Community Forum: Forums

ITIL :: View topic - ITIL Incident Manager
 Forum FAQForum FAQ   SearchSearch   UsergroupsUsergroups   ProfileProfile   Log in to check your private messagesLog in to check your private messages   Log inLog in 

ITIL Incident Manager

Post new topic   Reply to topic    ITIL Forum Index -> ITIL Jobs
View previous topic :: View next topic  
Author Message

Joined: May 11, 2009
Posts: 3

PostPosted: Wed Sep 30, 2009 7:27 am    Post subject: ITIL Incident Manager Reply with quote

The ITIL Incident Manager is responsible for all aspects of the Incident Management process for our Integrated Infrastructure Management 3.0 (IIM3.0) IT Service Management clients. Will interface with all functional areas as well as the Major Incident Coordinators, Problem, Change and Configuration Managers. Will report directly to the ITIL Service Operations Manager.

The Incident Manager working with the Service Operation Manager ensures adherence to the Incident policies, processes, procedures and work instructions. This position will ensure that compliance regulations and Service Levels are met and working with the Change and Release Managers ensures that the production IT environment is protected from improper or risky changes and releases. This includes ensuring that our clients’ Configuration items and relationships are fully documented in the Configuration Management System.

The Incident Manager working with the Service Operations and Service Transition Managers ensures that process, people and technology integration between all the IT Service Management (ITSM) processes is sound and delivered to our clients.

The scope of Incident Management and client Configuration Items in scope for this position includes all supported client assets and supplementary information to support applications and infrastructure.

Major/Essential Responsibilities
Interact with Service Operation, Service Transition Managers, Program Manager and client management to ensure compliance and execution of all ITSM processes
Direct the Manage the Major Incident Coordinators and Major Incident Coordination process, SLA oversight, adherence and reporting
Identify, plan and execute areas for Service Improvement
Ensure consistent execution of Incident Management policies, processes, procedures and Work Instructions
Review and perform analysis of organization’s Incident procedures and policies for accuracy, completeness, and adherence to global standards.
Recommend and implement process improvements.
Create, document track and maintain Incident Management service and process improvement plans with corrective action requirements and activities

- Education
Bachelors degree preferred or equivalent experience
ITIL v3 Foundation and Practitioner (Incident) certification a must

- Experience / Skills
2-5 years of experience managing ITIL processes in Incident Management
5 years of experience in working across and in an ITSM organization
5+ years managing in a Data Center/application hosting environment
Very strong written and verbal communication skills
Ability to work in a virtual team environment across time zones
Ability to pull and analyze data for driving continuous operational improvement
Able to travel if required
Good knowledge of general IT concepts (applications, servers, networks, databases)

Send resumes to
Back to top
View user's profile
Senior Itiler

Joined: May 14, 2009
Posts: 128

PostPosted: Wed Sep 30, 2009 5:17 pm    Post subject: Reply with quote

I'm not personally interested, but:

What location?
What salary range?
Back to top
View user's profile
Senior Itiler

Joined: Oct 26, 2007
Posts: 295
Location: Calgary, Canada

PostPosted: Sat Oct 03, 2009 4:49 am    Post subject: Reply with quote

No kidding... location would definitely be helpful.
Back to top
View user's profile
Senior Itiler

Joined: Jul 13, 2006
Posts: 53

PostPosted: Tue Oct 06, 2009 3:40 pm    Post subject: Reply with quote

I have a reference for the said profile. Can you please specify the location of the job?
Back to top
View user's profile Send e-mail
Display posts from previous:   
Post new topic   Reply to topic    ITIL Forum Index -> ITIL Jobs All times are GMT + 10 Hours
Page 1 of 1

Jump to:  
You cannot post new topics in this forum
You cannot reply to topics in this forum
You cannot edit your posts in this forum
You cannot delete your posts in this forum
You cannot vote in polls in this forum

Powered by phpBB 2.0.8 © 2001 phpBB Group
phpBB port v2.1 based on Tom Nitzschner's phpbb2.0.6 upgraded to phpBB 2.0.4 standalone was developed and tested by:
ArtificialIntel, ChatServ, mikem,
sixonetonoffun and Paul Laudanski (aka Zhen-Xjell).

Version 2.1 by Nuke Cops © 2003

Forums ©


Logos/trademarks property of respective owner. Comments property of poster. Rest © 2004 Itil Community for Service Management & Foundation Certification. SV
Site source copyright (c)2003, and is Free Software under the GNU / GPL licence. All Rights Are Reserved.