Incident manager

Find out what an incident manager in government does and the skills you need to do the job at each level.

Published 7 January 2020

Contents

— What an incident manager does
— Incident manager role levels

— 1. Incident manager
— 2. Major incident manager

— Roles that share incident manager skills

What an incident manager does

Incident managers aim to restore normal service operation as quickly as possible and minimise any adverse effects on business operations. This ensures that the best possible levels of service quality and availability are returned and maintained.

Incident manager role levels

There are 2 incident manager role levels, from incident manager to major incident manager.

The typical responsibilities and skills for each role level are described in the sections below. You can use this to identify the skills you need to progress in your career, or simply to learn more about each role in the Government Digital and Data profession.

1. Incident manager

An incident manager oversees incidents and restores normal operations as quickly as possible, with the least impact on the business or the user.

At this role level, you will:

work on-site, maintaining the hardware and fixing technical problems as quickly as possible
provide first-time resolution by troubleshooting and diagnosing or escalating faults (or both) to the major incident managers and problem managers to investigate and resolve
coach apprentices and share knowledge with team colleagues

Your responsibilities may, in some departments, mirror those of an end user computing engineer.

This role level is often performed at the Civil Service job grade of:

EO (Executive Officer)
HEO (Higher Executive Officer)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Availability and capacity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of availability and capacity management processes
Change management Level: awareness Awareness is the first of 4 ascending skill levels	You can: implement changes based on requests for change apply change control procedures
Community collaboration Level: working Working is the second of 4 ascending skill levels	You can: contribute to the work of others motivate and empower teams create the right environment for teams to work in, and can identify the best team makeup depending on the situation recognise and deal with issues
Continual service improvement Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of developing process efficiency and common ways in which processes are optimised support specific activities to improve development processes spot or identify obvious deficiencies
Continuity management Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the IT standard continuity management processes and procedures
Incident management Level: working Working is the second of 4 ascending skill levels	You can: diagnose and prioritise incidents, investigate their causes and find resolutions
Ownership and initiative Level: working Working is the second of 4 ascending skill levels	You can: own an issue until a new owner has been found or the problem has been mitigated or resolved
Problem management Level: working Working is the second of 4 ascending skill levels	You can: initiate and monitor actions to investigate patterns and trends to resolve problems effectively consult specialists where required determine the appropriate remedy and assist with its implementation determine preventative measures
Service focus Level: working Working is the second of 4 ascending skill levels	You can: take inputs and establish coherent frameworks that work
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification
Technical understanding Level: awareness Awareness is the first of 4 ascending skill levels	You can: show an awareness of the relevant subject matter and a high level understanding of what it involves
User focus Level: working Working is the second of 4 ascending skill levels	You can: identify and engage with users or stakeholders to collate user needs evidence understand and define research that fits user needs use quantitative and qualitative data about users to turn user focus into outcomes

You can:

track, log and correct information to protect assets and components

You can:

show an awareness of availability and capacity management processes

You can:

implement changes based on requests for change
apply change control procedures

You can:

contribute to the work of others
motivate and empower teams
create the right environment for teams to work in, and can identify the best team makeup depending on the situation
recognise and deal with issues

You can:

show an awareness of developing process efficiency and common ways in which processes are optimised
support specific activities to improve development processes
spot or identify obvious deficiencies

You can:

show an awareness of the IT standard continuity management processes and procedures

You can:

diagnose and prioritise incidents, investigate their causes and find resolutions

You can:

own an issue until a new owner has been found or the problem has been mitigated or resolved

You can:

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

You can:

take inputs and establish coherent frameworks that work

You can:

You have a Level 3 service management framework qualification

You can:

show an awareness of the relevant subject matter and a high level understanding of what it involves

You can:

identify and engage with users or stakeholders to collate user needs evidence
understand and define research that fits user needs
use quantitative and qualitative data about users to turn user focus into outcomes

2. Major incident manager

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.

This role level is often performed at the Civil Service job grade of:

SEO (Senior Executive Officer)
G7 (Grade 7)

Skill	Description
Asset and configuration management Level: awareness Awareness is the first of 4 ascending skill levels	You can: track, log and correct information to protect assets and components
Availability and capacity management Level: working Working is the second of 4 ascending skill levels	You can: manage service components to ensure they meet business needs and performance targets
Change management Level: working Working is the second of 4 ascending skill levels	You can: analyse and assess impact, and develop and document change requests implement changes based on requests for change
Community collaboration Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: work collaboratively in a group, actively networking with others adapt feedback to ensure it’s effective and lasting use your initiative to identify problems or issues in the team dynamic and rectify them identify issues through Agile ‘health checks’ with the team, and help to stimulate the right responses
Continual service improvement Level: working Working is the second of 4 ascending skill levels	You can: identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions
Continuity management Level: working Working is the second of 4 ascending skill levels	You can: manage the runbooks for service continuity manage the processes around service continuity and test the runbooks to ensure that service availability can be maintained in any event
Incident management Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: lead the investigation and resolution of incidents
Ownership and initiative Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: take accountability for issues that occur and be proactive in searching for potential problems achieve excellent user outcomes
Problem management Level: working Working is the second of 4 ascending skill levels	You can: initiate and monitor actions to investigate patterns and trends to resolve problems effectively consult specialists where required determine the appropriate remedy and assist with its implementation determine preventative measures
Service focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: see the bigger picture by taking groups of services and investigating how to get the best of underlying services
Service management framework knowledge Level: awareness Awareness is the first of 4 ascending skill levels	You can: You have a Level 3 service management framework qualification
Technical understanding Level: working Working is the second of 4 ascending skill levels	You can: understand the core technical concepts related to the role, and apply them with guidance
User focus Level: practitioner Practitioner is the third of 4 ascending skill levels	You can: collaborate with user researchers and can represent users internally explain the difference between user needs and the desires of the user champion user research to focus on all users prioritise and define approaches to understand the user story, guiding others in doing so offer recommendations on the best tools and methods to use

You can:

track, log and correct information to protect assets and components

You can:

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

You can:

analyse and assess impact, and develop and document change requests
implement changes based on requests for change

You can:

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

You can:

identify process optimisation opportunities with guidance, and contribute to the implementation of proposed solutions

You can:

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

You can:

lead the investigation and resolution of incidents

You can:

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

You can:

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

You can:

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

You can:

You have a Level 3 service management framework qualification

You can:

understand the core technical concepts related to the role, and apply them with guidance

You can:

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

Role	Shared skills
Change and release manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Command and control centre manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Problem manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Service transition manager	Asset and configuration management Availability and capacity management Change management Community collaboration Continual service improvement Continuity management Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus
Application operations engineer	Asset and configuration management Availability and capacity management Change management Continual service improvement Incident management Ownership and initiative Problem management Service focus Service management framework knowledge Technical understanding User focus

Incident manager

What an incident manager does

Incident manager role levels

1. Incident manager

2. Major incident manager

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Incident manager

What an incident manager does

Incident manager role levels

1. Incident manager

2. Major incident manager

Roles that share incident manager skills

Is this page useful?

Thank you for your feedback