Incident manager
Incident managers restore normal service as quickly as possible when something goes wrong, and keep the effect on users as small as possible. They coordinate technical teams and suppliers, keep users and leaders informed, and make sure incidents are recorded and passed to problem management. In health care, incidents can directly affect patient care, so incident managers work closely with clinical and operational leaders.
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- UK GDaD PCF role
- Incident manager (IT operations)
- ESCO occupations
- ICT operations manager (ISCO-08 1330)
- On GitHub
- Role document · Role data
Levels
| Band | Role level | UK GDaD PCF level | Civil Service grades | Job evaluation points |
|---|---|---|---|---|
| 5 | Incident manager | Incident manager | EO/HEO | 370 |
| 7 | Major incident manager | Major incident manager | SEO/G7 | 496 |
In a digital health care organization
- An outage of a clinical system can delay treatment, so incidents are prioritized by clinical impact, and clinical leads may need to start downtime procedures.
- Major incidents can happen at any time, so incident managers take part in on-call rotas and may be called out at night or at weekends.
- A cyber attack, such as ransomware, can become a major incident that affects the whole organization and lasts for days or weeks.
- Major IT incidents may need to link with the organization's emergency preparedness and business continuity arrangements.
- Incidents that may have harmed patients are also reported through the clinical incident process and reviewed with clinical safety.
UK GDaD PCF role description
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.
ESCO occupations and skills
ESCO lists the skills and knowledge that employers usually need (essential) or may need (optional) for each occupation. Use them as a checklist for development conversations.
ICT operations manager
ICT operations managers coordinate ICT services and infrastructure ensuring that the organisation has the required infrastructural resources. They also plan and monitor stages of either a business process or a computer process, negotiate contracts and take mitigation action in case of non-fulfilment of agreements. They oversee the day-to-day tasks involving infrastructure components, ICT systems and software.
Essential skills and knowledge (18)
Skills and competences
- attend to ICT systems quality
- define technology strategy
- design process
- develop ICT workflow
- improve business processes
- maintain relationship with suppliers
- manage budgets
- manage changes in ICT system
- manage staff
- oversee quality control
- perform project management
- track key performance indicators
- train employees
- use ICT ticketing system
- use different communication channels
Knowledge
Optional skills and knowledge (23)
Skills and competences
- apply organisational techniques
- comply with legal regulations
- coordinate technological activities
- develop information standards
- implement ICT risk management
- implement ICT security policies
- implement a virtual private network
- manage contracts
- perform procurement processes
- provide cost benefit analysis reports
- recruit employees
Knowledge
Contains ESCO v1.2.1 data (https://esco.ec.europa.eu/). © European Union. Reuse authorised under Commission Decision 2011/833/EU.