Incident Manager Resume Sample

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Rebecca Lowell

Incident Manager

Major incidents driven to resolution, calmly

[email protected]
+44 113 555 0545
linkedin.com/in/rebecca-lowell-incident

IT incident manager with eight years owning major-incident response for a Leeds managed-service provider. Leads the response to high-severity outages end to end — coordinating technical teams, communicating with stakeholders, and driving to restoration as fast as safely possible. Cut mean-time-to-resolution on major incidents by tightening the process and the bridge-call discipline. Runs post-incident reviews that turn outages into genuine problem fixes, manages the on-call and escalation framework, and reports to ITIL standards. Calm and decisive on a P1 bridge at 3am, and clear with anxious stakeholders. Looking for an incident-management, major-incident or service-management role with an organisation that takes resilience seriously.

Work Experience

Northern Managed Services - Leeds, UK

Incident Manager April 2018 to Present 8 years & 3 months

Own the end-to-end response to high-severity P1 and P2 outages right across many client environments.
Cut mean-time-to-resolution on major incidents by tightening the response process and the bridge-call discipline.
Coordinate the technical teams on the incident bridge, driving toward restoration as fast as is safely possible.
Communicate clearly with stakeholders and clients all the way through an incident and its resolution.
Run post-incident reviews that turn outages into genuine root-cause problem fixes, not just restarts.
Manage the on-call and escalation framework and report the incident metrics to full ITIL standards.

Yorkshire IT Solutions - Leeds, UK

Service Desk Team Lead August 2014 to March 2018 3 years & 8 months

Led a busy service-desk team handling incidents and requests across client accounts.
Managed escalations and coordinated the higher-severity incident response across teams.
Built the process discipline and the clear-communication skills behind incident management.
Handled customer communications and the bridge coordination during major service outages.
Gained the ITIL certifications and moved up into a dedicated incident-manager role.

Leeds IT Support - Leeds, UK

Service Desk Analyst June 2012 to July 2014 2 years & 2 months

Handled first and second-line incidents and requests on a busy service desk.
Logged, triaged and escalated tickets and kept the customers updated throughout.
Learned the ITIL incident process, prioritisation and clear, calm customer communication.
Built the grounding that led into a service-desk team-lead role of her own.
Education

University of Leeds

BSc in Information Technology (September 2011 to June 2014)

IT degree covering systems, networks and service management, with a placement year. The placement led into IT operations and then incident management. Built the technical grounding to lead incident response credibly.

AXELOS / PeopleCert

ITIL Intermediate & Major Incident Management Certification (January 2017 to August 2017)

ITIL intermediate plus major-incident-management certification covering process, roles, escalation and stakeholder communication. It formalised the incident framework run day to day. Maintained through ongoing professional development and practice.
Highlights

Faster major-incident recovery

Cut mean-time-to-resolution on major incidents by tightening the response process and bridge-call discipline. Faster, calmer recovery directly reduced both downtime and client impact.

Outages into fixes

Runs post-incident reviews that convert outages into genuine root-cause problem fixes. Stopping the same incident recurring is where the real value of the role lies.
Key Initiatives

Major-Incident Process Build

Incident Manager (January 2019 to September 2019)

Designed the major-incident management process from scratch — roles, bridge protocol and comms templates — so high-severity outages were handled the same way every time.

On-Call & Escalation Framework

Incident Manager (February 2020 to July 2020)

Set up the on-call rota and escalation framework across teams, so the right people were reached fast and nothing stalled waiting for an owner during an outage.
Certifications

ITIL & Major Incident Management

AXELOS / PeopleCert (August 2017 to Present)

ITIL intermediate plus major-incident-management certification covering process, roles and communication. It formalised the incident framework run day to day, maintained through ongoing professional development.

Problem Management & Root-Cause Analysis

AXELOS / PeopleCert (April 2019 to Present)

Certification in problem management and root-cause analysis techniques. It supports the post-incident reviews that turn outages into permanent fixes rather than repeat incidents.
Technical Skills
  • Major Incident Management
  • Incident Bridge Coordination
  • Stakeholder Communication
  • Post-Incident Reviews
  • ITIL Processes
  • Escalation Management
  • Problem Management
  • On-Call Frameworks
  • Incident Reporting
  • Service Management Tools
Langauges

English (UK)

Native or Bilingual Proficiency

French

Limited Working Proficiency
Personal Info

Location

Leeds, UK

Nationality

British

Gender

Female

Notice Period

1 month

Date of Birth

1991-05-12
Personal Skills

Composure

Decisiveness

Communication

Leadership

Reliability

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