Top incident manager sections that make the best resume
- Header
- Professional summary
- Experience (with numbers and results)
- Relevant skills
- Education
- Certifications
How to Write the Perfect Incident Manager Resume Experience Section
Incident manager experience section: checklist
- List your positions in chronological or reverse-chronological order;
- Go for 4-6 bullet points;
- Add only relevant work experience;
- Include information about the challenges you’ve faced, the actions you’ve taken, and the results you’ve achieved;
- Use action verbs instead of filler words.
We’ve selected some of the top Incident Manager resumes made using the Enhancv platform to illustrate what a great experience section looks like. Use them as inspiration when building your own resume:
- Incident Driver - Drive & Facilitate task forces for business critical and priority 1 incidents
- Automating aftercare process to decease time spent on reporting for the incident Management team.
- Created a Task Force document that is used in PowerApps that have several key features such as: Automated time line of the incident f
- A global IT services company that leads digital transformations for clients by managing and modernizing mission
- criticalsystems, integrating them with new digital solutions to produce better business outcomes.
- As a High Priority Incident Manager, i was responsible for the fast restoration of all contractually agreed high priority Incidentsand to provide effective communication and coordination between the DXC technical teams, DXC Delivery Management and Customer Management. My primary focus was to drive restoration of high priority Incidents that have direct impact on the client's business; to lead and ensure ownership, communication and progress to completion. UK&I Solution Support Resource Specialist; Reporting Manager SVLM & Reporting Team; Program Management Officer; Executive assistant
- Handling high impact issues and engage in the leadership and management of the resolution. Creation and release of status communications to Cisco and Customer Management.
In-depth Analysis and Evaluation of complex incidents after their resolution, close cooperation and handling of Problem Management; - Engagement and guidance of Change Management in order to mitigate high impact incidents, alignment and follow up for all lower priority situations;
- Management of incidents/customer, in order to maintain the highest level of availability/satisfaction;
- Co-operate with engineers, within and without the Cisco team, in order to provide and communicate resolutions/workarounds to customers;
- Responsible/accountable for evaluating and on boarding new projects. This may include but is not limited to resource scoping, contractual obligations draft, customer facing meeting and agreement upon processes, SME for Event, Incident, Problem and Change Management;
- Perform routine work and engage in new assignments -
Engage in ad hoc analysis within assigned tasks; - Focal point of guidance and leadership within the Cisco team;
- Close relationship with the Operatios Manager/Service Delivery Manager to better understand the customer needs and the way we are delivering them and how we can improve;
- Responsible for the creation and automation of the Weekly Reports to be delivered to the customers and Management;
- Responsible/accountable for evaluating and on boarding new projects. This may include but is not limited to resource scoping, contractual obligations draft, customer facing meeting and agreement upon processes, SME for Event, Incident, Problem and Change Management.
- Creation and CSI of processes and the necessary documentation for the interlock between the ITIL competencies and different organizations;
- Engagement with Peers and Management to present and align with Service and Business requirements;
- To run the Priority 1 / Priority 2 process effectively, leading the Technical Teams/Support Groups through troubleshooting and customer communications;
- To ensure that activities within a process are being performed at a high level of quality and that it meets its associated Service Level Agreements (SLAs) or Operational Level Agreements (OLAs);
- To be responsible for assigning Priority 1 / Priority 2 Incidents;
- To ensure that Incidents assigned to their Support Groups are resolved and that service is restored;
- To ensure that all IT teams (internal and external) follow the Incident Management process for every incident;
- To monitor the Incidents and manage workload in their respective queues to ensure that Service Level Agreement (SLA) and Operational Level Agreement (OLA) are respected;
- To crate Knowledge with repeatable procedures with a goal of reducing the number of Incidents;
- To monitor the progress of Incidents and Requests within other IT funions to ensure SLAs are being met and services are being restored.
- Major Incident Manager for client H3G 3UK Telecom
- Communication, notification and escalation to senior leadership as part of Incident Recovery process
- Ensure proper and timely escalation procedures to support teams and management
- Incident Manager for Banking Applications & IT Services and Interface for Business for System recovery activities
- Coordinated with L1, L2 and Product support for all in-house applications and OEM products during Incident Recovery
- Coordinated with Network, ATM and other service related vendors as part of Incident Recovery
- Supported major revenue generating Business units to ensure availability of Revenue related systems
- Major Incident process owner for foreign Customer,
- coordination of Major Incident processes between internal Technical Teams, Vendors and Customer,
- responsible to leading technical bridges,
- accountable to get approval for needed emergency changes,
- responsible for escalation process during Major Incidents,
- cooperation with Problem Management during creation of the Root Cause Analyze records,
- reporting creation.
- leading the incident team and taking full responsibility for covered service to customer,
- coordination of all priority incidents, events and service requests according to ITIL processes,
- responsibility for keeping SLA time on agreed level,
- leading conference calls with engineers,
- leading the calibration meetings,
- reporting creation.
- Outperformed at early stage within the role and after 1 month capable of helping co-workers and passing knowledge to the rest of the team resulting in an increase of account and customer satisfaction
- Mentored 7 New Major Incident Managers
- Awarded for going beyond contractual obligation, cultivating a positive vision of Poland GDC as a reference of service management operations
- Provided high quality Incident Management with cost saving results recognized by the Account Team
- Coordinated daily operations within Major Incident Team and directed all parties to ensure work was completed according to plan and finished on time
- Simplified initial process of business impact assessment for Major Incident Team
- Acted as backup contact Service Delivery Manager for Major Incident Management
- Driving an incident to resolution through support engagement utilizing paging system.
- Documenting key actions and events during the conference call.
- Sent notification to senior leadership of current status and impact.
- Ensure proper escalation procedures are followed and correct support teams are engaged.
- Facilitating peer to peer conference calls between resolver teams on non-significant incidents and escalating if impact increases.
- Coordination of incidents reported by customers and users: - coordination of resolving parties and engagement of technical teams, - leading incidents to fast resolution, - owner of the escalation process, - owner of the major incident management process, - managing Emergency incidents with high business impact, - continuous contact with customer's business representatives, end users and 3rd party vendors.
- Reporting: - preparing reports related to statistical data for incidents, - post incident review, - quality analysis, - tracking and reporting the life path of ongoing incidents.
- Change and Problem management: - work closely with respective change and problem management teams on organization of changes with the focus on high availability and quick maintainability of services, - coordination of change related incidents ensuring the fast restoration, - collaboration with problem managers in order to determine the proper root cause analysis. Providing service in 24/7 system in cooperation with international teams and customers.
- Ensure adherence to Incident, Problem, and Change (IPC) Management process & governance
- Manage ownership of all active issues that impact the business, primarily focusing on all Severity 1’s and 2’s
- Work a rotating on call support schedule for a 7x24x365 production environment
- Analyze trends for all incidents, problems, and changes and provide recommendations to the management team on actions to improve efficiency and cost savings opportunities
- Implement several rapid recovery procedures to greatly improve service availability
- Promote out-of-the-box mindset by introducing new technologies that can save the company money, such as self-healing/automation software, and trending/analytics monitoring
- Entrusted to champion major initiatives; Most recently to move notifications environment from Lotus Notes platform to modern web based tools
- Introduced forward-thinking event management and monitoring processes to our business partners which enables them to reduce number of major incidents, as well as improve service availability
- Escalation point for the Technical Service Centre, Level 2 and above
- Dedicated Incident Manager for top international wholesale telecom provider, achieving KPIs improvement (-68% MTTR Jan-May 2017/18)
- Developing tools for the team, in charge of Internal Reporting, information storage and SharePoint site maintenance
- Dedicated Incident Manager since 2019 for the customer responsible of the highest revenue in Colt, achieving NPS 9.6 out of 10
- Improving MTTR of customer by 13.5% during my first year in the role
- Escalation point for the Technical Service Center, Level 2 and above
- Developing tools for the team, in charge of Internal Reporting, information storage and SharePoint site maintenance
- Developed highly effective incident response team and trained extensively in preparation for possible events.
- Developed remediation plans for potential incidents ahead of time and made appropriate changes during emergencies.
- Handled high priority incidents with exceptional poise and composure, making quick decisions in effort to reduce overallimpact.
- Gathered data from incidents that had been remedied for careful review and analysis to prevent future events.
- Assessed incident priority based upon impact to business and escalated issues as necessary.
PRO TIP
Make sure to relate your experience to your job description, but never lie. That’s not tolerated and will show up in the face-to-face interview later on.
Action verbs for your incident manager resume
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Incident manager resume: How to write a strong skills section
The ultimate incident manager skills section checklist:
- Balance between all kinds of hard skills – technical, analytical, etc.
- When it comes to technical skills, match them to the job description;
- Add keywords present in the job advert to pass ATS;
- Don’t forget to list transferable skills such as communication, teamwork, work ethic, and presentation skills.
Top skills for your incident manager resume
Jira
Project Management
MS Office
CRM
Negotiation
Strategic Planning
Communication
Attentions to details
Creativity
Empathy
Problem Solving
Listening
PRO TIP
Don’t feel obliged to spend a separate section for your soft skills - you can weave them throughout your job experience or career summary. But, don’t just write empty words - back them with examples.
Incident manager resume header: tips, red flags, and best practices
Checklist for your incident manager resume header
- Your name and surname in a legible and larger resume font
- The job title you’re applying for or your current job title as a subheading to your name
- Link to your portfolio or online profile, such as LinkedIn
- Address (City and State for the US; just your city for rest of the world)
- Email address
- Headshot (required or welcomed in the EU; not required and sometimes frowned upon in the US)
Stick to popular email providers such as Gmail or Outlook. And use these professional formats to create your username:
- first.last@gmail.com
- last.first@gmail.com
- firstlast@gmail.com
- f.last@gmail.com
- first.l@gmail.com
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PRO TIP
Some companies, states, and countries have non-discrimination policies about what kind of information can be included on your Incident Manager resume. This might include a photo (which is often included in a resume header and might be on personal web pages you link to). You can always email the company’s HR department to ask about their policies before you apply.
Incident manager resume summary: things to include and things to avoid
Job-winning incident manager resume summary checklist:
- Mention your total years of experience in the field;
- Highlight one or two of your top achievements;
- Avoid getting into too much detail – you’ll do that in the experience section;
- Focus on short sentences that are easy to read and add value to your application.
Resume summary formula:
PRO TIP
Your summary should act as an elevator speech, briefly promoting how you will benefit the employer if hired. Pitch your strengths in the summary and expand on them in your Incident Manager experience section. Give examples like how your work benefited each employer.
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Highlighting education, courses, and certifications in your incident manager resume
Education section checklist:
- What? Where? What’s the result? Answer these questions when mentioning education and courses on your resume;
- Give preference to courses and degrees that are relevant to the job position;
- Be honest! Some recruiters love checking with colleges and universities to see if you’ve really been enrolled in them;
- Share more about certifications that have helped you turn into a professional, and mention the bodies that have issued them.
Top certifications for your incident manager resume
The Project Management Course: Beginner to PROject Manager
The Complete Course for becoming a Successful Project Manager
Management Skills: New Manager Training Update 2022
Management Skills Certification in Developing People, Leading Teams & Process Improvement in the New Hybrid Work Culture
New Manager: The Basics and More of Being a Great Leader
Go from a slightly uncertain, confused newbie to a confident, skilled manager who builds and leads effective teams.
Project Management Fundamentals: Run projects effectively
Learn how to effectively analyze, plan, execute, and manage projects that consistently accomplish company objectives
Management Skills - Team Leadership Skills Masterclass 2022
Leadership & Management Skills - Change Management- Lean BPM Management Skills - Team Management - Team Building
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PRO TIP
If you hold a certain major and a minor, your majors should be mentioned first.
Incident manager resume format 101
If a couple of years ago Incident Manager resumes could be text files with no graphic elements, today’s recruiters need a bit more to remember you.
And yet, you can still choose between three basic resume formats:
- Reverse-chronological resume format;
- Functional skills-based resume format;
- Combination (or Hybrid) resume format.
But when it comes to choosing the right format for your Incident Manager resume, there are two factors to keep in mind: your experience and whether you’re looking for an industry change.
The reverse-chronological format is the most common one. That being said, it gives recruiters exactly what they’re used to in terms of order and information. However, it’s not suitable for applicants with employment gaps or not enough experience.
We at Enhancv suggest the functional skills-based resume format for people with limited work experience who find reverse-chronological resumes irrelevant. This format showcases the applicant’s most significant accomplishments, skills, and strengths.
Don’t miss our resume format checklist:
- Go for a traditional easy-to-read resume font sized 10-12p;
- Don’t risk it: choose standard 1-inch resume margins;
- Make sure your Incident Manager resume fits in one to two pages;
- Save your resume in PDF to avoid having it edited by someone else.
Looking for more tips? Check out our job-winning guide for crafting a resume that gets you remembered!
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PRO TIP
If you feel that you don’t have high chances in a particular company, due to lack of relevant experience, then you can still consider using a creative layout. That might help you get noticed and invited for an interview, as most of the other applicants will have boring resume designs.
Other sections for your incident manager resume
If the position you’re applying for allows for that, you can include some non-traditional sections in your resume. This will add a bit more depth to your application and will also give the hiring manager a better idea of who you are as a person.
Some ideas include:
An incident manager resume recruiters would love
You’ve drafted an amazing Incident Manager resume, but are still not sure whether it will make a strong first impression? After all, recruiters go over tens of resumes each day, right?
Right! And the recipe for getting their attention includes a dash of creativity.
What’s more, a creative resume is perfect for adding your personality to the mix. For example, you could mention your favorite books, quotes, movies, or even what your day usually looks like.
Regardless of what you choose, make sure your levels of creativity match the industry, the company, and the position. Otherwise, your resume might look silly and inapt.
What makes a great incident manager resume: key takeaways
- Choose a resume layout that sends the right message across and fits your current career situation;
- Create a resume header that shows your desired job title, and easy to find contact numbers;
- Be specific about your experience, accomplishments and future goals in your summary;
- Feature detailed metrics and specific examples that show the impact you made in your previous roles when describing your experience;
- List soft skills backed by examples;
- Add all of your technical skills and certifications that you have and match the job description;
- Show off a dash of personality in your resume that will demonstrate your culture fit and the right mix of hard and soft skills.
