When users can’t log in, access data, or process transactions, they aren’t happy. No one is happy when technology isn’t working as it should. Show
And it doesn’t matter the size or platform, on premise or cloud-hosted—no one is immune to potential outages and degraded services. CRN chronicles 10 of the biggest cloud outages so far this year. The causes are varied, ranging from changes gone wrong to overloads from demand surges. Regardless of the cause, any major incident requires handling with greater urgency and shorter timescales. That means a firm hand is needed to coordinate the efforts to restore services to normal working conditions. And that brings us to the role of incident commander (IC). What is an incident commander?For the most part, you won’t hear the title “Incident Commander” in someone’s job title at the IT department. The reference is mainly found in health and safety domains, where the IC is responsible for managing teams involved in emergency situations that by nature involve danger and rescue such as fire services. FEMA has an apt description for that kind of role in an organization: The IC has overall management responsibility for the incident. In service management, whenever there is a major incident, the organization must designate one person who’s responsible for leading a temporary cross-functional team to focus all energies and attention towards a swift resolution. ICs are needed for major incidents—not every single incident. Remember how ITIL 4 describes an incident: An incident with significant business impact requiring an immediate coordinated solution. Isn’t the incident manager the IC?Some texts use the term ‘incident manager’ as a synonym for the IC. A closer look reveals that the incident manager is responsible for the operational activities of the incident management practice and may not necessarily be the designated person for certain major incidents. At one of my previous employers, the IC was one of the heads of department. This role was separate from the incident manager who sat in operations. What does an IC do?The IC’s work is to maintain oversight of the major incident procedure. The IC is accountable for the activities involved in managing the major incident to complete resolution. These tasks include:
Qualities and competencies of an ICOne wouldn’t expect an IC to be a rookie in the organization. Given the psychological strain that accompanies the pressures of dealing with a major disruption, the kind of person who would command such as situation should have a level of experience that mirrors that of an army general! When designating an incident commander (or perhaps you’ve just been appointed one!), here are some qualities to consider: Key business relationshipsThe IC will have built up relationships with key stakeholders over time. The reason for this is two-fold:
Some technical knowledgeThe IC should have a good understanding of the lay of the land in terms of configuration of various service components. It’s not a must that the IC be a technical specialist in all domains (comb shaped), as it isn’t expected that the IC be the hands-on person rebuilding the database from scratch or spinning up new virtual machines. Good at managing (not necessarily solving the problem)Good practice in major incident management is to separate the actual restoration activities from the management of the incident itself. (It can be quite disconcerting for the sysadmin to have the CEO behind them questioning the meaning of bash command.) Creative problem solvingCreative thinking and problem solving are also key competencies required by the IC. Most major incidents are not alike, so new ways of dealing with issues will need to be discovered. Good at communicationPositive communication is also an important attribute as the way the message of the incident handling is passed can play a big role in shaping the perception of stakeholders as to whether the IC is actually managing the situation in the best possible way. (Learn more about ways to communicate about incidents.) Emotional intelligenceThere is also a need for significant emotional intelligence (EI), as handling people and emotions is usually the biggest hurdle for the IC—beyond the technical aspects. Daniel Goleman outlines the four domains of emotional intelligence, with a statement that leaders with EI handle crisis better than those without. Looking at the four domains, we see the following qualities:
The IC perspectiveThe IC role is not one that should be taken lightly. It is important that anyone chosen to handle this responsibility must have a perspective that is not limited to technical aspects: the IC must be conscious about shepherding people in the right direction towards the common goal—quick resolution of the incident. Additional resourcesFor more on incident management, explore the BMC Service Management Blog and these related articles:
These postings are my own and do not necessarily represent BMC's position, strategies, or opinion. See an error or have a suggestion? Please let us know by emailing .
The incident commander is the person responsible for all aspects of an emergency response; including quickly developing incident objectives, managing all incident operations, application of resources as well as responsibility for all persons involved. The incident commander sets priorities and defines the organization of the incident response teams and the overall incident action plan. The role of incident commander may be assumed by senior or higher qualified officers upon their arrival or as the situation dictates. Even if subordinate positions are not assigned, the incident commander position will always be designated or assumed. The incident commander may, at their own discretion, assign individuals, who may be from the same agency or from assisting agencies, to subordinate or specific positions for the duration of the emergency. In the United States, most agencies use an Incident Commander for the roles and responsibilities as defined under the National Incident Management System as a part of the Incident Command System.[1] The incident command system in a Canadian EMS scenario
Duties in a US fire-fighting scenario
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