You’re interested in incident management. What are the most important things to know about IT Operations?

La proactividad es clave, priorizando la identificación y mitigación de posibles incidentes antes de que ocurran. La planificación y preparación con planes de contingencia bien definidos son esenciales, junto con una comunicación clara y oportuna durante los incidentes para coordinar esfuerzos y gestionar expectativas. La priorización, escalación y análisis post-incidente son pasos fundamentales, al igual que el uso de herramientas de monitoreo y automatización para una gestión más eficiente. Fomentar una cultura de mejora continua completa el panorama, permitiendo a los equipos adaptarse y optimizar los procesos de gestión de incidentes con el tiempo, fortaleciendo así la resiliencia de las operaciones de TI.

As coisas mais importantes a saber sobre opera??es de TI ao se interessar pelo gerenciamento de incidentes incluem compreender a infraestrutura de TI da organiza??o, ter conhecimento dos processos e procedimentos de opera??es de TI, estar ciente das principais amea?as de seguran?a cibernética e entender como responder eficazmente a incidentes de seguran?a e interrup??es de servi?os

An organization's IT infrastructure and services must be managed, maintained, and supported through a variety of procedures and activities that are part of IT Process, commonly referred to as IT operations. Ensuring the performance, availability, and dependability of the company's IT systems and services is the primary goal of IT operations, as it is essential to the functioning and prosperity of the company.

Incident Management" refers to a methodical approach to handling and resolving unforeseen incidents or disturbances that impact an organization's routine IT service operations. These interruptions, sometimes referred to as incidents, can range from user error and security breaches to hardware malfunctions and software defects.Restoring regular service operations as soon as possible is the primary goal of incident management.This minimizes the impact on business operations and avoids more disruption. The Information Technology Infrastructure Library (ITIL) is one example of a more extensive IT Service Management (ITSM) framework that includes incident management as a component.

By implementing strong Incident Management processes, organizations can reduce service interruptions, enhance operational efficiency, and maintain high levels of customer satisfaction. This approach ensures that the organization’s IT services continue to support its business operations effectively, even in the face of unexpected disruptions.

No meu ponto de vista as principais habilidades s?o: empatia, pois muitos incidentes deveriam se tornarem problemas, mas a falta de ouvir o usuário ou de compreender as necessidades, acabam por diversas vezes sendo negligenciado; resolutivo, o colaborador deve trabalhar sempre de imediato apresentar uma solu??o de contorno e claro aplicar uma solu??o definitiva.

Skills and tools for Incident Management encompass a combination of technical expertise, communication abilities, problem-solving skills, and familiarity with specialized software and systems. Skills : Technical Proficiency, Problem-Solving, Attention to Detail, Communication, Collaboration and Adaptability. Tools : Incident Tracking Systems, Monitoring and Alerting Tools, Communication Platforms, Knowledge Base and Documentation Systems, Reporting and Analytics Tools (e.g., Service-now, SAM, Teams, Outlook, Dashboards etc) By leveraging the right combination of skills and tools, organizations can enhance their Incident Management capabilities, improve incident response times, and minimize the impact of disruptions on business operations.

If you work in IT, you can approach your magnet with a request to participate in incident management (major incident response). Prepare a clear and concise request to join them in incident management and response. Explain why you are interested, what you hope to learn, and how you can contribute. Highlight your relevant skills, experience, and achievements.

In my opinion if someone want to pursue a career in incident management, then here are some steps to consider: 1. Acquire basic knowledge in IT systems. 2. Obtain relevant certifications, such ITIL Foundation. 3. Gain practical experience through internships or entry-level positions in IT support or help desk roles. 4. Hone your communication and problem-solving skills, which are crucial in this field. 5. Get acquainted with incident management tools and methodologies to effectively manage incidents. 6. Stay updated and adapt to new technologies and best practices in the field. 7. Network with professionals who are already in incident management roles, as they can offer valuable insights and opportunities.