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Key responsibilities
During a major incident work collaboratively across IT Services to ensure that Major Incidents are identified consistently, managed efficiently, and service restored as quickly as possible, minimizing the impact to the business and managing the lifecycle of all Major Incidents.
Lead the process of Major Incident management from detection to resolution and post-incident review, ensuring timely participation of stake holders and quick resolution minimizing the impact to the business
Quickly identifying and classifying major incidents based on severity and impact to the business.
Mobilizing and leading the incident response team, which may include IT support staff, developers, network engineers, external vendors, management, business and other relevant personnel.
Keeping all stakeholders, including management, IT teams, and potentially customers, informed about the status of the incident, actions being taken, and expected resolution times. Communicate effectively with all levels of management and stakeholders during major incidents
Write high quality incident/outage communications with zero defect
Ensuring that the necessary resources and personnel are available and allocated efficiently to resolve the incident as quickly as possible.
Acting as a bridge between technical teams and business stakeholders to ensure clear understanding and communication of technical issues and their business implications.
Knowing when to escalate the incident to higher levels of management or to external vendors for additional support.
Conduct thorough analysis after the incident has been resolved to identify root causes, document lessons learned, and develop improvement plans to prevent recurrence.
