About the role
- Lead and direct the response to complex, high-impact critical incidents using established Major incident management practices.
- Assess incident severity and business impact and gather relevant information to support timely decision-making.
- Act as the central point of contact during major incidents, ensuring relevant teams, stakeholders, partners, and vendors are appropriately engaged.
- Coordinate resolution activities to minimize incident impact and enable rapid restoration of normal operations.
- Maintain response SLAs throughout the incident lifecycle.
- Establish clear roles, responsibilities, communication channels, and escalation procedures for incident response.
- Develop and maintain effective communication templates for internal and external stakeholders.
- Ensure clear and timely communication with stakeholders, external partners, vendors, and relevant authorities.
- Coordinate with external vendors when additional incident-resolution support is required.
- Apply change management practices as part of maintaining effective incident response processes and implementing improvements arising from incident reviews.
- Apply foundational Problem management practices when reviewing major incidents, identifying lessons learned, and supporting improvements that reduce recurrence.
- Maintain detailed records of incident-response activities, including actions, decisions, and outcomes.
- Maintain and update incident response plans, procedures, escalation paths, and contingency plans.
- Conduct post-incident analysis to identify lessons learned and areas for improvement.
- Implement improvements that enhance incident-response capabilities and keep the incident management framework current and effective.
- Provide guidance and support to incident response teams during challenging and multifaceted incidents.
- Prepare comprehensive incident reports highlighting key findings and recommendations.