Major Incident Leadership
- Lead and coordinate all activities during high severity (P1/P2) incidents.
- Act as the single point of contact (SPOC) for incident command and communication.
- Drive rapid triage, impact assessment, and restoration efforts.
- Ensure all resolver groups (network, infra, apps, DB, cloud, security) are engaged and aligned.
- Maintain control of incident bridges, ensuring structured and efficient collaboration.
Communication & Stakeholder Management
- Provide timely, accurate, and concise updates to:
- Senior leadership
- Business stakeholders
- Service owners
- Customers (internal/external)
- Publish incident notifications, interim updates, and final incident reports.
- Ensure communication is consistent, transparent, and aligned with business expectations.
Post Incident Activities
- Lead Root Cause Analysis (RCA) and Problem Management processes.
- Facilitate post incident review (PIR) meetings and ensure action items are tracked to closure.
- Identify systemic issues, recurring patterns, and opportunities for service improvement.
- Contribute to knowledge base updates, runbooks, and operational playbooks.
Stakeholder Management and Communication,Communication Skills,Business Impact Analysis,Service Desk,Major Incident Management,Team Lead
