Incident Management

Role & responsibilities

Job description

• Managing Major Incidents, ensuring that they are logged, progressed, updated, authorised, expedited, and resolved within the scope of the Service Level Agreement.
• Using MIM experience to proactively support the management of High Severity Incidents (P1 and P2).
• Owning the major incident and driving it efficiently on both Bridge call and Chat.
• Issuing communications during the progress of a major incident.
• Identifying appropriate timelines and targets for recovery actions, feedback, and communications.
• Assessing and agreeing business impact and incident severity level.
• Ensuring that appropriate internal escalation occurs.
• Ensuring that appropriate third party escalation occurs.
• Assessing the need for appropriate handover of responsibilities to maintain optimum performance of the recovery team over an extended duration.
• Suggesting workarounds and methods of speeding up the recovery of an incident.