Role & responsibilities
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.