Systems Integration Senior Analyst

Major Incident Management

• Establish and communicate definition of a Critical Incident for the Client and the associated Major Incident Management procedure
• Clearly defined/bounded parameters for what constitutes a Major Incident
• Maintenance of Distribution/Paging lists for bridge call notification
• Establish and communicate notification timelines (initial/subsequent/final/post-mortem)
• Approve criteria for Major Incident Management support requirements, including equipment and Services to be covered, Priority Levels, definitions and characteristics, Incident classification and prioritization schema, and escalation requirements.
• Establish and communicate Major Incident Management details as follows:

• Identify the Incident/Service disruption and impact
• Classify the incident.
• Notification/Escalation to Stakeholders/Senior Management.
• Incident Command and Co-ordination
  • Determine proper MIM actions for Incident resolution
  • If bridge call required:
  • Disseminate initial communication
  • Convey bridge calls
  • Provide bridge call leadership and orchestration
  • Perform ongoing communication/provide regular updates until Incident resolution

Post Incident Review

• Review and action process compliance reporting and inform leaders of results of periodic analysis of records.

Root Cause Analysis

• Work with Problem Manager to verify the proper generation of Problem record upon resolution and restoration of Service.