Major Incident Management Analyst (Rotating Shift)

The Role

• Incident Identification: Monitor various sources for potential major incidents, such as system alerts, customer reports, and internal notifications.
• Incident Triage: Quickly assess and prioritize incidents based on their severity, potential impact, and urgency.
• Coordination: Act as the central point of contact during major incidents, coordinating efforts across technical and non-technical teams to facilitate rapid resolution.
• Resolution Coordination: Act as a central point of coordination for incident resolution efforts. Engage relevant teams and resources to resolve incidents promptly.
• Communication: Provide regular updates to stakeholders, including senior management, regarding the status of major incidents, including their impact, current status, and estimated time to resolution.
• Root Cause Analysis: Collaborate with technical teams to conduct post-incident analysis, identifying the root causes of major incidents and recommending preventive measures.
• Process Improvement: Continuously evaluate and improve the major incident management process, suggesting enhancements to streamline incident response and resolution.
• Documentation: Develop and update incident management procedures, ensuring that all team members are aware of their roles and responsibilities during major incidents.
• Training: Conduct training sessions and workshops to enhance the incident management skills of team members and promote a culture of incident readiness.
• Escalation: Escalate incidents to higher management or executives as necessary and ensure the allocation of appropriate resources for resolution.