Track Lead - Critical Incident Management

Job Summary

Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends.

Key Responsibilities

Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends.

Skill Requirements

Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends.

Other Requirements

Own and drive P1/Critical and P2/High severity incidents from declaration through service restoration and closure. Lead Major Incident bridge calls, engaging relevant resolver groups such as Network, Cloud, Windows, Linux, Database, Security, Middleware and Application teams. Establish incident impact, affected services, business criticality, current status, recovery actions and next steps. Maintain strong command and control during major incidents and ensure technical teams remain focused on restoration. Drive appropriate technical and management escalations when resolution is delayed or additional support is required. Provide clear, concise and timely stakeholder communications throughout the incident lifecycle. Coordinate with vendors, third-party providers and internal support teams during complex incidents. Ensure accurate incident timelines, troubleshooting activities, ownership and restoration details are captured in the ITSM tool. Facilitate post-incident reviews and ensure lessons learned and follow-up actions are documented. Coordinate with Problem Management for Root Cause Analysis (RCA) and prevention of recurring incidents. Identify recurring incident trends and opportunities for operational improvement. Ensure adherence to defined SLA, OLA, escalation matrix and Major Incident Management processes. Support MIM process governance, reporting, audits and continuous service improvement. Provide guidance and mentoring to L1/L2 Major Incident Management resources. Participate in operational reviews and provide management-level incident summaries and trends.