Track Lead - Critical Incident Management

The Critical Incident Manager is responsible for managing high-severity (P1/P0) incidents impacting business operations, ensuring rapid restoration of services, minimizing impact, and leading cross-functional response efforts.

Key Responsibilities

1. Incident Lifecycle Management Lead end-to-end management of critical incidents from identification to closure Ensure timely incident detection, analysis, escalation, and resolution [Security I...nt Process | PDF] Maintain incident timelines, logs, and documentation 2. Command Center / War Room Leadership Act as a single point of coordination during major incidents Drive bridge calls / war rooms with technical teams, vendors, and stakeholders Ensure structured communication and decision-making during outages 3. Stakeholder Communication Provide real-time updates to leadership and business stakeholders Deliver clear executive-level communications on impact, progress, and ETA Manage stakeholder expectations during service disruptions (Aligned with enterprise practices of executive communication and coordination in major incident environments) [Hello Ever...organizat | Viva Engage] 4. Escalation & Coordination Coordinate across network, application, infrastructure, and security teams Drive escalation as per defined matrix and ensure quick engagement of SMEs Ensure adherence to SLA/KPI for incident response and resolution [Hello Ever...organizat | Viva Engage] 5. Root Cause Analysis (RCA) & Problem Management Ensure post-incident RCA is conducted and documented Track corrective and preventive actions (CAPA) Collaborate with Problem Management to prevent recurrence 6. Process Compliance & ITIL Alignment Ensure adherence to ITIL Incident Management processes Maintain governance standards for incident handling and reporting Identify process gaps and drive continuous improvement 7. Reporting & Metrics Monitor and report: Incident volumes & severity trends Mean Time to Restore (MTTR) SLA adherence Present performance dashboards to leadership 8. Continuous Improvement Drive improvements in detection, response, and recovery processes Participate in incident prevention strategies and readiness

Skill Requirements

1. Incident Lifecycle Management Lead end-to-end management of critical incidents from identification to closure Ensure timely incident detection, analysis, escalation, and resolution [Security I...nt Process | PDF] Maintain incident timelines, logs, and documentation 2. Command Center / War Room Leadership Act as a single point of coordination during major incidents Drive bridge calls / war rooms with technical teams, vendors, and stakeholders Ensure structured communication and decision-making during outages 3. Stakeholder Communication Provide real-time updates to leadership and business stakeholders Deliver clear executive-level communications on impact, progress, and ETA Manage stakeholder expectations during service disruptions (Aligned with enterprise practices of executive communication and coordination in major incident environments) [Hello Ever...organizat | Viva Engage] 4. Escalation & Coordination Coordinate across network, application, infrastructure, and security teams Drive escalation as per defined matrix and ensure quick engagement of SMEs Ensure adherence to SLA/KPI for incident response and resolution [Hello Ever...organizat | Viva Engage] 5. Root Cause Analysis (RCA) & Problem Management Ensure post-incident RCA is conducted and documented Track corrective and preventive actions (CAPA) Collaborate with Problem Management to prevent recurrence 6. Process Compliance & ITIL Alignment Ensure adherence to ITIL Incident Management processes Maintain governance standards for incident handling and reporting Identify process gaps and drive continuous improvement 7. Reporting & Metrics Monitor and report: Incident volumes & severity trends Mean Time to Restore (MTTR) SLA adherence Present performance dashboards to leadership 8. Continuous Improvement Drive improvements in detection, response, and recovery processes Participate in incident prevention strategies and readiness