Major/Critical Incident Management (intermediate)
3 to 4 hours
- 1 to 3 years’ experience of incident manager
- 2 to 7 years of any technical background person, change manager, problem manger, service desk lead/manager
What you will learn: What all the Basic cross question required before you jump in technical bridge to understand the incident and define the criticality of incident, Leading a Major/critical incident on technical bridge, opening a technical bridge with stake holder and technical teams ex- Wintel, Network, DBA etc , How to deal/response to business/client/stake holder when a major outage ongoing and technical teams are investigating without ETA/clueless, Status update to client, stakeholders via business bridge, Bulletin communication preparation, capture the time stamps during the major outage, Multitasking (on top of 2 bridge at a time),Understanding on different type of Scenario which will help to engage the correct team for ongoing incident ex- Network, Wintel, DBA, Middleware, security, Cloud, RCA coordination.
live Scenario/ Real time Major & Critical incident manager questions: Brief one scenario where you drive a major incident in lot of pressure, One of the production application down what all the teams you will engage to isolate the issue.
Tool ex- SNOW, E-helpline, Remedy, Jira, Tableau.
Course duration: 3 to 4 hours.
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