Major Incident (MI) Escalation Manager

Click when you are finished.

Welcome to the Major Incident (MI) Escalation Manager learning. Click each sequential tab below to find key learnings and information.

{magictabs}

Introduction ::

Major Incident Escalation Manager Role

Role Objectives:
The Major Incident (MI) Escalation Manager role supports the following key objectives within the Service Management processes. The role provides:

Enhanced IT abilities to consistently execute the Major Incident processes.
Improved availability and quick return of services to a normal or stable state for our customers.
Support for the IT Rotation program by making the roles consistent/repeatable across various service desks and support organizations.

Learning Relevance

The MI Escalation Manager learning is relevant to your role as it helps you by

Introducing you to logging & communicating data via the IT MI Comm Tool.
Providing you with expections of your role performance, support requirements, and success measurements.

In completing the learning, you will have the skills and knowledge to execute the Escalation Manager process tasks in a repeatable, quality manner. This makes it easier for Service Management partners to use the data that is generated by the Escalation Manager role.

Major Incident versus Regular Incident

The difference between a Major Incident and a Regular Incident includes:

Major Incident	Regular Incident
An incident with a high impact - or potentially high impact - and requires a response that is above & beyond that given to a normal incident. A major incident often requires cross-company coordination, management escalation, the mobilization of additional resources, and increased communications.	An incident is any event which is not part of the standard operation of a service and causes an unplanned interruption or reduction in the quality of that service. A regular incident typically interrupts a normal procedure or precipitates an outage.

||||

Roles & Responsibilities ::

The Major Incident Escalation Manager is responsible for 6 key action items. Note the below 6 items and corresponding actions that a Major Incident (MI) Escalation Manager supports.

Escalation Manager - Item # 1
Facilitate and conduct the Major Incidents (MI) and delegate actionable items. MI Escalation Manager contacts responsible Subject Matter Experts (SME's).

MI EM to contact SME

Escalation Manager - Item # 2
Ensure formal communications and requests for information regarding escalations are appropriate to the audience, planned, timely, and orderly.

Formal communications and request

Escalation Manager - Item # 3
Ensure that the Primary Escalation Manager and Back-up Escalation Manager roles are rotated and documented in the On Call Rotation SharePoint site.

Roles rotated and documented

Escalation Manager - Item # 4
The MI Escalation Manager is responsible to notify the ITERP Hotline at (916) 356-8910 for all HIGH and CRITICAL priority major incidents.

Notify ITERP for high and critical priority major incidents

Escalation Manager - Item # 5
Conduct/facilitate the incident post mortem review, including the Service Problem Manager, with the identified problem statement as the expected outcome (NOT root cause analysis).

Conduct the incident post mortem review

Escalation Manager - Item # 6
The MI Escalation Manager engages the crisis team to set up the Post Mortem meeting logistics that include a date & time, Crisis Bridge participants, affected Problem Managers, Agenda, all time logs and notes.

Engage the crisis team to set up the Post Mortem meeting

||||

Resources ::

Second Level Business Partner Contact

Use the IT Service Catalog to find who is the Second Level Business Partner for each incident.

||||

|| Completion || ::

When you have completed the learning in this content, click the below Track Completion button.

This allows the IT Service Management team to know that you have completed this learning and are prepared for relevant next steps.

Click when you are finished.

{/magictabs}