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vor 4 Wochen
The Critical Incident and Escalation Director is responsible for leading the organization's response to high-impact incidents and managing escalations to ensure swift resolution and minimal disruption to operations.
Key Responsibilities:
- Incident Management:
- Lead and coordinate the response to critical incidents, including product or vendor outages, security breaches, and other major disruptions.
- Develop and implement incident management processes, procedures, and best practices to ensure timely and effective resolution.
- Conduct post-incident reviews to identify root causes, document lessons learned and recommend improvements.
- Escalation Management:
- Oversee the escalation process for unresolved or complex issues, ensuring they are addressed promptly and effectively.
- Collaborate with senior leadership and cross-functional teams to manage high-priority escalations and ensure proper communication.
- Strategy and Planning:
- Develop and maintain incident response and escalation plans, including crisis communication strategies and recovery plans.
- Analyze incident trends and escalate patterns to identify areas for improvement and implement preventive measures.
- Stakeholder Communication:
- Serve as the primary point of contact for critical incidents and escalations, providing timely updates and information to stakeholders, including senior leaders, DLT, and internal and external customers.
- Coordinate with internal teams, external vendors, as needed to manage incidents and escalations.
- Program Leadership:
- Lead process and protocol for Technical Support Engineers and leaders involved in a critical incident by providing guidance, training, and support.
- Foster a culture of continuous improvement and accountability within the incident management and escalation teams.
- Compliance and Reporting:
- Ensure that incident and escalation management practices comply with relevant regulations, standards, and organizational policies.
- Prepare and present incident and escalation reports to senior management, highlighting key metrics, trends, and areas for improvement.
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