Category: Delivery and operation

Subcategory: Service management

Incident management - USUP

Coordinating responses to a diverse range of incidents to minimise negative impacts and quickly restore services.

Levels:

Level 1:
Description: Follows agreed procedures to identify, register and categorise incidents. Uses provided tools and technologies to support the incident management process. Collects information as instructed to assist in incident resolution and allocates incidents as directed. Assists in monitoring incident queues and escalates issues according to procedures.

Level 2:
Description: Provides first line investigation and gathers information to enable incident resolution and allocate incidents. Gathers information to enable incident resolution and allocates incidents according to established procedures. Escalates incidents as necessary. Advises relevant people of actions taken. Communicates with users and stakeholders to provide updates on incident status. Assists in maintaining records and documentation related to incidents.

Level 3:
Description: Prioritises and diagnoses incidents applying agreed procedures and tools. Investigates causes of incidents and seeks resolution. Escalates unresolved incidents to higher levels or specialist teams. Coordinates with stakeholders to ensure timely resolution. Facilitates recovery, following resolution of incidents. Documents, communicates outcomes and closes resolved incidents.

Level 4:
Description: Monitors and manages incident queues to ensure incidents are handled according to procedures and service levels. Contributes to developing, testing and improving incident management procedures. Uses analytics tools to track trends. Ensures resolved incidents are properly documented and closed. Supports team members in the correct use of the incident process.

Level 5:
Description: Responsible for the operation of the incident management process. Manages incident communications, ensuring al parties are aware of incidents and their role in the process. Leads the review of major incidents and informs service owners of outcomes. Ensures incident resolution within service targets. Analyses metrics and reports on the performance of the incident management process. Develops, maintains and tests incident management policy and procedures. Ensures compliance with regulatory requirements.

Level 6:
Description: Shapes and directs the organisation's incident management strategy. Establishes policies and standards for incident management aligned with organisational goals. Provides leadership during major incidents, coordinating cross-functional teams and external partners. Makes high-level decisions to minimise impact and ensure swift recovery. Leads the development of organisational capabilities for incident management. Promotes organisational collaboration and ensures that incident management processes are understood and adopted across the organisation.