Emergency Management

Emergency Management prevents or minimizes the impact of incidents by investigating possible reoccurrences, classifying problems, developing and distributing preventive actions, and tracking actionable items. Emergency Management leads, plans, drives, and communicates actions toward effective service recovery. Improving emergency support services and coaching others are expected at higher job stages.

Job Scope: JS 3–4 for MS Incident Management only.

Responsibilities & Outcomes

• Lead and facilitate the engaged team toward recovery of service in the shortest possible lead time while ensuring the best customer experience.

• Secure Root Cause Analysis data collection so that post-event investigations can be properly executed.

• Act as the lead facilitator of internal management bridges.

• Initiate management escalations when required and work as Crisis Manager throughout these events.

• Coordinate handover activities among technical and management participants, ensuring smooth progress and continuity of ongoing emergencies.

• Actively engage in improving Emergency Handling and Problem Management processes.

• Ensure security aspects of remote connections and customer documentation through continuous user access verification.

• Actively contribute to the knowledge-sharing process by searching, reusing, and sharing acquired information.

• Health, safety, and well-being are a responsibility and an expectation from all employees and leaders to secure a work environment that keeps everyone safe and well, in order to reach Target Zero and enable everyone to thrive and perform at their best both at work and in life.