Job Description

Key responsibilities
Technical Lead JD to drive high Priority/high business Impact Incidents- 
Role Purpose
As a technical lead handling a high-priority incident, your primary responsibilities include rapid diagnosis, devising a remediation strategy, coordinating with other teams, and ensuring efficient implementation of the fix to minimize disruption and restore services. 

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Responsibilities:
Rapid Diagnosis and Root Cause Analysis:
•    Quickly identify the nature and scope of the incident and categorised the priority of incident.
•    Determine the root cause(s) of the problem. 
•    Gather relevant data and information from logs, monitoring tools, and other source
Remediation Strategy Development:
•    Develop a plan to address the issue, considering potential impacts and risks. 
•    Determine the best course of action for restoring services. 
•    Identify necessary resources and dependencies
Coordination and Communication:
•    Act as a central point of contact for technical aspects of the incident. 
•    Collaborate with other teams (e.g., Data Center, Network, security, EUC, Tools) to ensure a coordinated response. 
•    Keep stakeholders informed of the incident's status and progress. 
Implementation and Monitoring:
•    Oversee the implementation of the remediation plan. 
•    Monitor the system to ensure that the issue is resolved, and services are restored with in SLA.
•    Document the incident, its resolution, and lessons learned. 
Escalation and Decision-Making:
•    Know when to escalate the incident to higher levels of management. 
•    Make timely and informed decisions regarding resource allocation and incident resolution. 
Post-Incident Analysis:
•    Conduct a thorough post-incident review to identify areas for improvement in incident response processes. 
•    Preparing RCA and alignment with root cause, Business Impact and business outage.
•    Document lessons learned and implemented changes to prevent similar incidents in the future.