30+ Major Incident Manager Interview Questions and Answers

Yes, I have handled difficult incidents. My approach is to gather all available information, prioritize actions, and communicate effectively with stakeholders.

• Gather all available information about the incident

• Prioritize actions based on impact and urgency

• Communicate effectively with stakeholders, including regular updates

• Ensure all necessary resources are available to resolve the incident

• Conduct a thorough post-incident review to identify areas for improvement

• Example: Manage...read more

Incidents can trigger changes to prevent future incidents.

• Incidents can reveal weaknesses in the system that require changes to prevent future incidents.

• Changes can also cause incidents if not properly managed.

• Incident and change management processes should be closely integrated.

• For example, a major incident caused by a software bug may require a change to the code to prevent it from happening again.

• Similarly, a change to a server configuration may cause an incident if not pr...read more

I will prioritize the incidents based on their impact and urgency and delegate them to the appropriate teams.

• Assess the impact and urgency of each incident in the queue

• Delegate the incidents to the appropriate teams based on their expertise

• Ensure that the teams have all the necessary information to resolve the incidents

• Monitor the progress of each incident and provide support as needed

The lifecycle of Major Incident Manager (MIM) involves several stages from identification to resolution.

• Identification of major incidents

• Logging and categorizing incidents

• Assigning resources and forming an incident management team

• Investigation and analysis of incidents

• Implementing temporary workarounds or fixes

• Communicating with stakeholders and providing updates

• Resolving the incident and restoring normal service

• Conducting post-incident reviews and documenting lessons learned

We use version X of SNOW.

• The current version of SNOW we use is X.

• We upgraded to version X last year.

• All incidents are logged in SNOW version X.

If I wake up on the Moon, I would assess the situation, gather information, and take necessary actions to ensure my safety and survival.

• Assess the surroundings and determine the level of danger

• Check for available resources and supplies

• Establish communication with Earth and inform them about the situation

• Evaluate the possibility of returning to Earth or seeking assistance

• Take necessary precautions to protect myself from the harsh lunar environment

Responsible and accountable are two different levels of involvement and ownership in a task or project.

• Responsible refers to the person who is assigned to complete a task or achieve a goal.

• Accountable refers to the person who is ultimately answerable for the outcome or results of the task or project.

• Responsibility can be shared among multiple individuals, but accountability rests with a single person.

• Being responsible means having the duty or obligation to perform a task, whi...read more

PIR stands for Post Incident Review. It is a process in incident management to analyze and learn from past incidents.

• PIR is conducted after an incident is resolved to evaluate the incident response and identify areas for improvement.

• It involves gathering data, analyzing the incident timeline, identifying root causes, and documenting lessons learned.

• PIR helps in preventing future incidents, improving incident response processes, and enhancing overall system reliability.

• Example...read more

Incident management is the process of identifying, analyzing, and resolving incidents to minimize their impact on business operations.

• It involves creating a plan to respond to incidents

• It requires effective communication and collaboration among stakeholders

• It aims to restore normal operations as quickly as possible

• Examples include IT system failures, natural disasters, and security breaches

The time taken to provide a Root Cause Analysis (RCA) varies depending on the complexity of the incident.

• The duration of providing an RCA depends on the incident's complexity, scope, and available data.

• Simple incidents with clear causes may require less time for RCA.

• Complex incidents involving multiple systems or dependencies may take longer to analyze and determine the root cause.

• Availability of relevant data and documentation can significantly impact the time required for R...read more

Problem management is the process of identifying, analyzing, and resolving underlying causes of incidents to prevent future occurrences.

• It involves investigating the root cause of incidents and finding a permanent solution

• It aims to minimize the impact of incidents on business operations

• It involves documenting known errors and workarounds

• It requires collaboration with other ITIL processes such as Incident Management and Change Management

• Example: A recurring network outage is ...read more

Proactive refers to taking preventive measures to avoid potential issues, while reactive refers to responding to issues after they have occurred.

• Proactive actions are taken in advance to prevent problems or mitigate their impact.

• Reactive actions are taken in response to problems that have already occurred.

• Proactive measures include risk assessments, preventive maintenance, and training.

• Reactive measures include incident response, troubleshooting, and problem resolution.

• Proact...read more

Change is a planned action to improve a service, while problem is an unplanned event that causes disruption to a service.

• Change is a proactive action taken to improve a service, while problem is a reactive response to an issue that has already occurred.

• Change is a controlled process that is planned, tested, and implemented with minimal disruption to the service, while problem is an unplanned event that causes disruption to the service.

• Change is usually initiated by the servic...read more

Key Performance Indicators (KPIs) of major incidents measure the effectiveness and efficiency of incident management.

• Response time: Measure the time taken to respond to a major incident.

• Resolution time: Measure the time taken to resolve a major incident.

• Customer satisfaction: Measure the satisfaction level of customers affected by major incidents.

• Incident recurrence rate: Measure the frequency of major incidents recurring.

• Mean time between failures (MTBF): Measure the average...read more

Problem management workflow is a process that identifies, analyzes, and resolves underlying causes of incidents to prevent future occurrences.

• It involves identifying the root cause of a problem

• Analyzing the impact of the problem on the business

• Developing a plan to resolve the problem

• Implementing the plan and verifying its effectiveness

• Documenting the problem and the resolution for future reference

Major Incident Management Process involves identifying, prioritizing, and resolving critical incidents to minimize business impact.

• Incidents are classified based on their impact and urgency

• A Major Incident Manager is appointed to lead the response team

• Communication is key to ensure all stakeholders are informed

• Root cause analysis is conducted to prevent future incidents

• Continuous improvement is achieved through regular reviews and updates

To increase the process, I would implement automation, streamline communication, and regularly review and update procedures.

• Implement automation tools to reduce manual tasks and improve efficiency

• Streamline communication channels to ensure quick and effective information sharing

• Regularly review and update procedures to identify areas for improvement and optimize the process

Yes, I have worked on e-commerce websites in the past.

• Managed major incidents related to e-commerce website downtime or performance issues

• Coordinated with cross-functional teams to resolve issues quickly and minimize impact on customers

• Implemented incident management best practices to prevent future incidents

• Used monitoring tools to proactively identify potential issues before they impact customers

Incident management focuses on resolving any type of incident, while major incident management specifically deals with large-scale incidents that have significant impact on business operations.

• Incident management is the process of identifying, analyzing, and resolving incidents to restore normal service operation as quickly as possible.

• Major incident management is a subset of incident management that deals with incidents that have a significant impact on business operations, ...read more

CFS stands for Call For Service.

• CFS is a term commonly used in emergency services and law enforcement.

• It refers to a request or notification for assistance or response to a specific incident.

• CFS can include various types of incidents such as crimes, accidents, or medical emergencies.

• Dispatchers or operators receive CFS and assign appropriate resources to handle the situation.

• Examples of CFS include a 911 call reporting a burglary, a traffic accident, or a person in need of me...read more

The incident lifecycle involves identification, logging, categorization, prioritization, investigation, resolution, and closure.

• Identification: recognizing that an incident has occurred

• Logging: recording the details of the incident

• Categorization: assigning a category to the incident

• Prioritization: determining the urgency and impact of the incident

• Investigation: gathering information to determine the cause of the incident

• Resolution: taking action to resolve the incident

• Closure...read more

The incident lifecycle refers to the stages an incident goes through from detection to resolution.

• The incident lifecycle typically includes stages such as detection, identification, logging, categorization, prioritization, diagnosis, resolution, and closure.

• Each stage in the incident lifecycle involves specific actions and processes to effectively manage and resolve the incident.

• For example, in the detection stage, monitoring tools may alert the Major Incident Manager of a po...read more

The core relation between incident and change is that incidents often lead to changes in processes, systems, or procedures to prevent similar incidents from occurring in the future.

• Incidents can highlight weaknesses or gaps in current processes or systems that need to be addressed through changes.

• Changes implemented as a result of incidents can help prevent similar incidents from happening again.

• Incident management and change management processes are closely linked, as change...read more

Major Incident communication process involves timely and accurate dissemination of information to stakeholders.

• Establish a communication plan outlining roles and responsibilities during a major incident

• Utilize multiple communication channels such as email, phone, and messaging apps to reach stakeholders

• Provide regular updates on the incident status, progress, and resolution

• Ensure clear and concise messaging to avoid confusion and misinformation

• Hold post-incident reviews to ev...read more

Handling major incidents involves quick response, effective communication, thorough investigation, and continuous improvement.

• Quickly assess the situation and prioritize actions based on impact and urgency.

• Establish clear communication channels to keep stakeholders informed throughout the incident.

• Conduct a thorough investigation to identify root causes and prevent future occurrences.

• Implement post-incident reviews to analyze response effectiveness and identify areas for impr...read more

An incident is an unplanned event that disrupts normal operations and requires immediate attention to resolve.

• An incident can be a technical issue, such as a server outage or network failure

• An incident can also be a security breach or data breach

• Incidents can vary in severity and impact on business operations

• Examples: system crashes, cyber attacks, power outages

Lifecycle refers to the series of stages through which a product, project, or process passes from its initiation to its completion.

• Lifecycle includes stages such as planning, development, testing, deployment, and maintenance.

• Each stage has its own set of activities, deliverables, and stakeholders.

• Examples of lifecycles include software development lifecycle (SDLC), project management lifecycle, and product lifecycle.

Managing incidents involves timely response, communication, prioritization, resolution, and post-incident analysis.

• Quickly assess the severity and impact of the incident.

• Communicate with stakeholders and keep them informed throughout the incident.

• Prioritize tasks based on impact and urgency.

• Coordinate resources effectively to resolve the incident as quickly as possible.

• Conduct a post-incident analysis to identify root causes and prevent future occurrences.