The Incident Command Team plays a critical role in maintaining the stability and resilience of our IT environment. Our team ensures that incidents are detected, managed, and resolved efficiently to minimize business impact. We operate through three core service pillars:

🔍 Observability

Using industry-leading tools like DataDog, we provide comprehensive 24/7 observability of the IT environment. Our responsibilities include:

• Continuous monitoring of infrastructure, applications, and services
• Centralized logging and availability tracking
• Alert management and response coordination
• Ensuring visibility into system health and performance across the enterprise

Our goal is to detect anomalies before they become critical, enabling proactive management of system performance and uptime.

⚠️ Major Incident (MI) Management

When significant service disruptions occur, Incident Command leads the response. We coordinate cross-functional teams to drive swift and effective resolution. Our services include:

• Real-time incident coordination and communication
• Facilitating root cause analysis and post-incident reviews
• Collaborating closely with infrastructure, application, and support teams
• Ensuring stakeholders are informed throughout the incident lifecycle

We act as the central point of leadership during major outages, reducing downtime and accelerating recovery efforts.

🛡️ Disaster Recovery (DR)

We safeguard the business against large-scale disruptions through structured Disaster Recovery planning and execution. Our work includes:

• Developing and maintaining recovery documentation and runbooks
• Coordinating DR tests and exercises to validate readiness
• Ensuring alignment with business continuity objectives
• Partnering with teams across the organization to close gaps in recovery capabilities

Our proactive approach ensures that the organization can respond to critical failures and restore operations with minimal disruption.