Major Incident Management + Establish and communicate definition of a Critical Incident for the Client and the associated Major Incident Management procedure + Clearly defined/bounded parameters for what constitutes a Major Incident + Maintenance of Distribution/Paging lists for bridge call notification + Establish and communicate notification timelines (initial/subsequent/final/post-mortem) + Approve criteria for Major Incident Management support requirements, including equipment and Services to be covered, Priority Levels, definitions and characteristics, Incident classification and prioritization schema, and escalation requirements. + Establish and communicate Major Incident Management details as follows: + Identify the Incident/Service disruption and impact + Classify the incident. + Notification/Escalation to Stakeholders/Senior Management. + Incident Command and Co-ordination + Determine proper MIM actions for Incident resolution + If bridge call required: + Disseminate initial communication + Convey bridge calls + Provide bridge call leadership and orchestration + Perform ongoing communication/provide regular updates until Incident resolution Post Incident Review + Review and action process compliance reporting and inform leaders of results of periodic analysis of records. Root Cause Analysis + Work with Problem Manager to verify the proper generation of Problem record upon resolution and restoration of Service.