Due to high impact and urgency, major incident needs to be resolved at shorter timeframe. It is therefore recommended to have separate team under direct leadership of Major Incident Manager, that is formed dynamically and may have people with different knowledge based on type of major incident. The team can be referred as Major Incident Recovery Team (MIRT). Having separate team ensures complete focus on major incident and adequate resources are available as needed.

The process of identifying and mobilising a recovery team must start as soon as possible. Continuous communication lines must be established to enable rapid communication between the different stakeholders related quicker status updates and issue resolution.

The Major Incident Manager should arrange the initial meeting with MIRT to agree on the recovery plan and facilitate :

• Identifying the accountability and ownership for MIRT
• Facilitating the discussions
• Bringing additional resources
• Sending outage updates
• Documenting the MIRT activities until the major incident is resolved.

There are few key documents which must be updated during major incident life cycle such as

• Client Impact Analysis
• Rolling Event Log
• Issue Log.

The above documents are updated regularly during the major incident life cycle and also contribute information during post incident review. Any client feedback or communication on the major incident to the Incident Handler must be redirected to MIRT.