Structuring crisis and major incident management

A subsidiary of a major banking group, this asset servicing company provides securities custody, regulatory fund oversight and administrative management of its clients' assets. It regularly faces several major incidents at once: weekend go-lives, system outages, network problems.

Coordination between teams remains insufficient and client complaints are handled too slowly, to the detriment of service quality. Leadership wants to professionalise its crisis management for good.

A consultant experienced in crisis leadership and IT coordination, with more than ten years of practice, works for 6 months full time, with two remote days a week: running the incident cells, coordinating IT, business and support teams, structuring communication in crisis situations, rapidly identifying causes and impacts, chairing crisis meetings and overhauling the incident management standards and processes.