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MIM Interview Questions and Answers

The document provides a series of interview questions and sample answers related to Major Incident Management (MIM). Key topics include the MIM process, handling high-pressure situations, avoiding SLA breaches, communication strategies, and conducting Root Cause Analysis. It also discusses the distinction between major and high-priority incidents, relevant KPIs, ITSM tools used, and managing simultaneous incidents.

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64 views2 pages

MIM Interview Questions and Answers

The document provides a series of interview questions and sample answers related to Major Incident Management (MIM). Key topics include the MIM process, handling high-pressure situations, avoiding SLA breaches, communication strategies, and conducting Root Cause Analysis. It also discusses the distinction between major and high-priority incidents, relevant KPIs, ITSM tools used, and managing simultaneous incidents.

Uploaded by

mdsami.2040
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Major Incident Management - Interview Questions & Sample Answers

1. Can you walk us through your MIM process from incident detection to resolution?

Sure. The MIM process begins with incident detection via monitoring tools or user reports. Once confirmed as

a major incident, I classify it based on impact and urgency, initiate a bridge call, notify stakeholders,

coordinate the resolution with technical teams, and ensure timely updates. After resolution, I lead the RCA

and share learnings.

2. How do you handle high-pressure situations with demanding stakeholders?

During a P1 outage that impacted a payment system, I managed communication by setting expectations on

updates, summarizing progress without jargon, and shielding the technical team from distractions. We

resolved the issue within an hour and received positive feedback from leadership.

3. Whats your approach to avoiding SLA breaches during a major incident?

I proactively escalate incidents, engage the right SMEs early, and communicate possible breaches in

advance. I focus on collaboration and real-time updates to minimize resolution delays.

4. How do you communicate during a major incident?

I maintain structured communication: initial impact summary, regular updates, stakeholder alignment, and a

final resolution message. I also document everything in the ITSM tool for transparency.

5. What is your process for Root Cause Analysis (RCA)?

Post-resolution, I conduct a PIR within 2448 hours, gather inputs from involved teams, apply methods like '5

Whys', and document the RCA. I also ensure action items are tracked to prevent recurrence.

6. Tell me about a time when a vendor caused a major incident. How did you handle it?

A vendor network failure affected our customer portal. I escalated to their senior team, brought them into the

bridge, and coordinated a temporary workaround. The issue was resolved in 90 minutes. We later updated

our vendor SLAs.

7. Whats the difference between a Major Incident and a High Priority incident?

A Major Incident causes widespread disruption and requires cross-functional coordination. A High Priority
Major Incident Management - Interview Questions & Sample Answers

incident is urgent but has limited impact and may not need a full MIM response.

8. What KPIs or metrics do you track as a MIM?

MTTA, MTTR, SLA compliance, incident volume, root cause closure rate, and CSAT scores post-incident.

9. What ITSM tools are you experienced with, and how do you use them in MIM?

Ive used ServiceNow, BMC Remedy, and JIRA Service Management for logging incidents, managing

bridges, tracking SLAs, documenting timelines, and generating reports.

10. If two major incidents happen simultaneously, how do you manage them?

I assess the impact, delegate if possible, and prioritize communication. I loop in backup MIMs if needed to

ensure both incidents are handled efficiently.

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