Standard of Incident Management Control

At Leads Technologies Limited, we understand that timely and effective incident management is critical to maintaining the integrity, availability, and confidentiality of our services. Our Incident Management Framework is designed to swiftly identify, assess, and respond to incidents, minimizing impact and ensuring a swift return to normal operations. Below is an overview of our standards and practices in incident management control.

1. Incident Governance

Incident Response Team (IRT): Our dedicated Incident Response Team, led by senior management, is responsible for overseeing the entire incident management process. The IRT is composed of experts from various departments, including IT, security, legal, and communications.
Roles and Responsibilities: Clear roles and responsibilities are defined within the IRT to ensure swift action and accountability during incident handling.

2. Incident Detection & Reporting

Proactive Monitoring: We utilize advanced monitoring tools and techniques to detect potential incidents in real-time. Our systems are configured to trigger alerts for any abnormal activity or potential security breaches.
Reporting Mechanisms: A structured reporting mechanism is in place, allowing employees, clients, and third parties to report incidents promptly. All reports are logged, prioritized, and escalated as needed.

3. Incident Classification & Prioritization

Classification Framework: Incidents are classified based on their severity, impact, and urgency. This classification helps in prioritizing the response and allocating appropriate resources.
Impact Assessment: A thorough impact assessment is conducted to understand the potential consequences of the incident on operations, clients, and stakeholders.

4. Incident Response & Mitigation

Immediate Response Actions: Upon detection, the IRT takes immediate action to contain the incident, preventing further damage. This includes isolating affected systems, blocking malicious activity, and implementing temporary fixes.
Root Cause Analysis: We conduct a detailed root cause analysis to identify the underlying factors contributing to the incident. This analysis informs our mitigation strategies and helps prevent future occurrences.

5. Communication & Escalation

Internal Communication: Clear communication channels are established within the IRT and across the organization to ensure that all relevant parties are informed of the incident status and response efforts.
Client & Stakeholder Communication: We maintain transparency with our clients and stakeholders, providing timely updates and support during and after an incident.

6. Resolution & Recovery

Incident Resolution: The IRT works diligently to resolve the incident, restoring normal operations as quickly as possible. This includes implementing permanent fixes and verifying the integrity of systems and data.
Post-Incident Review: A post-incident review is conducted to evaluate the effectiveness of the response and identify areas for improvement. Lessons learned are documented and incorporated into our incident management processes.

7. Documentation & Reporting

Incident Logs: Detailed records of all incidents, including actions taken and outcomes, are maintained in incident logs. These logs serve as a valuable resource for continuous improvement and compliance audits.
Regulatory Reporting: We ensure that all incidents are reported to the relevant regulatory authorities as required by law, maintaining full compliance with industry regulations.

8. Continuous Improvement

Incident Management Training: Regular training sessions are conducted for the IRT and relevant staff to ensure readiness and effectiveness in incident management.
Simulation Exercises: We regularly conduct simulation exercises to test our incident management procedures, ensuring that our team is prepared for real-world scenarios.
Feedback Loop: We actively seek feedback from our clients and stakeholders to refine our incident management processes continually.