Incident Management at GovTech (IMAG)

Overview

When a critical system goes down, we need to learn how to navigate the fog of war effectively. IMAG (Incident Management at GovTech) is the standard framework designed to replace panic with protocol. Adapted from battle-tested frameworks used by Google, US FEMA and Singpass, this course will equip you with the tools to align responders, manage stakeholders, and resolve outages with precision.

Whether you are an engineer, a product manager, or a team lead, this course moves you beyond "fixing the bug" to "managing the crisis." You will learn how to transform a chaotic outage into a transparent, coordinated response.

Key Takeaways

• Structure the Response: execute the "Two-in-a-Box" model to coordinate seamlessly with vendors and internal teams.
• Assess Severity: Accurately classify incidents from Sev-5 (Device Loss) to Sev-0 (Total System Outage) to trigger the right level of response.
• Navigate the Lifecycle: Master the workflow from Triage and Mitigation to Resolution and Review.
• Communicate Under Pressure: Manage internal stakeholders and external reporting (GIROC, GITSIR, and CMG) without cluttering the technical resolution channel.
• Identify Incident Types: Quickly distinguish between Reliability, Security, Data, and Fraud incidents to activate the correct protocols.

Who Should Attend

• Technical Leads and Developers
• Product Managers
• System Administrators
• Anyone expected to be "On-Call" or act as a First Responder