An incident commander is the leader of an incident response team, responsible for coordinating the actions, resources, and communication during a security incident. An effective incident commander can make the difference between a successful resolution and a costly escalation. But how can you ensure your incident commander is effective? Here are some tips to help you.
The incident commander should have the authority, experience, and skills to lead the team and make decisions. They should also have a clear understanding of the incident response plan, the roles and responsibilities of the team members, and the goals and objectives of the incident. The incident commander should be able to delegate tasks, monitor progress, and adjust the strategy as needed. Ideally, the incident commander should be someone who has trained and practiced for this role, and who has the trust and respect of the team.
Choosing the right incident commander is pivotal for effective incident management. The ideal candidate should exhibit strong leadership, a clear understanding of organizational protocols, and the ability to make swift, informed decisions under pressure. Effective communication skills and prior training in incident command systems are crucial attributes. Regular drills and simulations can help identify and develop individuals with the necessary qualities, ensuring a capable and composed incident commander when crises arise.
Good incident commanders are rare because it’s a skill very dependent on experience that is difficult to get. Beyond the experience, it’s a specific type who can wear all the hats demanded of the role and know when to wear which hat. Beyond the experience and personality makeup, an incident commander is typically thrown into situations where people are unpredictable because they themselves are not used to the pressure of an incident. Their emotional intelligence has to be off the charts, even with people they work with daily (who can behave very differently in an incident). Given the above, most organizations should look to external partners for material incidents. This doesn’t preclude using internal incident commanders at other times
The incident commander should be able to define the scope and severity of the incident as soon as possible, based on the available information and evidence. The scope and severity will determine the level of response, the resources needed, and the stakeholders involved. The incident commander should communicate the scope and severity to the team and the management, and update them regularly as the situation changes. The incident commander should also set clear and realistic expectations and objectives for the team, and prioritize the most critical actions.
Defining the scope and severity of an incident is critical for effective management. The incident commander must assess its scale, potential impact, and risks by gathering information and collaborating with experts. This precision enables the allocation of resources and development of a focused response. Regular updates ensure adaptability as the situation unfolds, allowing for efficient coordination and resource deployment.
The incident commander should establish a command structure that defines the roles and responsibilities of the team members, and the communication channels and protocols. The command structure should be flexible and scalable, depending on the size and complexity of the incident. The incident commander should assign specific tasks and responsibilities to the team members, and ensure they have the necessary tools and access. The incident commander should also designate a backup or deputy in case they are unavailable or need to transfer the authority.
Establishing a clear command structure is essential for effective incident management. The incident commander must designate roles, responsibilities, and reporting lines to ensure a coordinated response. This structure helps streamline communication, facilitates quick decision-making, and avoids confusion during a crisis. Clearly defined hierarchies and protocols enable efficient deployment of resources and timely execution of tasks. Regular communication and updates within the command structure enhance adaptability as the incident unfolds, ensuring a well-organized and responsive team.
The incident commander should communicate effectively with the team, the management, and the external parties involved in the incident. The communication should be clear, concise, and consistent, and follow the agreed-upon formats and frequencies. The incident commander should provide regular updates on the status, progress, and challenges of the incident, and solicit feedback and input from the team and the stakeholders. The incident commander should also document and record all the communication and decisions made during the incident, and ensure they are accessible and auditable.
Effective communication is paramount in incident management. The incident commander must convey clear and concise information to the response team, stakeholders, and relevant authorities. Utilizing various communication channels, such as radios, digital platforms, and meetings, ensures timely dissemination of critical information. Active listening and feedback mechanisms are equally crucial for understanding the evolving situation. Transparency and consistency in communication build trust and maintain a unified response. Regular updates and briefings keep everyone informed and aligned with the incident's progress, contributing to an efficient and coordinated effort.
The incident commander should learn and improve from each incident, and use the lessons learned to enhance the incident response plan, the team performance, and the personal skills. The incident commander should conduct a post-incident review with the team and the management, and identify the strengths, weaknesses, opportunities, and threats of the incident response. The incident commander should also collect and analyze the data and metrics of the incident, and use them to measure the effectiveness and efficiency of the response. The incident commander should also seek feedback and coaching from peers and mentors, and pursue continuous learning and development.
Learning and improving are integral to effective incident management. Conducting post-incident debriefs allows for analysis of successes and areas needing improvement. Encouraging open feedback from the team and stakeholders helps refine response protocols. Documenting lessons learned informs updates to the incident management plan. Regular training based on these insights enhances preparedness for future incidents, fostering a culture of continuous improvement within the organization.
Organizations should use external partners for material incidents. See my answer to the first section of this article. When developing internal incident commanders, looking outside cybersecurity for those skills can be useful. Incident handling is a skill shared by many types of professions and verticals. Pilots can be excellent incident commanders. So can incident commanders from regional, state, and federal emergency services or law enforcement/military. Hostage negotiators are also great. Although I’ve not seen this, I believe a hostage negotiator coupled with subject matter experts in cybersecurity could be a good combination. Something to think about for sure :P
Considering additional factors is vital for comprehensive incident management. This includes anticipating developments, collaborating with stakeholders, and staying informed about the broader context. Flexibility in strategies and regular plan reviews, along with technological advancements and lessons learned, enhance overall preparedness and resilience.