[OR] Support Team Roles and Responsibilities in Operational Resilience

Roles and Responsibilities in Operational Resilience

Support Team

It is important to note that the specific structure and functions of support teams within an operational resilience organisation will vary depending on its size, industry, and particular needs.

Within an operational resilience organisation, the definition of a "support team" can vary depending on the specific structure and size of the organisation.

However, generally, support teams refer to groups of individuals who provide specialised expertise, resources, and services that indirectly contribute to the overall operational resilience posture of the organization.

These teams typically operate behind the scenes, supporting and enabling the frontline operational teams to effectively mitigate risks and respond to disruptions.

Here are some common types of support teams found within operational resilience organizations.

Internal Audit

• Conduct independent assessments of the operational resilience program's effectiveness and adherence to established controls.
• Identify potential vulnerabilities and weaknesses in the program.
• Provide recommendations for improvement and monitor their implementation.

Risk Management

• Analyze and assess organisational and operational risks, identifying and prioritizing potential threats.
• Develop and maintain a comprehensive risk management framework that aligns with operational resilience objectives.
• Provide guidance and support to operational teams in managing their specific risks.

Information Technology (IT)

• Ensure the security, reliability, and availability of critical IT infrastructure and systems that support core operations.
• Implement and maintain cybersecurity controls, responding effectively to cyber threats and incidents.
• Support business continuity and disaster recovery planning for IT systems, ensuring critical operations can resume quickly after disruptions.

Human Resources (HR)

• Develop and deliver training programs to equip employees with the knowledge and skills to contribute to operational resilience efforts.
• Maintain employee records and ensure their accessibility in case of disruptions.
• Support employee well-being and preparedness during incidents and recovery efforts.
• Manage absenteeism and ensure adequate staffing during disruptions.

Legal and Compliance

• Ensure compliance with relevant regulations and industry standards related to operational resilience.
• Advise on the legal implications of operational disruptions and incidents.
• Manage contracts and relationships with third-party vendors to ensure their resilience alignment.

Facilities Management

• Maintain the safety, security, and functionality of physical infrastructure and facilities that support critical operations.
• Develop and implement business continuity plans for facilities in case of disruptions.
• Respond to and recover from physical incidents impacting facilities.

Communications

• Develop and implement communication plans for internal and external stakeholders during incidents.
• Provide timely and accurate information to stakeholders during disruptions and recovery efforts.
• Manage public relations and media inquiries related to operational incidents.
• Support employee communication and engagement throughout the resilience program.

Summing Up ...

Support teams may be centralised within a dedicated operational resilience department or embedded within other relevant functional departments.

Their roles and responsibilities will vary depending on the organization's size, industry, and risk profile.

Effective collaboration and communication between support and operational teams are crucial for a holistic and successful operational resilience program.

Overall, support teams are critical in enabling and empowering the operational teams to mitigate risks and respond to disruptions effectively. They provide valuable expertise, resources, and services that underpin the organization's resilience.