"This should be a Severity 1 incident! We need to this to be resolved ASAP!!
The lady on the call started yelling.
San shuddered, "Yes Cicily I am working it.. "
"I am getting another call, let me know the details ASAP!!" She cut the call.
San's ears were filled with the words ASAP. It was easier said than done. He quickly dusted his ears and rubbed his eyes. He looked at the CC (Command Center) chat room and could see a Mr Jenkins respond. He put in a long listing of Issue details in the chat.
Mr Jenkins: Please fill in the below details so that we can raise this as a Major Incident.
Incident Description:
Business Justification:
Incident Ownership
Severity
Incident Queue:
Time of the outage:
Teams required:
OMG! thought San, He knew that he will be asked all these details while shadowing Bakshi, but there was never a single Major Incident in the past one week of Knowledge Transfer. Everything he saw was through some sort of Wiki Documentation.
He quickly started filling the template with whatever information he had. He knew there were situations when even after filling in details The CC guys didn't give a triage stating that the justification was not enough.
Also parallelly he sent out an incident communication using another template he managed to pull out from Wiki.
He pasted the detail in the CC chat room and shivered. There were beads of perspiration on his forehead though the AC in the room was full. He made a quick glance at Bakshi - He had his headphones on now and was swinging left and right making strange hand signals. He is enjoying music while I am facing music here thought San.
Mr Jenkins: Though the issue desription is not fully clear, keeping that this is impacting Trading, I am giving you the Major_INC_2 channel. You will find the dial in details in the channel.
San: Thank you!!
Thank god thought San, Atleast the first step is done. He quickly accessed the Major_INC_2 channel and was about to dial in when his phone again rang. He could see Chandan Sahu who was the Program Manager on the dial pad.
(People used to call him Chan - AKA Jackie Chan,also BP Chan (Blood Pressure Chan). He picked the call.
"Hey is this Sanmugham??"
"Yes chan"
"What the hell is going on? No one from the Support team has opened any Bridge call ? It had been 6 minutes that the incident has been reported?? Have we done the service degradation?? Have we notified the Stake Holders??"
Baap re!! San was dumbfounded. "I have followed the process, have opened the Triage..."
"What process have you followed?? Can you show me the documentation?? " The pounding continued..
Meanwhile in the incident chat Mr Jenkins started pinging asking if someone is joining the call, if not within 10 seconds he had to release the bridge as per the protocol.
"Chan they have opened the incident channel, let me join there to address the issue"
"Ok! " Chan slammed the phone down (San could hear the banging sound). He should be given a BP tablet
The lady on the call started yelling.
San shuddered, "Yes Cicily I am working it.. "
"I am getting another call, let me know the details ASAP!!" She cut the call.
San's ears were filled with the words ASAP. It was easier said than done. He quickly dusted his ears and rubbed his eyes. He looked at the CC (Command Center) chat room and could see a Mr Jenkins respond. He put in a long listing of Issue details in the chat.
Mr Jenkins: Please fill in the below details so that we can raise this as a Major Incident.
Incident Description:
Business Justification:
Incident Ownership
Severity
Incident Queue:
Time of the outage:
Teams required:
OMG! thought San, He knew that he will be asked all these details while shadowing Bakshi, but there was never a single Major Incident in the past one week of Knowledge Transfer. Everything he saw was through some sort of Wiki Documentation.
He quickly started filling the template with whatever information he had. He knew there were situations when even after filling in details The CC guys didn't give a triage stating that the justification was not enough.
Also parallelly he sent out an incident communication using another template he managed to pull out from Wiki.
He pasted the detail in the CC chat room and shivered. There were beads of perspiration on his forehead though the AC in the room was full. He made a quick glance at Bakshi - He had his headphones on now and was swinging left and right making strange hand signals. He is enjoying music while I am facing music here thought San.
Mr Jenkins: Though the issue desription is not fully clear, keeping that this is impacting Trading, I am giving you the Major_INC_2 channel. You will find the dial in details in the channel.
San: Thank you!!
Thank god thought San, Atleast the first step is done. He quickly accessed the Major_INC_2 channel and was about to dial in when his phone again rang. He could see Chandan Sahu who was the Program Manager on the dial pad.
(People used to call him Chan - AKA Jackie Chan,also BP Chan (Blood Pressure Chan). He picked the call.
"Hey is this Sanmugham??"
"Yes chan"
"What the hell is going on? No one from the Support team has opened any Bridge call ? It had been 6 minutes that the incident has been reported?? Have we done the service degradation?? Have we notified the Stake Holders??"
Baap re!! San was dumbfounded. "I have followed the process, have opened the Triage..."
"What process have you followed?? Can you show me the documentation?? " The pounding continued..
Meanwhile in the incident chat Mr Jenkins started pinging asking if someone is joining the call, if not within 10 seconds he had to release the bridge as per the protocol.
"Chan they have opened the incident channel, let me join there to address the issue"
"Ok! " Chan slammed the phone down (San could hear the banging sound). He should be given a BP tablet
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