San dialed into the Triage and announced his name and team name, within seconds all the other relevant teams started dialing in one by one, whenever some one dialed in there was a beep sound, followed by their announcement.
Mr Jenkins made his statement : Seems every one necessary has dialled in, please keep the Bridge updated with information and if any help required done hesitate to contact me.
******** Bridge Opened for ITrade Application Outage **********
Bang on!!
The bridge started the operation,
Can someone please brief the issue?? I understand there is an outage in Itrade Application but don't have the specifics. Said Mr Benedict from the Infrastructure Team,
"We received alerts and then we started investigating the issue.. it seems.. "
"It was I who notified the Support on the incident" Suddenly Cicily screamed cutting sort of San's explanation. Cicily was a business user who unknown to San was also called as High Pitch. She was known to scream and batter her way in calls. "Only after I called was the issue looked into!!"
"Guys Guys Guys!!" Yelled another voice "What is this I am hearing, who is from Support? Why wasnt this looked upon proactively?? We should have notified the stakeholders before they coming to s... I can see a huge gap here.. This is Baldev here" Baldev was the Project Manager for ITrade.
San was perturbed, "What's happening?" He thought, people are more focused on rants than issue resolution. And the gap he was talking about might be in milli seconds!!
San stepped forward. "I am in the shift currently, I saw the alert and promptly followed the protocols.."
"This is not about just following the protocols, we need to communicate fastidiously to the stakeholders. Can you send notification asap!!" Thundered Baldev.
"I already sent .. "
"Send another with the current status that bridge is open and the appropriate steps are being taken to mitigate the Risk associated with the Outage ASAP!"
San head started aching, He looked at Bakhsi who was eating popcorn now sitting in his room. Lucky fellow he thought. He pinged him.
San: Bakshi, i might need some help in driving the call, everybody is banging me left and right
Bakshi: Sorry yaar, I am really busy, I am working on business analytics to forecast which needs to be delivered within 6 months, really busy..
Six months?? You said as if it were 6 minutes!! thought San.
There is no use, San understood, he had to drive the call himself.
Baldev continued his speech. "Cicily I am extremely sorry that this had to come to you to gain traction, we will note this in our AGM Dashboard and will be streamlining the process with Multitude Pipeline methodology. Let's focus on the resolution currently and we will take up the rest with our Post Incident Review call."
San started reviewing the back end scripts now. He was trying to understand the issue as why the process went down in the first place, however he could see the script was more than 1K lines long without any proper documentation.
Mr Jenkins made his statement : Seems every one necessary has dialled in, please keep the Bridge updated with information and if any help required done hesitate to contact me.
******** Bridge Opened for ITrade Application Outage **********
Bang on!!
The bridge started the operation,
Can someone please brief the issue?? I understand there is an outage in Itrade Application but don't have the specifics. Said Mr Benedict from the Infrastructure Team,
"We received alerts and then we started investigating the issue.. it seems.. "
"It was I who notified the Support on the incident" Suddenly Cicily screamed cutting sort of San's explanation. Cicily was a business user who unknown to San was also called as High Pitch. She was known to scream and batter her way in calls. "Only after I called was the issue looked into!!"
"Guys Guys Guys!!" Yelled another voice "What is this I am hearing, who is from Support? Why wasnt this looked upon proactively?? We should have notified the stakeholders before they coming to s... I can see a huge gap here.. This is Baldev here" Baldev was the Project Manager for ITrade.
San was perturbed, "What's happening?" He thought, people are more focused on rants than issue resolution. And the gap he was talking about might be in milli seconds!!
San stepped forward. "I am in the shift currently, I saw the alert and promptly followed the protocols.."
"This is not about just following the protocols, we need to communicate fastidiously to the stakeholders. Can you send notification asap!!" Thundered Baldev.
"I already sent .. "
"Send another with the current status that bridge is open and the appropriate steps are being taken to mitigate the Risk associated with the Outage ASAP!"
San head started aching, He looked at Bakhsi who was eating popcorn now sitting in his room. Lucky fellow he thought. He pinged him.
San: Bakshi, i might need some help in driving the call, everybody is banging me left and right
Bakshi: Sorry yaar, I am really busy, I am working on business analytics to forecast which needs to be delivered within 6 months, really busy..
Six months?? You said as if it were 6 minutes!! thought San.
There is no use, San understood, he had to drive the call himself.
Baldev continued his speech. "Cicily I am extremely sorry that this had to come to you to gain traction, we will note this in our AGM Dashboard and will be streamlining the process with Multitude Pipeline methodology. Let's focus on the resolution currently and we will take up the rest with our Post Incident Review call."
San started reviewing the back end scripts now. He was trying to understand the issue as why the process went down in the first place, however he could see the script was more than 1K lines long without any proper documentation.
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