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- If this happens during the weekend, the weekend on-call supervisor should be called. If you can not reach the on-call in a timely manner then try the next supervisor in line.
- Monday - Friday the on-call is the person who is scheduled to be on-call that weekend. ( So Mon - Sun is the same person. )
- For each incidence send incident send an email to csc leadership stating who was called (and if they were reached,) and what the issue was. This is similar to sending email when contacting an admin. Log it as well.
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- IOC Log - Can search for past incidents that were similar
- IOC mailing list - search back through old emails
- Other IOC staff members on shift
- CMDB and Rosetta list for on-call info and escalation escalation. Can also search Org Chart in Success Factors.
- Wiki
Phone Bridge
When Service Alerts occur the Service Management office may open the phone bridge. This allows incident managers to discuss progress and communication about the alert while the admins are actually working on the issues. The bridge is joined by calling into 49-62500. If a Phone Bridge situation arises, an email with "High Importance" priority should be sent to ***CSC/IOC management email inserted here*** to alert the supervisors.
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