Major Incident Management Process Update

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 Major Incident Process Update

 Mandate process to be for all Managed Services accounts

 If any valid MI (P1 incident) or potential MI (critical P2 incident) received by any support team, within 10 minutes this should be notified
to Track lead, Cross Functional Team and Offshore Delivery Manager
 Support team should acknowledge the ticket and work on the issue
 Cross Functional Team will fill the MI notify template and send to GMIM Notification desk gmim.notificationdesk@wipro.com within 15
minutes
 CFS Team will open bridge call within 15 minutes and involve TSG and relevant team members to know more about MI
 If TSG is aligned on the issue with team, will merge TSG in GSD bridge
 Other than P1/P2, filled SME request can be sent to GMIM team copying CFS team
 Frequent updates should be sent to GMIM team till incident is resolved (By GSD/Cross Functional/Support team)
Note: TSG team will contact Tower/Sub Tower Lead to understand the architecture and environment.
CFS Team – Deepa Deenadhayalan, +91 9176102069

MI Notify SME Request Tower_Sub

Template Template Tower_Technology_Escalation

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