FUJ00080173
FUJ00080173
MAJOR INCIDENT — Process, Information & Communication Overview
HSD IMT & Major Incident
Technical
SMC Manager High-Level Major Incident Process
Technical Teams
Recovery Inc Third Parties
lanager
‘Major incidentidentified.
Central Infrastructure impacted
‘Multiple sites down in same geographic
‘eason / same exchange
Major
Incitenttriggers.
met?
Incident
Process
IntiaI contact with SDUs / thd parties
Incident Investigation & Diagnosis started.
‘Technical teams mobiised
Diagnostics collected
Incident status clarfied
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tech andoe aedawoip mcovey I I sesenngsenice a SAU
Chat: Service Delvey
Obpeives
‘Send SMSto “Determine current status of Incident
update appropriate: * Business & operation Impact
stakeholders & * Communication plan
update POL SO “Investigation & recovery options.
Impact Details
provided to MIM
‘Attends Tech Bridge /
Represents Technical
Impact Details
Agree time of next TB)
for update on
‘Send SMStocall Tech investigative actions.
Feros esl ;
Provide Tectntal
Unie Toc on I raeTecineat
sec anni nce, UI bang snicn toa
Inpact datas
‘Attends Tech Bridge /
Represents Technical
Teams (ifappicable)
Completes Actions / ensures Technical team
actions are completed
Service Bridge Attends Service Bri
(ifappicable)