Primary/Product Specialist Team Coverage/Support for Major Holidays.
Background/Problem:
No incident follow-up or insufficient research
Late initial response to ipcc messages and new incidents
Guidelines:
Normal procedure but not favor
Outstanding & new incidents
Ownership change (xfer/esc)
Transfer back if determined best for customer satisfaction or requested
Process:
Preparation:
Team Managers update Support Calendar with public holiday info as early as possible.
Team Leads(s):
- set up pre and post holiday review meetings
- reviews/compiles holiday team's issues requiring attention.
Review Meeting (Last workday before holiday):
- hand over cases requiring special attention during holidays
- backup team takes case ownership
Holiday (during):
- Backup team's Team Lead/manager:
- Assigns Support eng. to monitor/follow up on cases
Monitors cases
- 'ipcc messages' responded by 'pager' engineer on duty for holiday team work hours.
- Cases monitored/handled by backup engineer
- Monitor 'Responses Due - Backlog' Dashboard.
Day after completion of Holiday:
- Post Holiday Meeting (Conducted by Team Lead)
- Review/hand over cases best handled by original team or current team.
- Original team takes case ownership
- Team leads notify Support engineers of stay/transferred IRs.
Tools:
- Template of progress summary
- E-mail distribution group,