Floor Manager Process in DBA [Escalation Process ]

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SHIFT ENGINEER ESCALATION TO  FLOOR MANAGER. ( Any kind of impact i.e delivery / Business)


Ø  Slippage of Time line:  Technical issues, due to which a scheduled activity is getting delayed beyond planned window. Example Patching or cloning is extending due to technical issues beyond  shift engineer capacity.
Ø  DB Down/ Heart beat/ un responsive ticket:
Ø  Infrastructure: Hardware/ Network/ Connectivity issues that is impacting deliverables Eg: Critical / High tickets in que cannot be addressed due to  internet  or access issue.
Ø  Bandwidth Issues: Delivery challenges due to multiple tickets / tasks in a shift with lesser staffing, that would delay deliverables. Its however responsibility of shift engineer to report such challenges to floor manager.
Ø  Unplanned activities: Client or onsite team have requested for unplanned activity, that could impact other shift deliverables.
Ø  All above case its responsibility of respective technology Shift Engineer to report issue immediately to Floor manager.





Ensure YOU follow the  below GUIDELINES.
  1. Pause SLA should be used ONLY for “Client Awaited request”.
  2. Do not  assign ticket directly to onsite team / client ,  without approval from respective Technology Leads / Offshore SDM’s .
  3. All “DOWN Tickets” should be resolved  within 15 minutes. For any questions / doubt contact “Floor Managers” and have that escalated appropriately to next level as required.
  4. Follow Floor Manager & US off-hours support  escalation process,  as per attached Guide lines .
  5. All “UNPLANNED MAINTENANCE TASKS”  like patching/ cloning etc should be immediately reported to Floor Managers and escalated internally as per the defined process.
  6. Ensure below guide lines are followed before you leave your shift:
    1. Shift Handoff document is complete  in all respect and should have latest information.
    2. Important tasks like VPN logoff, Ticket escalation report, Time sheet entry etc  should be completed.
    3. Any discrepancy in shift handoff should be immediately reported to leads / managers.
  7. “Password” should be shared as per attached document.
  8. “Change Management” process should be followed for ALL local & international customers (unless explicitly defined ef SF)  as per attached Guide Lines. This process is applicable for ALL Teams.
 

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