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Process Version: 1.1

Incident Management for Network

Operations Centre (NOC) Team
Velocis System Pvt Ltd.

Document Version: 1.1

Document Date: [03-July-2023]

Document Summary:

Policy Category Common

Policy ID

Version Number Version 1.1

Effective Date 03-July-2023

Owner Manas Ranjan Sahoo

Approved By Rajnish Manrai

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Document Status Final Release

Document Label Internal

Revision History

Version Date Prepared/ Reviewed by Approved by Reason for Change

Revised by

1.0 03-07-2023 Vivek Rajnish Manrai Rajnish Manrai Initial Draft

Sankhyan

1.1 20-12-2023 Vivek Rajnish Manrai Rajnish Manrai No Changes required

Sankhyan as reviewed only.

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Table of Contents:

Introduction

Incident Management Overview

2.1 Definition
2.2 Objectives
2.3 Scope

Roles and Responsibilities

3.1 NOC Team
3.2 Incident Manager
3.3 Support Teams

Incident Management Process

4.1 Incident Identification and Logging
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4.2 Incident Categorization and Prioritization

4.3 Incident Investigation and Diagnosis
4.4 Incident Resolution and Recovery
4.5 Incident Closure and Documentation

Incident Management Tools and Systems

Escalation and Communication

Reporting and Metrics

7.1 Incident Management Reports
7.2 Key Performance Indicators (KPIs)

Continuous Improvement

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1. Introduction:

This document outlines the incident management process for the

Network Operations Centre (NOC) team at Velocis System Pvt. Ltd. It
provides an overview of incident management, roles and
responsibilities, the incident management process, tools, and systems
used, escalation and communication, reporting and metrics, and
continuous improvement.

2. Incident Management Overview:

2.1 Definition:
Incident management is the process of effectively and efficiently
responding to and resolving incidents to restore normal operations and
minimize the impact on business services.

2.2 Objectives:

Minimize the impact of incidents on business operations.

Restore services within agreed-upon service level agreements (SLAs).

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Ensure timely and accurate communication throughout the incident

lifecycle.

Continuously improve incident response and resolution processes.

2.3 Scope:
Incident management covers all unplanned interruptions or disruptions
to IT services, including hardware, software, network, and application-
related incidents.

3. Roles and Responsibilities:

3.1 NOC Team:

Promptly identify and log incidents.

Conduct initial triage and investigation of incidents.

Collaborate with support teams for incident resolution.

Update incident status and communicate with stakeholders.

3.2 Incident Manager:

Oversee the incident management process.

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Coordinate incident response and resolution activities.

Escalate critical incidents as necessary.

Ensure adherence to incident management procedures and SLAs.

3.3 Support Teams:

Provide technical expertise and support for incident resolution.

Collaborate with the NOC team and Incident Manager during incident
investigations.

Escalate incidents to higher-level support teams as required.

4. Incident Management Process:

4.1 Incident Identification and Logging:

Promptly identify incidents through monitoring systems, user reports,

or automated alerts.

Log incidents in the incident management tool or system.

Capture relevant details such as incident description, impacted services,

and initial impact assessment.

4.2 Incident Categorization and Prioritization:

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Categorize incidents based on their nature, impact, and urgency.

Prioritize incidents based on their severity and potential impact on

business operations.

Assign appropriate incident priorities and escalation levels.

4.3 Incident Investigation and Diagnosis:

Conduct a thorough investigation and analysis of incidents.

Diagnose the root cause and underlying issues.

Engage necessary support teams and subject matter experts for

incident resolution.

4.4 Incident Resolution and Recovery:

Implement appropriate actions to resolve incidents.

Communicate incident status and progress to stakeholders.

Continuously monitor the resolution process and make necessary

adjustments.

4.5 Incident Closure and Documentation:

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Confirm the successful resolution of incidents.

Close incidents in the incident management tool or system.

Document incident details, actions taken, and lessons learned for

future reference.

Incident Management Tools and Systems:

Everest & Service NOW

6. Escalation and Communication:

Establish clear escalation paths and procedures for incidents.

Define communication channels and protocols for incident updates and

notifications.

Ensure timely and accurate communication with stakeholders

throughout the incident lifecycle.

VNOC Escalation Matrix

Escalation Level Authorised Contact details Escalation Duration (in Hours)

Email: [email protected]
Level 0 Escalation level 0 (24 *7) (1 Hrs)
Contact Person: Vnoc Engineer

Contact Number: 0120-6737689,84,91

Mr.Kiripashanker Tiwari
Level 1 Escalation level 1 (24 *7) (2 Hrs)
Mr.Nakul Sah

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Email:[email protected]
[email protected]
Contact Number:8448785811
9036483789
Contact Person: Mr.Vivek Sankhyan
Mr.Manas Ranjan Sahoo
Email: [email protected]
Level 2 Escalation level 2 (24 *7) (3 Hrs)
[email protected]
Contact Number:9015050847
9711975637

Contact Person: Mr.Rajnish Manrai

Level 3 Escalation level 0 (24 *7) (4 Hrs)
Email :[email protected]

Contact Number:9910585252

7. Reporting and Metrics:

7.1 Incident Management Reports:
Generate regular incident management reports, including incident
volume, response times, resolution rates, and customer satisfaction
ratings.

Share reports with relevant stakeholders, such as management and

support teams.

7.2 Key Performance Indicators (KPIs):

Define and track KPIs to measure the effectiveness and efficiency of

incident management.

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Examples of KPIs include mean time to respond (MTTR), mean time to

resolve (MTTR), and incident closure rates.

Continuous Improvement:

Regularly review incident management processes and procedures for

areas of improvement.

Incorporate lessons learned from post-incident reviews into future

incident management activities.

Encourage feedback and suggestions from the NOC team and

stakeholders for process enhancements.

Call Flow :

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Velocis System Pvt Ltd

A-11, Block A, Sector 67, Noida, Uttar Pradesh 201301

Document Ended

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