Don’t Wait to Escalate: Follow Protocols for Every Incident
If you discover or are notified of a potential issue, remember to follow these guidelines:
Respond to all pages within 15 minutes, if on-call.
Create an incident report as quickly as possible, either by yourself or with your team’s support.
Escalate issues with major impact (Tier 0 or 1) to your manager, ITOC and/or the NOC.
In the first 15 minutes, validate and escalate the issue before you try to solve it.