Please enable JavaScript.
Coggle requires JavaScript to display documents.
Root cause (Process (Didn't follow pick-list Job selection approach…
Root cause
Process
Didn't follow pick-list Job
selection approach in Run Book
Took corrective action
without proper approvals.
Didn't comply with Escalation process
ie. advise On-call Manager (on site)
Didn't advise 4-eyes supervisor or
anyone else about what had happened.
Didn't raise an Incident to
capture details of what happened.
Did not raise this issue at
DOM ~8 hours afterwards.
Environment
EoM batch goes into HC time
causing failure - known error
RPA Health Check (HC) failed
Resource was called at
2:30am IST - drowsy
Ops Team Lead should have
followed up on manual HC.
Service Excellence oversight failed
Team
1st time member was On call
4-eyes shadow ineffective
as it was implemented.
Resource panicked and
made things worse
Preparation for On call was
inadequate in hind sight.
Team IP not shared
as is spread out overly
Low knowledge of impact
of issue on wider system.