You're facing a critical outage situation. How do you keep your cool and act swiftly to resolve it? (original) (raw)

During an outage, it is important to mobilize the entire team that will be involved. Interact with the technical team, inform the crisis management team, contact the customer, actively participate in the war room with the your team and the client, involve the technical support team that will work with you throughout the emergency, try to understand with the client how the problem started, if there was any intermittency, if any changes were made to the system and network, any software updates, if there was any migration of services or equipment. Always try to have a technical basis, this will make you feel calm and you will be able to lead the entire activity in search of a solution. Inform the leaders of the situation and the next steps.