Runbook Example: Incident Management with Escalation Paths

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1. Introduction

This runbook outlines the escalation paths, procedures, and roles required for effective incident management. It is designed to provide clear guidelines to ensure that incidents are resolved promptly and minimize the impact on business operations.

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2. Escalation Triggers

Escalation should be triggered under the following conditions:

• Severity of Impact: When an issue affects critical systems, safety, or key business functions, escalate immediately.
• Time Thresholds: If an incident is unresolved within a designated time frame, trigger escalation.
• Lack of Resolution: Escalate if initial troubleshooting steps do not resolve the issue or if the problem recurs.

3. Escalation Procedures

1. Step-by-Step Instructions:
   • Step 1: Identify the need for escalation based on predefined triggers.
   • Step 2: Collect all relevant information, including error messages, troubleshooting steps taken, and any impact assessment.
   • Step 3: Notify the next level of support using the specified communication channels (details below).
   • Step 4: Document the incident status and escalation actions taken.
2. Contacts and Communication Channels:
   • Level 1 Support:
     • Contact: On-Call Responder
     • Communication: Slack, PagerDuty, or Phone
     • Response Time: Immediate
   • Level 2 Support:
     • Contact: Subject Matter Expert (SME)
     • Communication: Email, Microsoft Teams, or Direct Phone
     • Response Time: 15 minutes
   • Level 3 Support:
     • Contact: Senior Leadership / Cross-Functional Teams
     • Communication: Email, Zoom, or Emergency Contact Number
     • Response Time: 30 minutes
3. Documentation Requirements:
   • Incident Details: Description, timestamp, and severity level
   • Actions Taken: Troubleshooting steps, tools used, and observations
   • Escalation History: Contacts notified and response outcomes

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4. Roles and Responsibilities

• Incident Responder:
  • Responsibilities:
    • Recognize triggers for escalation.
    • Collect and document relevant incident details.
    • Follow escalation procedures and notify appropriate contacts.
• Operations Manager:
  • Responsibilities:
    • Define and maintain escalation paths in runbooks.
    • Assign ownership and ensure procedures are up-to-date.
• Subject Matter Expert (SME):
  • Responsibilities:
    • Take over escalated incidents from Level 1.
    • Use expertise to resolve issues and communicate with responders.
• Senior Leadership / Cross-Functional Team:
  • Responsibilities:
    • Provide decision-making and support for high-severity incidents.
    • Manage communications and coordinate with external teams if necessary.

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5. Escalation Levels

1. Level 1 (Initial Response):
   • Handled By: On-Call Responders
   • Actions: Perform initial troubleshooting, document findings, and escalate if unresolved.
2. Level 2 (SME Support):
   • Handled By: SMEs with specialized knowledge
   • Actions: Deep dive into the issue, consult documentation, and collaborate as needed.
3. Level 3 (Executive Escalation):
   • Handled By: Senior Leadership / Cross-Functional Teams
   • Actions: Address widespread impacts, make strategic decisions, and communicate with stakeholders.

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6. Automation and Notification

1. AWS Tools for Automation:
   • AWS Systems Manager Incident Manager: Automates escalation workflows.
   • Amazon SNS: Sends automated notifications to predefined groups.
   • AWS Lambda: Executes automated tasks, such as diagnostics and alerting.
2. Example Automation:
   • When CPU usage exceeds 90% for 10 minutes, automatically notify Level 1 responders via Amazon SNS.
   • If unresolved within 30 minutes, trigger a Level 2 escalation through AWS Lambda and notify SMEs.

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7. Communication During Escalation

• Real-Time Communication: Use Amazon Chime or Microsoft Teams for immediate collaboration.
• Incident Updates: Send status updates every 15 minutes for active incidents.
• Post-Incident Reporting: Compile and share a report detailing the incident, actions taken, and resolution.

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8. Supporting Documentation

• Escalation Path Document: Reference guide with triggers, contacts, and escalation procedures.
• Training Materials: Includes scenarios, drills, and practice sessions for effective escalation handling.

9. Continuous Improvement

• Review and Update: Regularly review escalation paths to ensure relevance and efficiency.
• Training: Conduct quarterly drills and training sessions to keep teams prepared.