Escalation to NOC 3: Procedure for Handling Service Health Incidents

1. Incident Notification

When an event or incident occurs, the Trofeo system automatically creates a corresponding ticket.

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Upon opening the ticket:

    Update basic ticket information:

        - Assign the ticket to yourself.

        - Set the correct ticket category.

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Below the ticket details, you will find a field containing information from Microsoft management and security systems, including a link to the event or incident.

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Follow the link and:

    - Select the correct account.

    - Navigate to the appropriate directory within the account to access the required information.

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2. Identify a Service Health Incident

If Azure Service Health in the Azure Portal shows that a service is unavailable or degraded in a region or availability zone and alerts indicate that one or more client services are unhealthy, you must escalate to NOC 3.

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Select the relevant incident and gather:

    - Problem details (what the issue is)

    - Recommended actions

    - Affected resources

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3. Verify Impacted Resources

Check the Impacted Resources tab (if available) to confirm which client resources are affected.

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4. Escalation Process

Take screenshots of:

    - Recommended actions

    - Impacted resources

Add these screenshots to the Trofeo ticket notes.

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Change the ticket status to Escalate to NOC 3 and save the ticket.

Special Cases:

If Service Health shows a regional or zone outage but no alerts for client services:

    - Set ticket status to Monitoring.

    - If the issue persists until the end of the shift, escalate to NOC 3.

5. Escalation Timing

07:00 - 20:00 ET: Escalate if the affected service does not return to healthy within 15 minutes after the alert was seen.

20:00 - 07:00 ET: Escalate if the affected service does not return to healthy within 30 minutes after the alert was seen.

6. Handling Multiple Tickets

Each Azure update may create a new Trofeo ticket.

If the team has already escalated the Service Health incident to NOC 3, any subsequent tickets related to the same incident can also be escalated after confirming they are linked.