The Incident Manager may have to deal with escalations for open incidents and complaints on closed incidents which may be
raised End Users or the business representatives.
Sometimes there could be complaints and escalations due to errors or delays during incident handling as it could have an
impact on business. The Incident Manager should analyze the root cause of the escalation, identify and implement corrective
actions and communicate the same to the Engagement Manager along with other relevant stakeholders.
The Incident Manager should keep the Engagement Manager informed on the escalations and also plan for actions to prevent
recurrence of similar escalations in future. The Incident Manager should work with the Engagement Manager on any complaints
and feedbacks received on Incident Management.
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