SEV/INC
This team is the first line of detection for site-level issues and is responsible for submitting Incident Notifications.
What is the Real-Time Ground Crew / Vendor Local RTM?
This RTM service ensures live SLA visibility is maintained across all queues and regions, using forecast, staffing plan, and live queue metrics as key inputs.
What is Real-Time SLA Monitoring (Service #1)?
This abbreviation stands for All Hands on Deck - a real-time response protocol to address coverage or staffing gaps.
What is AHOD?
This river, considered sacred by Hindus, is the longest river in India at over 2,500 km.
What is the Ganges (Ganga)?
This centralized team is responsible for acknowledging, validating, assessing, escalating, communicating, monitoring, closing, and documenting incidents.
What is the Block Command Center / Command Center RTM?
This RTM service delivers 4x daily intraday updates, executive summaries, and operational communications to provide stakeholder visibility.
What is Shared Situational Awareness (Service #2)?
This abbreviation stands for Directly Responsible Individual. The named owner responsible for completing a specific task or action.
What is a DRI?
This Mughal emperor commissioned the Taj Mahal in 1632 as a mausoleum for his wife Mumtaz Mahal.
Who is Shah Jahan?
Ground Crews must provide updated Incident Notifications at this frequency until the issue is fully resolved.
What is every hour (hourly)?
Name the final three RTM services (#5, #6, and #7) in the Block RTM Service Catalog.
What are Incident & SEV Management, Near-Term Lookaheads, and Root Cause & Trend Sharing?
This abbreviation stands for Service Level Agreement. A service performance target that may be impacted by staffing shortages, queue increases, tool outages, or other disruptions.
What is SLA?
With 22 officially recognized languages and over 19,500 dialects, India has this many languages in its Eighth Schedule of the Constitution.
What is 22?
These are the four Slack channels where Real-Time Ground Crew incident communications must be sent.
What are #blockrtm-groundcrew-escalations, #blockrtm-groundcrew-commercemmerce, #blockrtm-groundcrew-frontline, and #blockrtm-groundcrew-risk?
This RTM service produces previous-day recaps, week-to-date summaries, root cause analysis, and improvement recommendations.
What is Daily & Weekly Feedback Loops (Service #3)?
Abbreviation that stands for After Action Review. A post-incident review used to document the incident timeline, impact, actions taken, decisions made, resolution details, what worked, what did not work, and follow-up actions.
What is AAR?
In 2014, India became the first Asian nation to reach Mars orbit on its first attempt with this spacecraft.
What is Mangalyaan (Mars Orbiter Mission)?
This is the 5-phase lifecycle that the Block WFM incident process follows.
What are Detect, Initiate Response, Stabilize and Operate, Recover, and Review and Improve?
This RTM service outputs VTO/OT recommendations, skilling adjustments, queue prioritization, staffing movements, and escalation requests based on SLA thresholds and staffing gaps.
What is Trigger-Based SLA Interventions (Service #4)?
A live coordination call or dedicated response space used during high-severity incidents. Key stakeholders may include the Incident Response Team, Command Center RTM, Vendor Local RTM, Engineering, Operations leaders, and WFM leadership. The purpose is to assess impact, align on response, and maintain communication until resolution.
What is a SEV War Room / Incident Bridge?
India's national rail network is one of the largest in the world, employing over 1.2 million people, making it this country's largest civilian employer.
What is India (Indian Railways)?