Risk R003.1: Implement Incident Management Process for Operations Engineering

[jasonBirchall]

User Need

As a member of the operations engineering team, I want to have a clear, structured incident management process so that we can efficiently handle incidents, such as CVE vulnerabilities in Python dependencies, with minimal impact on our services and users.

Value

Implementing a structured incident management process will enable us to respond to incidents more effectively and efficiently. This will help minimise the impact on our services and reduce the risk to production services, ultimately leading to improved service stability and user trust.

Functional Requirements:

• [ ] Develop a comprehensive incident management process based on the provided template.
• [ ] Ensure the process includes clear steps for confirming, declaring, and managing incidents.
• [ ] Integrate the process with existing communication channels like Slack for timely alerts and updates.

Non-Functional Requirements:

1. The incident management process must be easy to understand and follow for all team members.
2. Ensure the process allows for quick escalation and resolution of incidents.

Acceptance Criteria:

1. The incident management process is documented and readily accessible to all operations engineering team members.
2. The process clearly outlines the steps to be taken during an incident, including role assignments and communication protocols.
3. A test incident is successfully managed using the new process, demonstrating its effectiveness.

Notes:

• Cloud Platform's incident management process: https://runbooks.cloud-platform.service.justice.gov.uk/incident-process.html#5-end-the-incident

[AntonyBishop]

No longer required.