Operational and Predictive Intelligence - Ideas Portal
Create a self-service automation that will allow the groups to create their escalation instructions to be consumed by the GOC (related or not with monitoring).
The automation should check first if there is any monitoring enabled for that service, in that case, the instructions should not be created. A consultancy should be done to check how the monitoring is configured and in case of P1 and P2 that requires oncall, those events should be shown in the GOC splunk view (previous GOC agreement).
If there is not a monitoring related to the service, the instructions should be created in the IT Operations Instructions KB following a template defined by the GOC.
Feedback loop is closed. An automation through iCare has been created but cannot be delegated to anyone (final user) and as of today this automation is used internally by the Observability product team, the roles and responsibilities about this is being addressed within the Observability Product as it should be clear which Agile team is responsible for it.
The team needs to evaluate if automating this process is something feasible and/or effective taking into consideration this will be only available for a limited time as ideally it will not be needed anymore in the future with the new oncall automation tool.