Crisis Management is key in today’s operations for all companies, in particular for telco operators. Telco customers expect that their services are working properly without incidents and interruptions, 24/7. Internal employees count on stable IT tools. Incidents need to be avoided as much as possible due to high available, redundant telco or IT networks. In case incidents appear, customers expect quick restoration and correct communication. Some incidents are straightforward and took a short time. Other incidents are complex and difficult to troubleshoot. Incident Management team within Proximus treats all outages where a predefined impact is exceeded. Incident management process was initially defined for technical outages but can also be used for reputation, fraude and general issues. My presentation will describe the incident management process, organisation and KPI’s at Proximus.
After a big incident in January 2018 with high impact on internet and TV services and major visibility in the press, a corporate program was started to increase the resilience of the Proximus networks. This program focuss on different tracks. Different benchmarks were done with other telco’s. An intensive testing program started to check if the IT and telco networks met the expected resilience targets. By the program, resilience got the needed attention and visibility within the company. My presentation will handle about this resilience program and how this make the difference.
- Crisis Management and Resilience organisation at Proximus
- Never waste a good crisis (Winston Churcill)
- By failing to prepare, you are preparing to fail (Benjamin Franklin)