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TABLE OF CONTENT

  1. Roles & Responsibilities while on duty

  2. Escalation Rules

  3. Mailing Etiquette

Must Watch:
KSS on DCIR Product

ROLES AND RESPONSIBILITIES WHILE ON DUTY

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A handover report must be sent at end of shift documenting incidents logged while on duty and stating clearly all open issues so the next person on shift can continue from wherever the resolution stage is currently at.

Please include:

  1. Status of ATS interchanges (On/off)

  2. Number of incidents tickets raised / closed (Move all open tickets to the app monitoring engineer taking over)

  3. Portal checks (settlement, dispute, authentication checks)

  4. Validation report status; Date of Last validation report sent

  1. Whatsapp DCIR config Updates:

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Bank| DCIR | RESPONSE CODE (transactional failures only)| EFFECT OF RESPONSE CODE FAILURE ON TRANSACTIONS/PORTAL | DATE (Use format YYYYMMDD)

See examples below to guide:

Example : FCMB | DCIR | RC 69 | High response time| 20240621

FIDELITY| DCIR |RC 91 | Intermittent time outs| 20240622

The expectation is for every escalation there be a 30 min follow up to the escalated bank until resolution.

If there is no response after an hour a call must be placed through to the Level 2 1 contact person via the escalation Matrix to ensure there is a response.

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