Crisis or Table Top test

Crisis Scenario Handling Procedure

1.0 Overview

This document outlines the steps to be followed in case of a crisis-related scenario, including both Tabletop Tests and Actual Events. The objective is to ensure a prompt and structured response to potential or real incidents affecting operations.

2.0 Types of Scenarios

Tabletop Test – A simulated test call.
Actual Scenario – A real incident impacting operations.

3.0 Initial Steps (Applicable to Both Scenarios)

Upon receiving a crisis-related call (test or real), collect the following information:

User Full Name
User Email ID
Center(s) Affected
Process Name
Contact Details
Reporting Manager Name / Email ID
Time of Incident
Impact / Issue (e.g., Fire, Bomb Threat, Power Outage, etc.)
Questions Based on Impact / Issue
(Refer to BCP documents in the Deliverables folder for scenario-specific questions. - FSL - BCP)

4.0 Security Incident Creation (Applicable to Both Scenarios)

Create a Security Incident in the system.
Choose the correct Crisis Scenario type based on the user’s reported issue.
Assign the incident to the Crisis Management Team.

5.0 Communication Protocols

5.1 Tabletop Test

Action:
- Send an email to:
  - Location-wise Members
    (Email recipients list available in ‘CMSC Structure’ ppt file in the Deliverables folder - FSL - BCP)
  - BCP Team
  - Service Desk Mailbox

Call all the CMSC team members according to the location and inform them about the Table top call we received, the scenario and confirm no one is injured, if the member asks for the ticket number we can share that as well.

Email Subject Format:
Table Top Test - [Ticket Number] - [Issue] - [Location]

Email Sample:

Hi Team,

We have received a Tabletop Test Call regarding a power failure scenario affecting Chico location. Below are the details of the simulated power failure scenario:

Location:

Affected Users:

Casualties:

Call Received Time:

Requester:

This is a tabletop exercise, and no actual physical damage has occurred. The purpose is to assess our response and preparedness for handling such an emergency.

Regards,

Your name

5.2 Actual Scenario

Action:
- Immediately initiate a conference call:
  - Include the BCP Team member
  - Connect with the reporting user
- Send an email to:
  - Location-wise Members

(Email recipients list available in ‘CMSC Structure’ ppt file in the Deliverables folder - FSL - BCP)

BCP Team
Service Desk Mailbox

Call all the CMSC team members according to the location and inform them about the actual scenario and the number of people affected if any, and the ticket number if required.

Email Subject Format:
[Ticket Number] - [Issue] - [Location]
Email Sample:

Hi Team,

We have received a Call regarding (issue) affecting (location) location. Below are the details of the issue:

Location:

Affected Users:

Casualties:

Call Received Time:

Requester:

This is an actual issue, and (damage if any or what is affected) has occurred.

Regards,

Your name

6.0 Communication Protocols

6.1 Tabletop Test

After assigning the ticket to the Crisis Management Team, please resolve it by the next day, directly within the Crisis Management Team queue in Steven Cardoz or Syed Imran Ahmed’s name. Please add a note something like 'Table top test, hence resolving' in resolution notes.

6.2 Actual Scenario

After assigning the ticket to the Crisis Management Team, we will receive email from the BCP team that the ticket can be closed. Once we receive that email confirmation, the ticket can be closed directly within the Crisis Management Team queue in Steven Cardoz or Syed Imran Ahmed's name. Please add a note something like ‘As per the confirmation from BCP team resolving the ticket' in resolution notes.

7. BCP Team Contact Info

Name

Function

Phone Num

Vishwanath Rao

Primary Contact

+91 98450 93042

Vishwanath.Rao@firstsource.com

Syed Imran Ahmed

Steven Cardoz

Secondary backup

+91 97314 06785

+91 98928 65256

Syed.ahmed3@firstsource.com

Steven.cardoz@firstsource.com

BCP Team

All members

All above

bcpteam@firstsource.com