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GSEEscalationEngineeringEscalationProcessStantonXuAug2015
TeamMissionOrgChart/ScopeGEOCoverageandTimeCoverageSchedulerServiceLevelAgreementTools-JIRAAgenda
Provide24x7follow-the-sunescalationsupportforallGSEsolutionsCloselyworkwithGSEengineeringorsustainingteamsSupportCustomerService/ManagedServiceoncustomerescalationsCoverseDA/PIE/EHC,andeventuallyforallsolutionsTeamMission
GSOGSEGSESWGSEEEHopkintonHopkintonHopkintonCorkCorkCorkShanghaiShanghaiShanghaiOrgChart
ScopeeDiscoveryandAnalytics/PIE2inHopkinton,2inCork,2inShanghaiStartingfromQ1’15EHC1inHopkinton,1inCork,1inShanghaiStartingfromQ3’15VSPEX,SP,SAP,Oracle,Trackingonly*Teammemberwillhavemajorfocus,buteventuallywillbecrosstrainedtobackupeachother
GEOCoverageGSEEEteamwillhavemembersin3sitesgloballyHopkinton,US(EasternTime,UTC–5:00)Shanghai,China(BeijingTime,UTC+8:00)Cork,Ireland(CorkTime,UTC)EEcoverageandcontactinfoispublishonGlobalSchedulerCellphonenumber(forSev1),emailWeekendcoveragePublicholidaycoverageEscalationmanager
3-hourgapRegularworkinghours8:30am5:00pm9:00am6:00pm9:00am6:00pmShanghaiHopCork3-houroverlap2.5-houroverlap
Cork(8.5hours)Hop(12hours)Shanghai(12hours)5:00pm/12:00pmProposedWorkingCoverage
-daylightsaving(Mar8,2015–Nov1,2015)8:30am/3:30amCork-1Cork-29:00am6:00pm11:00am8:00pmHop-1Hop-27:30am/7:30pm4:30pm/4:30amSH-1SH-29:00am/9:00pm6:00pm/6:00am2.5-houroverlap3-houroverlap0.5-houroverlap2.5-houroverlapforeDAforEHCCork-3Hop-3SH-38:30am/3:30am5:00pm/12:00pm11:30am8:30pm7:00am/7:00pm4:00pm/4:00am
Cork(8.5hours)Hop(12hours)Shanghai(12hours)5:00pm/12:00pmProposedWorkingCoverage
(Now–Mar7,2015;Nov1,2015–Mar13,2016)8:30am/3:30amCork-1Cork-29:00am6:00pm11:00am8:00pmHop-1Hop-28:30am/7:30pm5:30pm/4:30amSH-1SH-29:00am/8:00pm6:00pm/5:00am1.5-houroverlap3-houroverlap0.5-houroverla
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