Você está enfrentando uma grande interrupção da rede. Como você decide quais tarefas de solução de problemas priorizar?

First, assess the scope: Is it localized or widespread? This determines your approach. Next, check the core infrastructure: power, cooling, and main routing equipment. These are often the culprits in large-scale outages. Then, analyze recent changes: Was there a software update or configuration change? Roll back if necessary. Monitor customer impact and prioritize critical services. Focus on restoring essential functions first. Leverage monitoring tools and logs for quick insights. Don't overlook the basics – sometimes it's a simple cable issue. Remember: Clear communication with your team and stakeholders is key throughout the process. In the heat of an outage, stay calm and methodical. Your expertise will guide you to the solution.

In a major network outage, prioritize troubleshooting by first assessing the scope of impact—identify which systems, users, and services are affected. Focus on critical systems that support core operations. Gather information from logs, alerts, and monitoring tools to pinpoint potential causes. Verify whether failovers and redundancies worked as expected. Once you understand the nature of the issue (total vs. partial outage), start with the highest-impact areas, ensuring that services vital to business continuity are restored first before addressing lower-priority issues.

⚡ Initial Assessment During a Major Network Outage 🔍 Identify Scope: Determine the extent of the outage—how many users and services are affected. 📊 Gather Data: Collect information from monitoring tools and user reports to pinpoint the issue. 🗣️ Communicate with Teams: Collaborate with IT staff to understand any recent changes or anomalies. ⚠️ Prioritize Critical Services: Focus on restoring essential services first to minimize impact on operations. 📅 Document Findings: Keep detailed records of observations for future analysis and troubleshooting. A thorough initial assessment is key to effective prioritization and quick resolution! #NetworkOutage #Troubleshooting #InitialAssessment #ITManagement #CrisisResponse

I have found that the voice is one of the most important tools to gather information from the front line where the outage. Find out from users, what has happened. Ask questions as to what has been done. If a request has been carried out. Often, notes are not accurate, users have been asked to carry out resets and these often are not. Taking on the role of a detective will help, investigate and make notes for your next move.

Starting to think about critical services, appliances, severs, infrastructure or servers only after an incident happened, will sure find out: too late! In my opinion, it is crucial to have such a plan beforehand. Even having a rough plan will allow you to stick to major steps and adapting the plan to a current situation. Not having a plan at hand will leave you lost.

In a major network outage, start by assessing the scope of the impact. Identify which critical services (e.g., communications, financial systems) are down and prioritize those that affect core operations. Gather data from logs, alerts, and monitoring tools to identify the root cause. Check if failover mechanisms or redundancies were triggered properly. Begin troubleshooting by addressing the highest-priority services first, focusing on restoring functionality to those systems that are vital for business continuity, followed by less critical services.

📊 Identify Essential Functions: Determine which services are vital for business operations and user access. ⚠️ Assess User Impact: Focus on restoring services that affect the largest number of users first. 🔗 Evaluate Dependencies: Understand how different services are interconnected to address cascading issues. 💬 Communicate with Stakeholders: Keep affected teams informed about restoration efforts and timelines. 🔄 Implement Quick Fixes: Use temporary solutions to restore critical services while investigating the root cause. Prioritizing critical services ensures minimal disruption and maintains operational continuity! #NetworkOutage #Troubleshooting #CriticalServices #ITManagement #BusinessContinuity

🗣️ Designate Spokesperson: Appoint a team member to deliver consistent updates to all stakeholders. 📅 Set Update Intervals: Schedule regular communication intervals to keep everyone informed on progress. 💬 Use Multiple Channels: Utilize emails, messaging apps, and intranet announcements to reach all users effectively. ⚠️ Provide Clear Information: Share the nature of the outage, estimated resolution time, and impacted services. 🤝 Encourage Feedback: Allow users to report issues and ask questions to foster transparency and trust. A solid communication plan keeps everyone informed and reduces frustration during outages! #NetworkOutage #CommunicationPlan #ITManagement #StakeholderEngagement #CrisisCommunication

I have handled outages where 240,000 global users were affected when their voice services went down. I asked help with my team and my manager Doug, to take on tasks while I concentrated on the fix. Having a share of the communications. Sending out comms, Taking notes made the communications quick and accurate. The notes accurate. For me the fault was fixed quickly as our engineers found the issue. It was my job to verbally hand this over. In less than 30 mins we all had our case fixed. In less than 4 hours, I had the RFO verbally handed over and thanks from the customer and all. They thought it was the hardware, but through our work, we found it was a core link. Working together on a shared plan worked

In a major network outage, the communication plan starts with an initial notification to IT teams, leadership, and affected departments. Provide a brief summary of the issue, affected services, and estimated impact. Regular updates should follow, including progress reports and ETAs, delivered through email, messaging platforms, or internal dashboards. Escalation protocols should be in place to inform leadership of critical updates or delays. Once resolved, send a final update with a summary of the cause and resolution, followed by a post-incident review for lessons learned.

The 1st step is knowing the network architecture, strengths/weaknesses of the design and implementation. There are no shortcuts to this process, documentation is paramount and this helps a great deal in troubleshooting. The hands-on experience developed over the years inform the tasks needed to resolve the issue. The decision process involves prioritizing critical services, estimated MTTR, resource management and more.

The Rca is important to track, for me its important at the end of the fix. If it is assumed too early on, it could lead astray. At the end of Network failures, with a reset to equipment this can loose valuable information. If any reset is carried out then logs should be saved if possible. Resets can only be carried out as a last resort when regaining services is essential. Another danger is if the network is gained by a hacker, at the reset the new config takes over. In real life cases, I can think of where 4 engineers carried out investigations on a raad device. All said that it was good and blamed the Customer kit. When it was picked up by the Level 3 engineer, he found the Isp was at fault. I fed back to the engineers this finding.

Every incident must be analyzed within risk management and further steps to remedy this risk/lower this risk might be taken according to risk regulations and the frame settings of the incident. This analysis needs be done when there is time for a deep analysis, which is why necessary data and intel needs be conserved. Thus, a very first solution might well be a quick and dirty solution, yet a profound solution should be long lasting.