BIGSHARE OPERATIONs SUPPORT - GRIEVANCE ESCALATION MATRIX (GEM) |
|
Severity |
Primary Contact |
Severity |
First Esclation |
|
|
30 mins |
|
4 Hrs |
BIGSHARE
|
1 |
Global Service Desk |
2 |
On Duty Incident Manager |
 | BSS Executive |
|
 | Ms. Riddhi Vadhaiya |
|
|
|
|
|
Severity |
Second Esclation |
Severity |
Third Esclation |
|
|
8 Hrs |
|
24 Hrs |
BIGSHARE
|
3
|
Head - Service Assurance |
4
|
Head - Service Operations |
 |
Mr. Joy Varghese |
|
 |
Mr. Prasad Madiwale |
|
|
|