Workflow

The analyst is responsible for triaging alerts/alarms/incidents/events, resolving trips (asset outages), and diagnosing alerts/alarms/events/incidents. Quality and accuracy are critical. Typical response requirements can include:

• Priority Alert recommendations to the customer control room are required within 30 minutes.
• A resolution email to the customer is required within 45 minutes.
• Other alerts should be dispositioned within 23-40 minutes.
• Complex alarms should be resolved within 24 hours after consultation with the customer, on-site engineers, and other appropriate resources to determine the root cause.