Smart Duty Manager - On-Call Management & Critical Incident

Pricing: Pricing is customized according to your requirements and eligibility. To receive a quote, please request a private offer.

Assessment & Deployment Duration: Depending on routing complexity, integration requirements, and customer environment readiness

Overview: Smart Duty Manager is an intelligent incident call handling, escalation, and on-call management solution designed to ensure critical business and IT support calls receive immediate attention from the appropriate support personnel.

Organizations operating 24x7 support functions often face challenges in managing after-hours calls, ensuring on-call engineer availability, coordinating incident response, and maintaining consistent escalation procedures. Delayed responses to critical incidents can result in service outages, operational disruptions, customer dissatisfaction, and increased business risk.

Smart Duty Manager addresses these challenges by providing a centralized platform that automates caller identification, incident notification, duty roster management, escalation workflows, and stakeholder communications. The solution automatically routes critical support requests to the assigned on-call engineer based on schedules, skill groups, escalation policies, and business priorities.

Built on Amazon Connect and AWS cloud services, Smart Duty Manager supports real-time notifications across multiple communication channels including email, SMS, Microsoft Teams, and mobile devices. The solution maintains a complete audit trail of incident dispatches, acknowledgements, escalations, and response actions, ensuring accountability and operational transparency.

By automating incident dispatch and escalation management, organizations can reduce response times, improve service availability, strengthen operational governance, and enhance business continuity.

Key Features:

1. Automated Caller Information Capture

• Automatically captures caller details and support request information.
• Records caller identity, phone number, timestamp, and incident details.
• Reduces manual effort during incident intake.
• Improves incident tracking accuracy.

2. Real-Time On-Call Engineer Notifications

• Immediate alerting of assigned on-call personnel.
• Multi-channel notifications via email, SMS, and collaboration platforms.
• Faster awareness and response to critical incidents.
• Reduced response delays.

3. Intelligent Call Dispatch

• Routes support calls based on skill, availability, and duty rosters.
• Supports priority-based escalation workflows.
• Ensures incidents reach the appropriate support engineer.
• Minimizes operational bottlenecks.

4. Duty Roster Management

• Centralized management of on-call schedules.
• Support for multiple teams and business units.
• Automated assignment of duty personnel.
• Simplified resource planning and coverage management.

7. Escalation Management

• Automated escalation for unanswered calls or delayed responses.
• Configurable escalation hierarchies and workflows.
• Support for multi-level escalation paths.
• Improved SLA compliance and incident governance.

8. Email-Based Incident Dispatch

• Automatically generates and sends incident notifications via email.
• Provides incident context and response instructions.
• Supports distribution groups and stakeholder notifications.
• Accelerates incident coordination.

9. Weekend & After-Hours Support Coverage

• Supports 24x7 operational coverage. * Automated handling of weekends, holidays, and after-hours incidents.
• Ensures continuous support availability.
• Reduces dependency on manual call forwarding processes.

10. Audit & Tracking Capabilities

• Complete incident history and activity tracking.
• Escalation audit trail and notification logs.
• Response time measurement and reporting.
• Improved compliance and operational accountability.

Benefits:

• Ensure critical support calls are never missed.
• Improve service availability and operational resilience.
• Accelerate incident response and resolution.
• Reduce manual effort associated with incident dispatch and escalations.
• Strengthen business continuity and after-hours coverage.
• Improve accountability through automated tracking and audit trails.
• Increase operational efficiency through intelligent automation.
• Enhance support team productivity and coordination. Improve compliance with service-level agreements (SLAs).
• Enable scalable incident management across multiple teams and locations.

Key AWS Resources Used:

• Amazon Connect
• AWS Lambda
• Amazon Simple Notification Service (SNS)
• Amazon DynamoDB
• Amazon S3
• Amazon CloudWatch
• Amazon EventBridge
• Amazon Simple Email Service (SES)
• AWS Identity and Access Management (IAM)
• Amazon API Gateway