Customer Incident Management
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Bring order, clarity, and urgency to your most critical incidents
When a major network incident affects systems, users, or key business processes, every minute matters. But slow escalations, fragmented communication and unclear ownership can leave teams scrambling for updates and leadership.
GTT Customer Incident Management gives your organization a dedicated manager accountable for critical events with structure and transparency. They coordinate technical teams, streamline communications, ensure escalation discipline and minimize disruption through proactive, business-aligned governance.
Your teams stay informed and focused. Your operations stay protected.
Stabilizing critical incidents across global environments
Networking incidents are simply inevitable. The speed and clarity of the response determines the outcome and minimizes the impact.
Enterprises often face:
- Delayed or unclear escalations
- Confusing updates or lack of communication
- Difficulty aligning incident responses to business priorities
- Limited visibility into root causes or recurring issues
- Gaps between project transitions and in-life operations
Eliminate this chaos with a single accountable leader who owns communication, escalation, governance and recovery momentum.
With GTT you can:
- Resolve critical incidents faster
- Improve executive and operational communication
- Reduce business impact through structured incident governance
- Surface chronic issues through certified ITIL-aligned problem management
- Ensure operational continuity during high-stakes disruptions
The benefits of GTT’s Customer Incident Management expertise
Faster critical incident resolution with clear accountability
When an incident hits, uncertainty slows down everything. GTT CIMs cut through the confusion.
Without GTT
- Escalations that take too long
- Conflicting updates from multiple teams
- Limited insight into severity or business impact
- Incidents managed reactively without clear owner
- Difficulty identifying recurring root causes
With GTT
- Dedicated incident manager guiding every critical event
- Clear and consistent communication beyond automated alerts
- Rapid escalation and coordination across technical teams
- 24x7x365 global coverage for major incidents
- Certified ITIL-aligned root cause investigation for chronic issues
Results
Faster restoration, reduced downtime, and a calmer, more controlled response during high-impact events.
Transparent communication for executives and operations
The lack of meaningful updates during an incident is often more damaging than the
incident itself. Solve this with structured, business-ready communication strategy.
Without GTT
- Stakeholders left in the dark
- Outdated or inconsistent updates
- No unified view of timelines, impact or next actions
- Confusion across teams during urgent escalations
- Leadership unable to make informed decisions
With GTT
- Clear, timely and role-appropriate communications
- Defined reporting cadence throughout the incident
- Transparent view of impact, actions and estimated resolution
- Customer advocate ensuring your priorities guide the response
- Coordinated handoff between project teams and in-life support
Results
Executives stay informed, teams stay aligned and businesses gains confidence in how critical issues are handled
Governance and continuous improvement that reduce further risk
Every major incident offers lessons, but only if they’re captured, analyzed and acted upon.
Make this an institutionalized process, not an afterthought.
Without GTT
- No clear ownership of follow-up activities
- Limited visibility into underlying patterns
- Repeat incidents with no structured prevention plan
- Lack of coordination between project and support teams
With GTT
- Trend analysis and proactive identification of chronic issues
- Triggered problem tickets for recurring or systemic incidents
- Recommendations for process and platform improvements
- Feedback loops into service, project and technical teams
Results
Fewer repeat incidents, stronger operational resilience and a more mature incident management framework.
Why enterprises choose GTT for critical incident management
- Dedicated incident manager acting as a customer advocate
- 24x7x365 global support for urgent issues
- Clear communication aligned with business impact
- ITIL-driven structure for critical incident and problem management
- Integration with other Professional Services practices such as Service, Technical and Program Management for end-to-end continuity
How Customer Incident Management works
Phase 1
Engagement and setup
- Assign incident manager
- Set communication expectations and reporting cadence
- Define escalation paths and integrate with your processes
Phase 2
Incident handling
- Lead resolution of major incidents and urgent escalations
- Expand communication beyond automated system updates
- Align resolution efforts to business impact and urgency
- Trigger problem tickets for recurring patterns
Phase 3
Continuous improvement
- Analyze incident trends and root causes
- Provide improvement recommendations
- Feed insights to Project, Service and Technical Management
- Strengthen resilience through structured feedback loops
Our program and delivery portfolio
A unified governance model for build, operate and improve phases.
Program Management
Multi-stream, multi-region governance
Project Management
Structured delivery and milestone execution
Service Management
SLA governance and proactive service improvement
Technical Management
Technical oversight and optimization
Related services
Managed SD-WAN
Predictable, application-first performance
Network Security & Operations
Strengthen resilience through managed detection and protection
Secure Connect (SASE)
Unified network and security controls for every location
Bring clarity and control to your critical incidents
Strengthen your response motion with structured governance and a designated incident leader