Where this shows up

An outage on a customer-facing banking channel is visible immediately — to customers, to the business, and often to regulators and media. Yet many incident processes still route these through the same queue and escalation path as internal, low-visibility issues, costing critical time in the first minutes of an incident.

How we approach it

• Define major incident criteria specific to customer-facing channel impact, with automatic escalation.
• Build a command structure and communication cadence for customer-facing major incidents.
• Coordinate technical response with customer communications and, where relevant, regulatory notification.
• Run structured post-incident reviews focused on time-to-detect and time-to-communicate, not just time-to-fix.

What changes

• Faster detection and escalation for customer-facing outages
• Coordinated communication instead of conflicting messages
• Continuous improvement in time-to-detect and time-to-communicate