1. Crisis Management Plan
Dell International Services - Hyderabad
Blue Book Version 1.0

2. Site Response Team EMERGENCY CMT SRT Representatives Dell Confidential
Rajeev Kapoor
(Site Director)
Kiran Kalluri (CTS/SE)
Tapan Sabarwal (AM CTS)
Jagmohan Marwah (Care UKI/Canada)
Arvind Shukla (AM CTS)
Manish Gupta (EMEA Sales DHS)
Ashwin Kumar (AM EMEA /Canada CC)
Nicolai Moresco (EMEA Sales SMB)
Behzaad Habibi (EMEA Sales DHS)
Ashok Prithviraj
(GFS)
Amit Ranade (ABOCC)
Ramesh Devrakonda (EMEA Sales DHS )
Mani Shyam (Canada Sales)
Puneet Oswal (EMEA Sales DHS )
Mohit Verma (Training)
EMERGENCY
Deepika Reddy
(HR)
Rajesh Hedge (EMEA Sales SMB )
Harkirat Bedi (Global Online Order Ops)
Chitra Rajan(EMEA Sales SMB )
Nitin Sehgal (AM GFS)
Rajesh T (ABO CC)
Narayan Devireddy
(IT - GDC)
Sheel Majumdar (HR)
Sundeep Kunchala(IT GDC)
Aejy Alias (Training)
Murli Ganpathi (AM EMEA EBox)
Bhupesh Bhatt
(IT)
Shyam KT (IT)
VB Krishna (AM GFS)
Amit MK (GFS)
Anand Ramanarayan
(Finance)
Raj Shekar (IT GDC)
Arindam Saha (Finance)
Kiran Kumar Chaparala
(Security)
Roopesh Verma (Security)
CMT: Crisis Management Team
SRT: Site Response Team
Ajay Arora (Corp Communications)
Shakila Rahim (Corp Communications)
Priyadarshan Pagdi
(Facilities/ Transport)
Pramod Reddy (Transport)
A Srinivasu (Facilities/ Transport)
Hanumantha Rao SVS (Facilities)
Mohit Gaur
(CCO Manager)
Thota Phanimadhav (CCO Lead)
Subhodh Subramanian (Capacity Planner)
Malay Sarkar (CCO Lead)
T Ganesh
(EHS)
A Srinivasu (EHS)
Ravichandra Naineni
(Cons sales CCO Manager)
P, Udayshankar (Sales CCO)
Arvind Degala( Sales CCO)
Dell Confidential

3. Key Contact Details
Dell Confidential

4. Key Contact Details
Dell Confidential

5. Riots / War / Political Uprising / Bandh
Probability Low Impact High
Impacted Items / Businesses
Employee Transport System, All BU’s
BCRP Strategy
To thoroughly validate affected areas and plan alternate routes for employees to reach back home
To redirect customers to alternate sites for un-interrupted customer service.
Contingency Actions
Transport Head & SRT to assess the scale of impact, the level of emergency and condition of vehicles movement in tri-city using the severity level classification.
If severity level > 4, all members of SRT will be informed
CCO to inform Global CCO; if possible outage > 25% & transport delay > 4 Hrs; for redirection of calls
Logistics team to become active and undertake subsequent implementation activities.
Transport helpdesk and Emergency toll number to be activated for concerned employees / parents.
Alternate transport routes to be identified or Alternate transport arrangements to be made by Transport Team.
In house bedding to be arranged for employees not able to go home by the Facilities Team and extra food arrangements to be made by Facilities team.
Communications to be sent out to staff members periodically on the present conditions via Periodic announcements on Public address system and Mail ALL “DIS”.
Close the Invoked disaster plan when normal routes available / city safe for plying vehicles on confirmation from the police station. Information to this effect to be conveyed by SRT
Click Here for detailed plan
RCCO Help Desk
WCCO Help Desk
GCCO Help Desk
Priyadarshan Pagdi – Facilities
Manager
Rajeev Kapoor – Site Lead
Kiran Kumar Chaparala – Security
Pramod Reddy – Transport
Key Contacts
Dell Confidential

6. Riots / War / Political Uprising / Bandh
Activity
Owner
Trigger about the possible Riots/War/Political Uprising/Bandh
Facilities/Security/Employee/Other Media
Confirmation on Outage/Riots/War/Political Uprising/Bandh post trigger
Security
Inform all necessary stake holders about the Bandh - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner, Facilities Manager
Communication on Invoking BCRP - Media: Mail, Phone ; Audience - CCO Director, CCO Manager, Capacity Planner, Facilities Manager
Site Director's Office
Inform relevant stake holders about the Bandh - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites
RCCO
Arrange for Bedding, Food, Power Backups
Facilities
Provide information about Lady Employees and Employees staying within 5KM range from the facility.
Facilities/Transport
Provide regular updates - Media: Mail; Audience - Site Director, CCO Director, Manager, Capacity Planner.
Security/Facilities
Plan as per the info obtained from Facilities/Security Team, check for Hours & Days of impact.
Check for Queues which DO and DO NOT have backup site.
Invoke BU specific Contingency Plan
Approval on Early Logouts & Logins.
Approval on holding back Employees post their shift timings, Food .
Update relevant stake holders about the Contigency Plan - Media: Bridge, Mail - Audience - BUs, GCCO & Back Up Sites
Provide regular updates on Queue Performance - Media: Bridge, Mail; Audience - Site Director/s, PDs, AMs, GCCO, Back Up Site.
Information on Evoking BCRP - Media: Mail; Audience - Site Director, CCO Director, CCO Manager, Capacity Planner
Facilities/Security/Site Director's Office
Restore Normal Operation
RCCO/GCCO/Facilities/Transport
Communicate to all employees - Media: SMS
Transport
Dell Confidential

7. Hyderabad
Dell Confidential

8. Hyderabad
Dell Confidential

9. GCCO Contacts

10. BCRP Bridge Details BCRP Bridge Details US Dial-in: 1-517-466-2153
US Toll Free Number:
India Toll Free Number:
Pass code: