Política de Gestión de Incidentes

📋 Información General

Documento: Política de Gestión de Incidentes
Código: ADR-POL-003
Versión: 1.0.0
Fecha: Enero 2025
Clasificación: Confidencial
Audiencia: Equipos de TI, SOC, Security Team, Incident Response Team y Management de DivisionCero

🎯 Propósito

Establecer un marco estructurado y efectivo para la detección, evaluación, respuesta y resolución de incidentes de seguridad y operacionales en DivisionCero, minimizando el impacto en el negocio, protegiendo los activos críticos y asegurando la continuidad de las operaciones.

🏢 Alcance

Esta política aplica a:

• Incidentes de Ciberseguridad: Ataques, malware, accesos no autorizados, data breaches
• Incidentes Operacionales: Fallos de sistemas, interrupciones de servicio, errores de configuración
• Incidentes de Disponibilidad: Caídas de servicios, problemas de performance, capacity issues
• Incidentes de Integridad: Corrupción de datos, modificaciones no autorizadas
• Incidentes de Privacidad: Violaciones de datos personales, incumplimientos GDPR/CCPA
• Incidentes de Terceros: Problemas con proveedores que afecten los servicios de DivisionCero
• Todos los Entornos: Producción, staging, desarrollo, servicios cloud

📚 Definiciones

• Incidente: Evento no planificado que interrumpe o reduce la calidad de un servicio
• Incidente de Seguridad: Evento que compromete la confidencialidad, integridad o disponibilidad
• Severity: Nivel de impacto del incidente en las operaciones de negocio
• Priority: Urgencia con la que debe resolverse el incidente
• Escalation: Proceso de transferir incidente a nivel superior de autoridad
• MTTR: Mean Time To Resolution - tiempo promedio de resolución
• War Room: Centro de comando para manejo de incidentes críticos

🛡️ Clasificación de Incidentes

📊 Matriz de Severidad y Prioridad

graph TB
    A[Incidente Detectado] --> B{Evaluación Inicial}
    B --> C[Severity Assessment]
    B --> D[Priority Assessment]
    
    C --> E{Severity Level}
    E --> F[Critical - S1]
    E --> G[High - S2]
    E --> H[Medium - S3]
    E --> I[Low - S4]
    
    D --> J{Priority Level}
    J --> K[Urgent - P1]
    J --> L[High - P2]
    J --> M[Medium - P3]
    J --> N[Low - P4]
    
    F --> O[Immediate Response]
    G --> P[4 Hour Response]
    H --> Q[24 Hour Response]
    I --> R[48 Hour Response]

🔥 Niveles de Severidad

Severidad 1 (Critical)

• Definición: Interrupción completa de servicios críticos de negocio
• Impacto:

  • 50% de usuarios afectados

  • Pérdida significativa de revenue
  • Riesgo de seguridad crítico
• Ejemplos:
  • Plataforma SaaS completamente inaccesible
  • Data breach confirmado con exposición de datos
  • Ataque cibernético en curso
• SLA de Respuesta: 15 minutos
• SLA de Resolución: 4 horas

Severidad 2 (High)

• Definición: Impacto significativo en servicios importantes
• Impacto:
  • 20-50% de usuarios afectados
  • Funcionalidades críticas degradadas
  • Riesgo de escalación a S1
• Ejemplos:
  • Performance degradado significativamente
  • Funcionalidades principales no disponibles
  • Sospecha de incidente de seguridad
• SLA de Respuesta: 1 hora
• SLA de Resolución: 24 horas

Severidad 3 (Medium)

• Definición: Impacto moderado en operaciones normales
• Impacto:
  • < 20% de usuarios afectados
  • Funcionalidades secundarias afectadas
  • Workarounds disponibles
• Ejemplos:
  • Problemas de performance menores
  • Errores en funcionalidades no críticas
  • Issues de integración con terceros
• SLA de Respuesta: 4 horas
• SLA de Resolución: 72 horas

Severidad 4 (Low)

• Definición: Impacto mínimo en operaciones de usuario
• Impacto:
  • Usuarios individuales o casos específicos
  • No afecta operaciones críticas
  • Solicitudes de mejora o cambios menores
• Ejemplos:
  • Bugs menores en UI/UX
  • Problemas de documentación
  • Solicitudes de configuración
• SLA de Respuesta: 24 horas
• SLA de Resolución: 5 días laborales

🎯 Matriz de Priorización

👥 Roles y Responsabilidades

🚨 Incident Response Team (IRT)

Incident Commander (IC)

• Responsabilidades:
  • Liderar la respuesta general al incidente
  • Tomar decisiones estratégicas durante la crisis
  • Coordinar comunicaciones con stakeholders
  • Autorizar escalaciones y recursos adicionales
• Criterios de Activación: Incidentes S1, S2 con impacto significativo
• Rotación: 24/7 on-call rotation entre Senior Engineers

Technical Lead

• Responsabilidades:
  • Dirigir investigación técnica del incidente
  • Coordinar esfuerzos de remediación técnica
  • Evaluar y implementar soluciones
  • Documentar hallazgos técnicos
• Especialización: Por área (Infrastructure, Security, Applications)
• Escalation: Subject Matter Experts según necesidad

Communications Manager

• Responsabilidades:
  • Gestionar comunicaciones internas y externas
  • Actualizar status pages y notification systems
  • Coordinar con Customer Success para comunicaciones a clientes
  • Mantener stakeholders informados sobre progreso
• Reporting: Incident Commander y Executive Team
• Tools: StatusPage, Slack, email distribution lists

🏢 Organizational Structure

24/7 Operations Center (SOC)

SOC_Responsibilities:
  monitoring_and_detection:
    - continuous_monitoring: "24/7 monitoring of all critical systems"
    - alert_triage: "Initial classification and routing of alerts"
    - incident_declaration: "Authority to declare incidents S3 and below"
    - escalation: "Escalate to IRT for higher severity incidents"
  
  first_response:
    - initial_assessment: "Rapid assessment of incident scope and impact"
    - documentation: "Create incident records and initial timeline"
    - stakeholder_notification: "Alert relevant teams and management"
    - containment: "Implement initial containment measures"

Executive Escalation

• CEO: Incidentes con impacto reputacional o regulatorio significativo
• CTO: Incidentes técnicos críticos que requieren decisiones arquitecturales
• CISO: Incidentes de seguridad con potencial de data breach
• CFO: Incidentes con impacto financiero > $100K
• Legal: Incidentes con implicaciones legales o regulatorias

🔄 On-Call Structure

Tier Structure

On_Call_Tiers:
  tier_1_soc:
    - coverage: "24/7 monitoring and initial response"
    - escalation_time: "15 minutes for S1/S2 incidents"
    - responsibilities: ["monitoring", "triage", "initial_containment"]
  
  tier_2_engineering:
    - coverage: "On-call rotation for technical teams"
    - response_time: "30 minutes for escalated incidents"
    - responsibilities: ["technical_investigation", "remediation", "root_cause_analysis"]
  
  tier_3_senior_leadership:
    - coverage: "Senior engineers and management"
    - activation: "Critical incidents requiring strategic decisions"
    - responsibilities: ["strategic_decisions", "resource_allocation", "external_communications"]

📋 Proceso de Gestión de Incidentes

🚀 Incident Response Lifecycle

Fase 1: Detection and Initial Response (0-30 minutes)

Detection_Phase:
  automated_detection:
    - monitoring_alerts: "Automated alerts from monitoring systems"
    - security_events: "SIEM and security tool alerts"
    - synthetic_monitoring: "Proactive monitoring checks"
    - user_reports: "Customer and internal user reports"
  
  initial_response:
    - incident_declaration: "Formal declaration of incident"
    - severity_classification: "Initial severity assessment"
    - team_notification: "Alert relevant response teams"
    - war_room_setup: "Establish communication channels"

Fase 2: Assessment and Planning (30 minutes - 2 hours)

1. Detailed Assessment

   • Scope and impact analysis
   • Root cause hypothesis development
   • Resource requirement evaluation
   • Timeline estimation

2. Response Planning

   • Investigation plan development
   • Remediation strategy selection
   • Communication plan activation
   • Resource allocation

3. Stakeholder Engagement

   • Management notification
   • Customer communication (si necesario)
   • Vendor coordination (si aplicable)
   • Regulatory notification preparation (si requerido)

Fase 3: Investigation and Containment (2-8 hours)

flowchart TD
    A[Investigation Start] --> B[Evidence Collection]
    B --> C[System Analysis]
    C --> D[Root Cause Identification]
    D --> E{Containment Possible?}
    E -->|Yes| F[Implement Containment]
    E -->|No| G[Escalate for Additional Resources]
    F --> H[Verify Containment Effectiveness]
    G --> I[Executive Decision Required]
    H --> J{Incident Contained?}
    J -->|Yes| K[Move to Resolution Phase]
    J -->|No| L[Adjust Containment Strategy]
    I --> M[Additional Resources Deployed]
    L --> F
    M --> F

Fase 4: Resolution and Recovery (Variable)

1. Solution Implementation

   • Fix deployment en environments apropiados
   • Testing y validation de la solución
   • Gradual rollout con monitoring intensivo
   • User acceptance validation

2. Service Restoration

   • Full service restoration
   • Performance monitoring y optimization
   • User communication sobre resolution
   • Service level validation

3. Verification and Monitoring

   • Extended monitoring period
   • Stability confirmation
   • User feedback collection
   • Metrics validation

Fase 5: Post-Incident Activities (1-5 días post-resolución)

• Post-Incident Review (PIR)
• Root Cause Analysis (RCA) detallado
• Action Items development y assignment
• Documentation updates y knowledge sharing
• Process Improvements identification e implementation

⚡ Emergency Response Procedures

War Room Activation

War_Room_Criteria:
  automatic_activation:
    - severity_1_incidents: "All S1 incidents automatically activate war room"
    - security_breaches: "Confirmed or suspected security incidents"
    - multi_system_outages: "Cascading failures affecting multiple systems"
    - customer_facing_outages: "Public-facing service disruptions"
  
  war_room_setup:
    - physical_location: "Conference room Omega (primary) or virtual"
    - communication_channels: "Dedicated Slack channel + video conference"
    - documentation: "Real-time incident timeline and decisions"
    - stakeholder_notifications: "Automated notifications to executive team"

Escalation Matrix

Communication Protocols

Communication_Protocols:
  internal_communications:
    - slack_channel: "#incident-response-[incident-id]"
    - email_updates: "Every 2 hours for S1, every 4 hours for S2"
    - executive_briefings: "Every hour for S1, every 2 hours for S2"
    - all_hands_updates: "For incidents affecting > 25% of users"
  
  external_communications:
    - status_page_updates: "Within 30 minutes of incident declaration"
    - customer_notifications: "Within 2 hours for customer-facing issues"
    - vendor_communications: "As needed for third-party dependencies"
    - regulatory_notifications: "Within regulatory timeframes (typically 24-72 hours)"

🔧 Herramientas y Tecnologías

🛠️ Incident Management Platform

Primary ITSM Platform

• ServiceNow Incident Management: Primary incident tracking y workflow
• PagerDuty: On-call management y intelligent alerting
• Slack: Real-time communication y collaboration
• Jira: Follow-up action items y long-term tracking

Monitoring y Detection Stack

Monitoring_Stack:
  infrastructure_monitoring:
    - datadog: "Infrastructure, application, and log monitoring"
    - new_relic: "Application performance monitoring"
    - pingdom: "External service monitoring and availability"
  
  security_monitoring:
    - splunk_siem: "Security information and event management"
    - crowdstrike: "Endpoint detection and response"
    - okta_insights: "Identity and access monitoring"
  
  business_monitoring:
    - mixpanel: "Product analytics and user behavior"
    - stripe_radar: "Payment processing monitoring"
    - custom_dashboards: "Business KPI monitoring"

Communication y Collaboration Tools

• StatusPage.io: External customer communication
• Microsoft Teams: Internal collaboration y document sharing
• Zoom: Video conferencing para war rooms
• Confluence: Documentation y knowledge management

📊 Automation y Orchestration

Automated Response Capabilities

Automation_Framework:
  detection_automation:
    - intelligent_alerting: "ML-powered alert correlation and noise reduction"
    - automatic_classification: "Auto-classification based on patterns"
    - smart_routing: "Intelligent routing to appropriate teams"
  
  response_automation:
    - auto_scaling: "Automatic resource scaling for performance issues"
    - circuit_breakers: "Automatic service isolation for cascading failures"
    - rollback_triggers: "Automatic rollback for failed deployments"
    - containment_actions: "Automated security containment measures"

Integration Framework

graph LR
    A[Monitoring Systems] --> B[Alert Correlation Engine]
    B --> C[Incident Management Platform]
    C --> D[Notification System]
    D --> E[Response Teams]
    C --> F[Automation Engine]
    F --> G[Remediation Actions]
    G --> H[Verification Systems]
    H --> C
    
    I[External APIs] --> B
    J[Manual Reports] --> C
    K[Chat Platforms] --> C
    L[Status Pages] --> D

📊 Métricas y Reporting

🎯 Key Performance Indicators

Response Time Metrics

• Mean Time to Acknowledgment (MTTA): Tiempo promedio para acknowledge alerts
• Mean Time to Response (MTTR): Tiempo promedio para initial response
• Mean Time to Resolution (MTTR): Tiempo promedio para full resolution
• Escalation Rate: % de incidentes que requieren escalation

Quality Metrics

• First Call Resolution Rate: % resueltos en first contact
• SLA Compliance: % de incidentes resueltos dentro de SLA
• Customer Satisfaction: CSAT scores para incident resolution
• Recurring Incident Rate: % de incidentes que recurren dentro de 30 días

Volume y Trend Metrics

Incident_Analytics:
  volume_metrics:
    - incident_count: "Total incidents por período"
    - severity_distribution: "Distribution by severity level"
    - source_analysis: "Incidents by detection source"
    - category_trending: "Incident categories over time"
  
  business_impact_metrics:
    - revenue_impact: "Revenue lost due to incidents"
    - user_impact: "Users affected by incidents"
    - service_availability: "Overall service uptime"
    - reputation_impact: "Brand sentiment analysis during incidents"

📈 Dashboards y Reporting

Real-Time Operations Dashboard

pie title Incident Distribution by Severity (Last 30 Days)
    "Severity 1 (Critical)" : 5
    "Severity 2 (High)" : 15
    "Severity 3 (Medium)" : 45
    "Severity 4 (Low)" : 35

Executive Reporting

• Weekly Incident Summary: High-level overview para executive team
• Monthly Trend Analysis: Analysis de patterns y improvements needed
• Quarterly Business Impact: Assessment de impact en business objectives
• Annual Program Review: Comprehensive review de incident management effectiveness

🔍 Root Cause Analysis

RCA Methodology

RCA_Process:
  immediate_causes:
    - direct_technical_failure: "Immediate technical cause of incident"
    - human_error: "Any human actions that contributed"
    - process_failure: "Process breakdowns that enabled incident"
  
  underlying_causes:
    - design_flaws: "Architectural or design issues"
    - knowledge_gaps: "Training or knowledge deficiencies"
    - resource_constraints: "Inadequate resources or capacity"
    - cultural_factors: "Organizational culture contributions"
  
  systemic_causes:
    - organizational_factors: "Organizational structure issues"
    - external_dependencies: "Third-party or vendor dependencies"
    - regulatory_changes: "Regulatory or compliance impacts"

🏆 Mejores Prácticas

🔒 Incident Response Excellence

Response Best Practices

• Rapid Response: Faster response times reduce overall impact
• Clear Communication: Transparent y frequent communication con stakeholders
• Documentation: Comprehensive documentation durante y después del incident
• Learning Focus: Every incident es una opportunity para improvement

Investigation Best Practices

• Systematic Approach: Methodical investigation siguiendo established procedures
• Evidence Preservation: Proper handling de digital evidence para forensics
• Collaborative Investigation: Cross-functional teams para comprehensive analysis
• Hypothesis-Driven: Use scientific method para root cause identification

📚 Organizational Excellence

Process Maturity

• Continuous Improvement: Regular optimization basada en lessons learned
• Training y Development: Ongoing skill development para response teams
• Simulation Exercises: Regular drills y tabletop exercises
• Knowledge Management: Centralized knowledge base con incident history

Cultural Excellence

• Blameless Culture: Focus on process improvement, not individual blame
• Psychological Safety: Environment where people can report issues freely
• Learning Organization: Commitment to learning from every incident
• Proactive Mindset: Emphasis on prevention over just response

🤖 Technology Excellence

Automation Strategy

• Intelligent Alerting: Reduce noise y improve signal-to-noise ratio
• Automated Remediation: Self-healing systems donde sea appropriate
• Predictive Analytics: Use ML para predict y prevent incidents
• Integrated Toolchain: Seamless integration entre incident management tools

Innovation Areas

• AI-Powered Triage: Machine learning para automatic incident classification
• Natural Language Processing: Automated analysis de incident reports
• Predictive Modeling: Forecasting potential incidents antes que ocurran
• Augmented Response: AI assistance para response teams

📋 Compliance y Legal

🔍 Regulatory Requirements

Data Breach Notifications

Breach_Notification_Requirements:
  gdpr_compliance:
    - internal_notification: "DPO notification within 2 hours"
    - authority_notification: "Supervisory authority within 72 hours"
    - individual_notification: "Data subjects when high risk (without delay)"
    - documentation: "Comprehensive breach register maintenance"
  
  ccpa_compliance:
    - internal_assessment: "Immediate assessment of California resident impact"
    - attorney_general_notification: "If required by regulation"
    - consumer_notification: "If required by circumstances"
  
  industry_specific:
    - pci_dss: "Payment card data breach notification procedures"
    - hipaa: "Health information breach notification (if applicable)"
    - sox: "Material weakness reporting for financial controls"

Evidence Management

• Chain of Custody: Proper handling de digital evidence
• Legal Hold: Preservation de relevant documents y communications
• Privilege Protection: Attorney-client privilege considerations
• Regulatory Cooperation: Coordination con regulatory investigations

📝 Documentation Requirements

Incident Records

• Complete Timeline: Detailed chronology de events y actions
• Decision Documentation: Rationale para major decisions durante incident
• Communication Logs: Record de all internal y external communications
• Technical Evidence: System logs, screenshots, configuration changes

Audit Trail

• Access Logs: Who accessed what during incident response
• Change Records: All changes made durante incident resolution
• Authorization Records: Approvals para emergency changes
• Review Documentation: Post-incident review results y action items

🔄 Mejora Continua

📅 Review y Optimization Cycles

Operational Reviews

• Daily: SOC performance metrics y alert quality
• Weekly: Incident trends y response team performance
• Monthly: Process effectiveness y training needs assessment
• Quarterly: Strategic alignment y program evolution

Strategic Evolution

Program_Evolution:
  2025_objectives:
    - response_time_improvement: "25% reduction in MTTR across all severity levels"
    - automation_expansion: "50% of routine responses automated"
    - prediction_capabilities: "Implement predictive incident modeling"
    - customer_experience: "Improve customer communication during incidents"
  
  2026_vision:
    - ai_powered_response: "AI-assisted incident triage and response"
    - self_healing_systems: "Automated remediation for common incidents"
    - proactive_prevention: "Shift from reactive to proactive approach"
    - business_integration: "Deeper integration with business processes"
  
  2027_evolution:
    - autonomous_response: "Fully autonomous response for routine incidents"
    - predictive_maintenance: "Prevent incidents before they occur"
    - business_value_focus: "Incident management as competitive advantage"

🎯 Innovation Initiatives

Emerging Capabilities

• Machine Learning: Pattern recognition para incident prediction
• Natural Language Processing: Automated incident report analysis
• Augmented Reality: Remote assistance para field incidents
• IoT Integration: Proactive monitoring de physical infrastructure

Research Areas

• Chaos Engineering: Proactive resilience testing
• Site Reliability Engineering: Integration con SRE practices
• DevSecOps: Security integration en development lifecycle
• Business Continuity: Enhanced integration con business continuity planning

📚 Referencias y Estándares

📖 Documentos Relacionados

• Plan de Respuesta a Incidentes
• Política de Continuidad del Negocio
• Plan de Recuperación ante Desastres
• Política de Gestión de Cambios
• Correlación de Eventos SIEM

🌐 Marcos de Referencia

• NIST SP 800-61: Computer Security Incident Handling Guide
• ISO/IEC 27035: Information security incident management
• ITIL 4: Incident Management process guidance
• SANS Incident Response: Six-step incident response methodology

🔗 Recursos Profesionales

• FIRST (Forum of Incident Response and Security Teams): Global incident response community
• SANS Institute: Training y certification en incident response
• NIST Cybersecurity Framework: Comprehensive cybersecurity guidance
• ENISA: European incident response best practices

📝 Control de Versiones

Próxima Revisión: Julio 2025
Aprobado por: [CISO] - [Fecha]
Clasificación: Confidencial - Uso Interno DivisionCero

Última modificación: 25 de agosto de 2025