About the course

This introductory course explains the core on-call processes used to support the Europ Assistance eShop environment. It covers the basics of on-call responsibilities, incident response flow, communication expectations, and practical ways to manage operational issues effectively.

Who the course is for

• Team members joining the Europ Assistance eShop on-call rotation
• Support and operations staff involved in incident handling
• Anyone who needs a basic understanding of on-call duties and response management

Course author

Victor Steć

Requirements or prerequisites

• Basic familiarity with the Europ Assistance eShop support context
• General understanding of incident handling in a production environment
• No advanced technical knowledge required for this introductory module

Learning objectives

• Understand the purpose and scope of the on-call role
• Recognize key responsibilities during on-call duty
• Follow a basic incident response and escalation process
• Improve communication and coordination during operational incidents
• Build confidence in handling common on-call situations

Estimated completion time

Approximately 45 minutes