Pubali bank Recruitment Test Short Question Answer -06
6. (10 Marks) Read the incident narrative below. It is written informally and not in order. Extract the required information and complete the incident report template that follows. Write only what is supported by the narrative; for any field where the information is not stated, write “Not stated.”
Incident narrative
So on the morning of 14 May, the call centre started getting complaints around 9:40 a.m. that customers couldn’t log in to Internet banking—it was throwing errors for everyone, not just a few people. The NOC team picked it up and flagged it as a critical outage since the whole internet banking service was down.
Turned out later that a database certificate on the primary authentication server had expired at midnight, but it only started blocking connections once the overnight session cache cleared in the morning. First thing the team did at about 9:55 a.m. was acknowledge it and start investigating. They tried restarting the authentication service, but that didn’t help. By around 11:30 a.m. they’d renewed and reinstalled the certificate, and login was working normally again shortly after—call it 11:50 a.m. when full service was reinstated.
Payments and card processing were never affected; this was only the login/authentication piece. Going forward, the team agreed to set up automated certificate-expiry monitoring with alerts 30 days ahead so this doesn’t recur. The fix was handled entirely by the in-house infrastructure team; no vendor was involved.
Fill up the following incident report table.
Answer:
| Field | Value |
| 1. Date of incident | |
| 2. Time issue first detected | |
| 3. Affected system / service | |
| 4. Systems explicitly not affected | |
| 5. Severity classification | |
| 6. Root cause | |
| 7. Time when service was fully restored | |
| 8. Resolution action taken | |
| 9. Preventive action agreed | |
| 10. Party responsible for the fix |
ANSWER
| Field | Value |
|---|---|
| 1. Date of incident | 14 May |
| 2. Time issue first detected | Around 9:40 a.m. |
| 3. Affected system / service | Internet banking login/authentication service |
| 4. Systems explicitly not affected | Payments and processing |
| 5. Severity classification | Critical |
| 6. Root cause | Expired database certificate on the primary authentication server (overnight certificate cleared at midnight, blocking connections) |
| 7. Time when service was fully restored | 11:50 a.m. |
| 8. Resolution action taken | Restarted the authentication service, reissued/reinstalled the certificate, and restored the service |
| 9. Preventive action agreed | Set up automated certificate-expiry monitoring with alerts 30 days before expiry |
| 10. Party responsible for the fix | In-house infrastructure team (no vendor involved) |
