Loading presentation...

Present Remotely

Send the link below via email or IM

Copy

Present to your audience

Start remote presentation

  • Invited audience members will follow you as you navigate and present
  • People invited to a presentation do not need a Prezi account
  • This link expires 10 minutes after you close the presentation
  • A maximum of 30 users can follow your presentation
  • Learn more about this feature in our knowledge base article

Do you really want to delete this prezi?

Neither you, nor the coeditors you shared it with will be able to recover it again.

DeleteCancel

Make your likes visible on Facebook?

Connect your Facebook account to Prezi and let your likes appear on your timeline.
You can change this under Settings & Account at any time.

No, thanks

24x7 Operations Support

FT Manila Technology Caravan
by

James Ryan Galaura

on 11 June 2015

Comments (0)

Please log in to add your comment.

Report abuse

Transcript of 24x7 Operations Support

Who we are: Introduction
Who we are: Team Structure
Phone
For reporting
Priority 1 Issues Only
How to reach us
What do we do: Functional Walkthrough
Manila Operations Support Team
Technology Caravan
What do we do
Who do we work with
What's in store for us
HR sessions
Software Development Lifecycle
Service Desk
Operations Support
- User-based Experience


- Help Desk for End-User
Needs

- New Starter & Leavers
- System-Wide Incidents & Problems

- Alert Monitoring


- System Requests
Organizational
Functional
-
Event monitoring

-
Application Support
and Maintenance


-
Infrastructure Support

(UNIX/Linux, Windows)

-
Database Administration

(Oracle, MS SQL Server)
Support Hours:
00:00-08:00 UK
08:00-16:00 UK
16:00-00:00 UK
Schedule:
24x7 - UK
24x5 - Manila (for now; no weekends)
As
first point of contact
for all operational issues or incidents, we work with:
Technology Teams
Business Teams
Third-Party Providers
2014500
UK Operations Support
Monitored 24x7
8900
Manila Operations Support
Monitored 24x5
Email
Non-critical Issues, Requests
RemedyForce
In Salesforce Operations Queue
Operations.Support@FT.com
Monitored 24x7
Includes both DutyOp UK and Manila
Incident.Management.Group@FT.com
For escalations
Includes Operations Management
Queue: Operations
Access through Salesforce
Monitored 24x7
For easy logging and tracking of
Incidents
and
Service Requests
0-3 months
3-6 months
Form Manila
Team
Begin limited
service support
from Manila
6-12 months
Consolidate &
transition select
UK tasks to
Manila
12 months +
Review Global
Rota

24x7 support
1. Where do we fit in the Software Development Life cycle?
2. What is the difference between MSD and Ops Support?
Full transcript