SOC Logistics
This method is most effective in communicating app support needs to the SOC team.
What is updating run books?
This tool / Service is used to achieve load balancing between South and Northeast Cloud datacenters.
What is the Akamai?
This is the type of New Relic Minion used for monitoring services not available to external users.
What is a private Minion?
This is the response time requirement for a Team Priority 1 Inciednt.
What is 15 Minutes?
The guideline is to engage the SOC for these many weeks for OnBoarding.
What is the 7 week guideline?
Level 1.5 Support Function with no coding responsibilities. initial Triage and routing of issues to FLY Dev Squads, IBM Cloud and 3rd Parties.
What support services does SOC Offer?
This tool allows you to review screen by screen what a customer experienced.
What is Tea Leaf ?..
This type of a new Relic Minion is used to monitor services consumed by external users.
What is a public minion?
This is the response time requirement for a Team Priority 2 Incident.
What is 30 Minutes?
This role in the Support model coordinates all the on boarding activities.
What is the Solution Support Engineer (SSE)?
This is the coverage provided by the SOC team.
What are 24x7 - 365 days a year?
We use this tool to query log activity to spot problems or get stats on how / what is being processed through the system.
What do we use Splunk for in FLY?
We use this tool for monitoring activities
What is New relic Tool used for ?...
These are the "UP Time" requirements for the FLY Program's critical processes.
What is 99.95% or a maximum of 21.6 minutes of outage per month.
A walkthrough of this document is a key activity of On Boarding.
What is a Run Book
These other non-FLY teams are also supported by SOC.
What are SNAP, Skywalker, Finish Page, Uploads?
The incident management tool that is used in the FLY program by SOC for Incident management process
IBM Control Desk (ICD)
These four types of synthetic monitors are provided by New Relic.
What are Ping Monitors, Simple browser monitors, Scripted browser monitors, API Tests?
These AA teams assist in engaging resources other than the project squads such as ESOA or AA Network.
What are Site Ops and IT Help Desk (ITHD) teams?
For any new Squad this training is required during on boarding for Incident Management
What is ICD (IBM Control Desk) or Ticketing tool training?
Raja Nail (nraja@in.ibm.com) +1-510-458-6670);
Michael Galaty (mgalaty@us.ibm.com) +1 720 396-7090)
Who are the IBM´s onsite SSEs and their contact Info?
These are the Names of 3 Tools used in the FLY program by SOC to manage alerts.
what are IBM Control Desk (ICD); New Relic; Netcool (Omnibus);
Pagerduty; Splunk; Tealeaf; Slack; IBM RBA (Run Book Automation) are also valid
The response time to a set threshold is a ratio of satisfactory response to unsatisfactory response times.
What is the APDEX score?
Acknowledging the incident, joinig the live bridge and Slack Channel.
What is the Expected support protocol from an on call person for Priotity 1 & 2 Incident?
These are 2 key reasons to record the on boarding training sessions.
What is training the rest of the Support teams in India and Mexico; and for new SOC employees.