L0/L1
L2/L3
CXO
Solution Engineer
L0/L1 User
Sachin is one of the members of the many business units in this company. His day starts with shift handover briefing either via mail, report, or in person. He then performs the regular platform health check and closes the open items from the previous shift. For most of his day, he monitors alerts via the console or via system generated mails about critical alerts and then raises tickets. He can solve some simple issues which are within his expertise, but for others, he escalates the issue to his manager. He will check the RCA dashboard to provide the meaningful and actionable insights to the L2/L3 team to resolve the issue as quickly as possible to ensure the customer requests are served without any further impact. Some days if there is a massive failure, the uptick in alerts becomes very high. On these days, Sachin can feel defeated and comes home exhausted.
L2/L3 User
Neha is responsible for keeping the high availability of the services. To meet this requirement, her day starts with quick check of critical messages over whatsapp and might direct the team remotely if needed. She has her own list of critical storyboards which helps her make proactive decisions. She analyses the reports (SOD/EOD/Each Shift Handover) to understand the tasks to be focused on for the day. She keeps her own list of priority tasks which might not be directly handled by the subordinates, which will heavily involve RCA analysis or correlating individual events. She navigates through the storyboard to find answers to her identified tasks for the day and also goes through the email/message alerts received. She prepares the reports for any issues occurred and is answerable to the higher ups. She will need to find ways to reduce or avoid the already occurred issues. This might involve taking the understanding of the issue from the respective teams and hence, educating the team about it. She is responsible for arranging the knowledge transfer sessions to the team if any required.
CXO
CXO daily checks one page which covers how well his business is doing and what can be done to accelerate business growth. He is also concerned with avoiding customer impact - and doesn't like waiting for a fix to come around when there is a failure. He emphasizes on MTTD & MTTR optimization (time taken to find RCA).
He may have a look at emails and message alerts (UEI/OPI). He may take a quick view of the services using the single storyboard created for him. He might direct / question the respective teams' heads if something is not found right on the insights basis.
Solution Engineer
SE identifies the tasks for the day. She starts to work on whichever is doable without any meetings. She attends the meetings with customers to understand the pain points and discusses the solutions which can be provided. For anything which is not straight forward, she would buy some time to provide the appropriate solution. During this time she will focus on understanding the pain point in depth and thus, come up with the best possible solution. She implements the solution decided. This involves the tasks of providing the prerequisites to the customer, installing agents, writing the appropriate parsers, handling the load on Vunet servers, thus, identifying the scale up of the servers, providing the best possible storyboards and accurate alerts and debugging the issue identified at any of these stages.
