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Weekend On-call Supervisors
Sometimes the operator in B22 needs help with an issue and their supervisor is not on duty. Here are the steps that should be followed.

  • If this happens during the weekend (00:00 Sat - 23:00 Sun), the weekend on-call supervisor should be called. You can consult the CMS calendar to find out who is on call. If you cannot reach the on-call supervisor, call the Operations Manager next, then the Learning Spaces Director if necessary. Do not call the other shift supervisors
  • If this happens at any other time, call the CSC Service Desk Manager, then the IT Service Management Director if necessary. You may call your shift supervisor instead if you have been instructed to do this. Do not call the other shift supervisors.
  • For each incidence send an email to ***CSC/IOC management email inserted here***  stating who was called (and if they were reached,) and what the issue was. This is similar to sending email when contacting an admin.

Phone Bridge
When Service Alerts occur the Service Management office may open the phone bridge. This allows incident managers to discuss progress and communication about the alert while the admins are actually working on the issues. The bridge is joined by calling into 49-62500. If a Phone Bridge situation arises, an email with "High Importance" priority should be sent to ***CSC/IOC management email inserted here***  to alert the supervisors.

If the bridge is opened while a supervisor is on duty in TEL/STEW, the supervisor will join the bridge using the phone ***where?***. This will allow for a line of communication between the bridge and the operators working in B22. Operators should not be on the phone bridge because they should be taking care of running the IOC and handling the issues as they arise.

If the bridge is opened when there is no supervisor on duty, the IOC should contact the CSC/IOC Manager. The manager will join the bridge; the shift or weekend on-call supervisor will not join the bridge, and will be available to communicate with staff working in B22. The Slack/Skype application may be used to facilitate communication with the manager and supervisor. As well as a direct phone call. 

PUPD Calls
Sometimes PUPD will call requesting information from ITaP, e.g. computer session data for a missing student. They may have already sent email to ITSP, but they are calling us so that we can contact ITSP immediately. Call Security Operations when this happens, and send email to itsp-services@purdue.edu. If PUPD is asking for something else, consult the on-call supervisor as needed.

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