The IOC operator's duties are primarily ones of observation and proactive intervention. The job revolves around inputs from Xymon and Grafana, as well as human feedback from sources such as the CSC, Classrooms, etc.
Admin Follow-up Email Template
After calling an admin to report an issue, a follow-up email should be sent to the admin's group (not the admin themselves) using the following template:
Subject: "Follow-up regarding phone call about issue XXXXXX".
Body: <Name>,
This is a follow-up email regarding my phone conversation with <admin> about <Type of alert/Issue> for the <machine / system name>.
<Operator>
CSC/IOC Service Desk Specialist
(765) 496-7272
On your workstation:
- Email (either Outlook or Outlook Web App)
- IOC Log
- Xymon
- Footprints
- NetOps Work Tracker
On the monitoring computers:
The IOC Shift Log (found here) is how records are kept during the shift and between shifts. While you are monitoring, one of your duties is to maintain the log. This includes being aware of existing log entries and their implications, making new log entries when certain events occur, and updating log entries as their status changes or new information is reported. The following events should be noted in the log when they occur:
All communications (e-mail, in person, phone, etc) between the IOC and other groups.
- Service Alerts
- UC4 Abends
Further information on the process for updating and maintaining the shift log can be found here: IOC: Shift Log Entries.
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