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Operations (OPS)

Objective

The Operations (OPS) team's primary task is to ensure stable and efficient first-level customer support and technical operations on customer environments. OPS must ensure that all customer environments comply with the company’s policy.

OPS are obliged to ensure that the customers' contractual Service Level Agreements (SLA) terms are followed and met. SLA conditions are communicated internally and externally. Violation of SLA is to be considered only with prior approval by the General Manager (GM).

The Technical Operation Manager (TOM) is responsible for the development and endorsement of Standard Operating Procedures (SOP) and checklists. The TOM supervises the OPS team and ensures that they act according to their duties and responsibilities, following operations and first-level support procedures listed in the Operations Manual (OM), as well as the company's security standards.

The OPS team reports directly to the TOM. The TOM reports directly to the General Manager.

Duties and Responsibilities

  • OPS are responsible for ensuring customer environment availability.
  • Observes any developments, changes, or amendments to customer processes/environments advised by the Delivery Manager (DM), and considers monitoring and other required actions.
  • OPS are responsible for SLA compliance and for making SLA issue statuses available within the company.
  • Handles incoming requests from customers (1st level support and reporting) in a timely manner by prioritizing and forwarding issues internally to 2nd Level support or Business Partners (BP) if they cannot be resolved by OPS.
  • Manages product delivery to customers.
  • OPS may refuse new version delivery to a customer if, from an OPS perspective, the version is not compliant for handover. The reason for rejection should be clear, argument-based, and available to everyone within Quality Control (QC).
    • Any delivery rejection shall lead to at least one of the following events: documentation, investigation, or re-testing.
  • OPS shall refuse any non-versioned change on a customer environment. Exceptions should be avoided but may be considered in Blocker issue situations, with the next step being the delivery of a new version.
  • Notifies the Delivery Manager (DM) and Product Owner (PO) of any incident affecting customer environment functionality that requires further escalation (i.e., not resolved by OPS).
  • OPS is responsible for creating/improving (or requesting creation/improvement of) monitoring for any process that caused long investigation to find the issue source, or for any processes where deviations might occur, to ensure they are the first to be informed.
  • OPS is obliged to follow the "4-eye policy" on any issue.
  • Communication with customers shall be clear, readable, and polite.