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DevOps Support
Ref No.: 18-06421
Location: raleigh, North Carolina
Start Date: 06/18/2018
 OCC roles and responsibilities

       OCC(Operations Control Center) is a group of operations professionals who proactively monitor the IBM collaboration Services(SCN, Verse, Connections, Watson Workspace, Box Relay) for IBM and external customers, In case of any issues in the infrastructure, OCC will work on resolving the issue at the earliest. In case if OCC is unable to resolve, they would work on engaging and coordinating with the relevant teams to get the service up following the escalation policies. The primary roles and responsibilities for OCC are elaborated below.

Incident Management
OCC to be the first point of contact for any issues in Connections Cloud environment.
Drive and run Proactive Tech Bridges (PTB) / Tech Bridges (TB) / SWATs.
Involve required teams in PTB/TB/SWAT , direct activities and provide next steps towards resolution whenever needed.
Regularly provide status of PTB/TB/SWAT to stakeholders on chat as well as conference bridges.
Document the PTB/TB/SWAT Details in Incident reports Database.
Act on Service Requests in Jira Tool.

Proactive Monitoring of Connections Cloud environment using APM tools like New Relic, Cloud watch etc.
Review and investigate on Incoming PagerDuty alerts.
Enhance alerting mechanism based on the Scope of Issues to be reported and the metrics to be collected to monitor the environment effectively.
For any issues /alerts in Connections Cloud environment, refer and execute the resolution steps or work around provided in the Situation Document/Runbook.

Create/Review/Modify the Runbooks/Situation documents , which includes the technical solutions as well as operational processes.
Review/Update the OCC Wiki with respect to operational procedures.  

Preferred Technical Skills
  • Docker
  • Kubernetes
  • Cassandra
  • Python
  • SOLR
  • Amazon Web Services