# Operations Team Roles
# Role Definitions
The roles below do not directly align with particular areas of responsibility. The roles can be merged based on the specific need fulfilled by a single person.
# Operations Manager
Defines and monitors service target (ST).
Oversees operational costs.
Ensures staffing across locations.
Develops training.
Delivers reports against metrics.
Approves security requests for team members.
# Operations Deployment
Manages new releases by coordinating with different units.
Deploys the Platform as and when requested.
Deploys new features/changes/updates to existing releases, including hotfixes.
Maintains and manages the deployments regarding the Edge and its associated components.
Monitors and maintains the desired performance of the deployments.
Documents anomalies observed during all the stages Pre-Prod and Prod.
Raises and reports alerts for any issues identified.
Adds test cases to the deployment pipelines and generates results.
Provides inputs and solutions for various ops use-cases.
Constantly works to achieve deployment metrics goals for improvement in processes and provide inputs to Dev and QA.
Is permitted to make changes to a production system.
Automates or helps to automate (with feedback) all the deployment/reporting/monitoring scenarios.
# Operations Infrastructure
Is well versed in the infrastructure (infra) segment of the deployment.
Defines the required infrastructure based on client requirements.
Maintains the scalability of the deployed infrastructure per client requirements.
Automates or helps to automate (with feedback) all the deployment/reporting/monitoring scenarios.
Provides inputs and suggestions to meet client needs.
Is permitted to make changes to a production system.
# Operations Security
Is responsible for overall security management of the deployments.
Configures and manages necessary rules for deployment access.
Monitors and maintains the security of the deployments.
Raises and reports alerts for any issues identified and distributes to the appropriate team.
Works with Digital Security team.
# Operations Monitoring & Support
Monitors the states and alerts of the existing deployment and provides updates.
Monitors systems.
Acts as the first line of support for any issues encountered in the Platform.
Raises and reports alert for any issues identified.
Provides a plan for issue resolution.
Works closely with the client to understand their reported issues and serves as a communication channel to Dev and QA for improvements.
Provides support in deployments for QA or internal teams on an as-needed basis.
Works closely with Dev and QA teams to address:
New features/updates
Issues/bugs reported from the client
Supports changes to a production system.
# Role Responsibilities
For the responsibilities listed below, the following operating assumptions apply:
All Production changes require two people.
No developer has made a change to a Production deployment.
Documented approvals are required for all changes and deployments.
| Operations Role | Operations Manager | Operations Deployment | Operations Infrastructure | Operations Security | Operations Monitoring & Support |
|---|---|---|---|---|---|
| Make changes to Production system | X | X | when requested | ||
| Deploys the Platform as and when requested | X | ||||
| Raise & report alerts for any issues identified | X | X | X | X | X |
| Monitor and maintain the desired performance of the deployments | X | X | X | ||
| Monitor and maintain the security of the deployments | X | X | |||
| Monitor the states and alerts of the existing deployment and provide updates | X | ||||
| Act as the first line of support for any issues encountered in the Platform | X | ||||