Continuity, support and infrastructure

They seek to keep the customers happy (looking for the platform to work without inconveniences for the customer).

The team seeks to deliver 100% of the Movup 1.0 platform operational services. Taking the operationality of 2.0 in a non-proactive way.

Objective

  • Evolve in quality, take the quality from 1.0 to 2.0, being a more detailed quality with better speeds for deliveries.
  • Availability of web platform.
  • Quality and infrastructure support.
  • Improve the UES of Movup’s platforms (Web and Mobile).

Ideal Equipment

The ideal team is composed of the following types of collaborators:

  • Two members, distributed for level 1 support (Intransit) and level 1, 2 support (GPS Track Version 1.0).
  • In charge of Movup infrastructure.
  • Developer in charge of 100% of the Access control platform.
  • Area leader.

Roles and responsibilities

  • Improve product quality.
  • Support focused on:
    • Product quality.
    • Infrastructure maintenance (Responsible for managing infrastructure tickets for Movup).
  • Internal customer support (Project Managers) and final customer support (Any person depending on the customer).
  • Development of the Access Control platform and applications.
  • Continuous improvement and optimization of the application.

Communication channels

  • E-mail.
  • WhatsApp (Internally with the area).
  • Phone (After hours).
  • Google Chat.
  • Communication of customers by Jira directly with the DP’S.

Areas supported by the team

  • Implementation team.
  • Infrastructure (Requests made per tour).

What information is delivered to the area (Reports/Statistics)?

  • Weekly management (IT Cell Presentation Doc., ticket count, SLA, steps to production).
  • In infrastructure, only disk availability (2.0) is reported.

Documentation handled in the area

El área de continuidad, soporte e infraestructura, maneja documentación interna para el uso propio del equipo, los documentos manejados son los siguientes:

  • Manual cortapalo: Manual used by the internal team when complex situations arise, manual that will be modified depending on the incidence received, used in case a team member is absent, the others can be guided.
  • Infrastructure manual.
  • Documentation of 1.0 and 2.0.

Tools used by the area

  • MongoDB: Used as database manager.
  • Uptimerobot: As a monitoring website.
  • Any ide to develop.

CLASSIFICATION: INTERNAL USE
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