Introduction to NonStop Operations Management

The Operations Staff
Introduction to NonStop Operations Management–125507
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The Operations Area
External Contacts
Help-desk operators interact with users, computer room operators, intermediate-level
operators, and Tandem customer engineers (CEs).
Tools/Equipment
Telephones (preferably with headsets, conference call features, and recording machines),
a problem-tracking and problem-escalation system, video terminals or workstations,
documentation, and appropriate check lists should be available to assist help-desk
operators in completing their tasks.
Lead Operator
Following is a sample job description of a lead operator who performs intermediate-
level tasks in the operations area. Former entry-level operators are good candidates for
this position.
Job Title
Lead Operator (Intermediate-Level Position)
Summary of Responsibilities
Lead operators assist the entry-level operators in their jobs. In addition, lead operators
start and shut down the system, applications, terminals, and other devices; recover from
system failures; manage different subsystems, including the spooler; perform procedures
as instructed by senior-level technical and applications support; and escalate problems to
senior-level operators when necessary.
Lead operators should:
•
Have good oral and written communication skills, good documentation skills,
previous entry-level experience, and a good knowledge of Tandem utilities and the
overall Tandem system, as well as an understanding of Tandem applications
•
Understand the company’s business needs and the department’s problem-
management, change-management, and scheduling procedures
•
Be willing to carry a pager.
Detailed Duties and Responsibilities
A detailed summary of duties and responsibilities includes:
•
Ensure that entry-level system monitoring tasks are performed.
•
Perform complicated system monitoring tasks using Distributed Systems
Management facilities and system utilities. For example:
•
Monitor applications controlled by the PATHMON process
•
Monitor computer subsystems
•
Analyze problems and take corrective action using Tandem utilities: