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  • Call Center NOC SOP v1.1

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    Rana Abdul Rehman
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    This document contains a list of virtual machine names, IP addresses, and criticality levels for various environments including production, DR site, and HA nodes. It outlines the escalation procedures for different criticality levels which include notifying relevant contacts by email and call. For high criticality issues on SQL databases, it specifies escalating to the manager of database administration after 30 minutes if the issue persists.

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    This document contains a list of virtual machine names, IP addresses, and criticality levels for various environments including production, DR site, and HA nodes. It outlines the escalation procedures for different criticality levels which include notifying relevant contacts by email and call. For high criticality issues on SQL databases, it specifies escalating to the manager of database administration after 30 minutes if the issue persists.

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    © All Rights Reserved
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    Segnala contenuti inappropriati
    45 visualizzazioni2 pagine

    Call Center NOC SOP v1.1

    Caricato da

    Rana Abdul Rehman
    This document contains a list of virtual machine names, IP addresses, and criticality levels for various environments including production, DR site, and HA nodes. It outlines the escalation procedures for different criticality levels which include notifying relevant contacts by email and call. For high criticality issues on SQL databases, it specifies escalating to the manager of database administration after 30 minutes if the issue persists.

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    © All Rights Reserved
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    di 2

    ENVIRONMENTS VM Name IP Address

    KBFWKSRV01 10.1.200.11
    KBMCPSRV01 10.1.200.13
    KBSIPSRV01 10.1.200.15
    Production (Primary KBHTCCSRV01 10.1.200.18
    Node) KBSMSRV01 10.1.200.21
    KBINFSRV01 10.1.200.25
    KBESRV01 10.10.111.28
    KBCRMSRV01 10.1.200.23
    KBFWKSRV02 10.1.200.12
    KBMCPSRV02 10.1.200.14
    KBSIPSRV02 10.1.200.17
    KBHTCCSRV02 10.1.200.20
    Production (HA Node)
    KBSMSRV02 10.1.200.22
    KBINFSRV02 10.1.200.26
    KBESRV02 10.10.111.29
    KBCRMSRV02 10.1.200.24
    Production+HA SQL14 10.10.1.22
    KBFWKSRVDR01 10.2.200.11
    KBMCPSRVDR01 10.2.200.12
    KBSIPSRVDR01 10.2.200.13
    KBHTCCSRVDR01 10.2.200.14
    DR Site KBSMSRVDR01 10.2.200.15
    KBINFSRVDR01 10.2.200.17
    KBESRVDR01 10.2.200.18
    DRCCDBSRV01 10.100.1.27
    KBCRMSRVDR01 10.2.200.16
    Criticality Level Action Escalation
    Email & Call to Khurram Khalid & Ali Asghar After passing 1 hour as per dicussion
    in case of memory ,CPU , network interface with Khurram Khalid , issue will be
    & disk Utilization Alarms/Alerts received. escalated to Mr. Khurram Raza &
    Mr.Zeeshan Aziz on call
    Email & Call to Ali Asghar for disk space
    High alerts for C drive and keep khurram khalid in
    loop For SQL Databse escalate the issue to
    Farrukh Shahzad/Manager Database
    Email & Call to Khurram Khalid in case of Administration after 30 min.
    Alrams/Alerts Received on Genesys
    monitoring screen.

    Call is mandatory after business hours i.e.


    after 06:00PM.Same procedure will be
    followed on weekends,gazetted holidays &
    public holidays
    High
    In case of SQL DB server , engage Taimoor
    Kiyani/Assistant Database Administrator &
    Muhammad Tahir/Assistant Database
    Administrator

    High
    Email to Khurram Khalid & Ali Asghar in Escalate to Khurram Raza , Zeehan Aziz &
    case of memory ,CPU & disk Utilization Farrukh Shahzad in case the issue still
    Alarms/Alerts received. persists after 12 hours
    Email to Khurram Khalid in case of
    Alrams/Alerts Received on Genesys screen.
    Low In case of SQL DB server , engage Taimoor
    Kiyani & Muhammad Tahir/Assistant
    Database Administrator

    Email & Call to Khurram Khalid & Ali Asghar


    in case of memory ,CPU & disk Utilization

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