Please enable JavaScript.
Coggle requires JavaScript to display documents.
Production Support - Coggle Diagram
Production Support
Change and Release Management
Infra Changes
Software Releases
Change and Release policies
Analyst
Working closely with our Exec Team to finalise decisions and authorise all Technical Changes and Releases.
Monitor all Change request submissions for categorization, accuracy & completeness, which will in turn, provide the authorizers of changes with all the information needed to make an accurate assessment of the change.
Ensuring that the Change & Release Policies are adhered to and escalation to senior management of breaches e.g. unauthorised changes.
Validate Release plans across the Application & Infrastructure estate, identifying dependencies, conflicts and deviation issues, to ensure effective scheduling of all Releases.
Produce detailed Release plans in relation to Application & Infrastructure Releases.
Maintain a Change and Release Register Across Application and Infrastructure
Current Business Support
Scheduled
Monthly
Daily
Weekly
Reactive
Incidents
Bugs
Zendesk ticekts
Various types of tickets comes through
DevOps bound
BA Bound
RMs Bound
Prod Support to resolve
SLA
Business hours
Monday - Friday 8am- 6pm
After hours
Anytime outside of business hours
P1 - critical and P2 - urgent
P2 Initial Response
1 hour (AH & BH)
15 mins (BH) - Hobson only
P1 Initial response
1 hours (AH)
10 mins (BH) - Hobson only
30 mins (BH) - All
P1 Resolution Target
3 hours
P2 Resolution Target
2 business days (all)
2 days (Craigs)
Requests
PagerDuty
Proactive
Tasks
Discussions
New Business Support
New Client Onboarding
Data migration support
Pre golive work
Post golive /hypercare support