It’s been 2 years since we started the CLOUD project. Looking back on January 2015, we had nothing. But at this moment we have a fully functioning CLOUD operations center, resolving 5,000 incidents per month, and performing 400 infrastructure changes with more than 25,000 physical servers and hundreds of thousands of virtual ones. Today, we are resolving service affecting incidents in an average of 24 minutes. We also perform infrastructure changes with a 98% success rate. We have begun upgrading our development and educational system. As a result, we have had 22 promotions – 16 of them within the technical area – from Junior engineering positions to senior engineering positions, and 6 of those within the management structure. We built our own LAB environment, in which we invested 600,000 CZK as a starter, enabling us to build a Windows Servers Operating System, a UNIX Server Operating System, a Network Security training, and Virtualization training. And we plan to invest more…
In 2016, we also employed 10 part-time employees in the Service Desk area (non-technical teams), with the aim of providing opportunities for students to get a feel for corporate business, gather experience, and start up their career with OKIN once they graduate from school. Since this was met with success, we hired 6 more part-time employees in 2017, this time to the engineering (technical) positions.
The complete CLOUD operations are built according to the ITIL best practises.
The Service Desk
dealing with customer requests and distributing the tickets to the technical teams. The main scope of the role is to take the overall management of the activities that are performed within the operations center – which begins with the distribution of the tickets to the technical teams and then managing the lifecycle of the tickets themselves – and following up with both internal and external teams. Another aspect is keeping the communication with the end customers flowing, which is the main contributor to customer satisfaction or dissatisfaction with regards to incident handling. The communication is mainly in English, with supporting also LATAM customers by providing support in Spanish and Portuguese. This is a great start for non-technical candidates, as they can familiarize themselves with the expansive field and decide what direction they’ll take going further in their career with OKIN.
Tier I engineering teams
consisting of several engineering sub-teams, divided on per-skill basis – Windows Operating system engineers, UNIX operating system engineers, Network engineers and Virtualization engineers. The Tier I engineering team is the first line of engineers dealing with incidents in the client’s infrastructure. This team is handling 90% of all incidents, and are a crucial team when it comes to the return to service process. The key aspects we are looking for are dedication, fast learning, and having a technical mind. These teams are a gateway to the high-tech world, to becoming a technical guru, a geek. To become such, being self-driven and making an effort to always learn new things is a key factor to success. Various technical trainings, either internal or external, that OKIN is offering in technologies we support are Red Hat 6,7 ; Windows Server 2008, 2012; VMWare, CISCO Firewalls, Switches, Routers; CITRIX NetScaler, F5 Load balancers and many, many others.
Tier II and III engineering teams
consist of the best senior engineers we have – the ones that step in if the Tier I engineers do not know how to proceed with a certain incident or change. As the owners, these people are, in fact, managing and maintaining the whole infrastructure. So when any higher level change needs to be made, these are the engineers who design and implement such changes. They are also participating on projects relating to customer infrastructure or the infrastructure as a whole. The Tier II and III engineers are experts in the same technologies mentioned within the Tier I scope, as well as Storage and Backup technologies.
Assigned Client engineers
this is the expert team focused on specific end customer infrastructure. They are taking care of the customer’s setup, and are their primary technical point of contact. In short, they are fine-tuning the setup to have the most agile and powerful service for the specific client. The teams are very successful and have received praise from the biggest corporations across the globe.