Infrastructure Challenges

Solving the support issues for the infrastructure team was a real challenge. There were not the resources that one might hope for when planning a global, high-availability system. The first step was to break the support into a type. We broke into both functional and technical. The team was able to identify by region a resource that would be available in normal working hours to act as a point of contact for issues. That person would resolve accounting and basic questions. If it required the work of the administrator, they would log a request for someone from the business to respond when they got the message. The technical resource would do things a bit differently. If it was a simple issue of logging on, or access, this ...

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