Answer / vikramthemass

Production support means whenever a problem/Error rises
while the product is
running we have to identify that problem/Error and solve it
or intimate about
that problem/Error to the concern person who is responsible
for that
problem/Error.

Informatica production support means we have to watch the
workflow monitor
carefully is all workflows and all Tasks are running
properly or not. (Means
data is loading in the proper way and to the right targets
and at the right
time or not).

If any problem/Error rises:

1) We have to resolve it and restart/recover that certain
workflow and task.
(If that error reservation responsibility is only ours).

2) Intimate about that error to the concern person which is
responsible for
that error. (If that error cont solved by us).

Here problem/Error means - workflows and tasks are not
running or they are
not started at the scheduled times or some problems occurred
at the data
loading or any server is down - Informatica server -
Repository server

Answer / suseendiran d

Roles and Responsibilities of Production Support Menber:

I was a doing Production Support for my project.I am
sharing my views on the asked question.

*.The main and foremost thing about the Production Support
person is that we should not be a time dependent person.
Means that we may get production issues at any time. Also
we may get situations that we should be in a call for
almost 10 or 10 + hours with the supporting person.

*.Even though we are not in the support, the other person
who is our otehr end support may ask some clarification on
any time.... Even in the mid night also....

*.Sharp attention on our work is needed since it involves
real time data. Insome cases we may be in a positin to
unschedule any load or we may schedule the same. Starting
and stoping the loads are highly time dependant.

*.We should be atleast aware of the basic actions that we
should take whenever we got any production issue. In some
situations we should act or in some other situations we
should contact others.

*.In some cases we have to guide others to do their end
works to resolve the issue. In that case we should have
their contact numbers and or their mail IDs at our desk.

*. Initialy if we get any production issue means we should
acknowledge that we are looking into the issue. If we are
not sending any acknowledgement means nobody will know that
we are looking into the issue.

*.We should log the errors that we are getting during our
scheduled time. It will be easier to the other person to
act whenever he/she is getting the same error or issue that
we got.

*.Incase if we did any mistake or any other action that we
are not suppose to do, we should not hide it to the
superiors. It will healp them to resolve the issue shortly.
If the action is hided means it will create waste of time
and also the effort of man power.

*.When your other end support person is asking any
doubt,dont hesitate to help in resolving any issue. Since
it is production issue, it will affect globally.

The above are the Roles and Responsibilities of a
Production Support Member.

Answer / srinivas

HI Suseendiran D

Your Gave a right answer to supporting project members

keep post answers

Thanks a lot
Srinivas

Answer / venki

Thank you this help me a lot for my new job Venki

Answer / suresh

Hello vikramthemass,

Can u plz tel me what applications are using and monitoring the the workflow and sessions and what reporting tools are using for report while facing any production issue???

Answer / vikramthemass

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