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L1 TECH SUPPORT
Specialized tech support assigned to attend user´s daily requirements focused
on the infrastructure availability.
L1 TECH SUPPORT MAINFRAME ACTIVITIES
1. Guards and escalations Matrix 5. Weekly report with performance indicator
2. Service coverage Schedule and SLAs
3. Production processing logbook a) Attended tickets summary
4. Daily Report with operation´s behavior: b) Tickets served in time
a) Attended Requirements c) Tickets served outside SLA and their
justification
b) Attended Alerts
d) Attended alerts
c) Escalated Alerts
e) Attended changes
d) Applied changes (Production, QA,
Development, and Certification f) Changes that generates Incident
environments) g) Tech inform for P3 priority Incidents
e) Attended Incidents h) Remediation actions to reduce risks
f) Attended Problems (following on) and impacts
