Moc Autosys Runbook v1 0

8/12/2019 Moc Autosys Runbook v1 0

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,able of Contents

"!" Introduction!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -

"!1 Ser'ice Operations .uide Scope!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -

"!/ #rief o'er'ie( of the pro0ect !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! -

1!" Infrastructure Architecture:!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

/!" Ser'ice %e'el A*reements!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!2

3!" Alert Mana*ement .uidelines !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!

-!" Introduction!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 1"

-!1 Purpose!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 1"

-!/ Scope!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 1"

-!3 +efinitions and Acronyms!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!11

-!- S%A!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 11

-!4 Roles and Responsibilities !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 11

4!" 5'ent Mana*ement .uidelines!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!1-

3!/ Ser'ice Re6uest .uidelines !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! !!!!!!!!!! 12

!" Introduction!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12

!1 Purpose!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12

!/ Scope!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12

!3 +efinitions and Acronyms!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!12

2!" ,asks!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!17

2!1 Ser'ice re6uest !!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 17

2!/ S%A!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 12!3 8orkin* on Ser'ice Re6uests!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!/1

3!3 Incident Mana*ement .uidelines!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!//

-!" 5scalation Matri9!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! //

-!1 Customer 5scalation Process!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! /3

7!" Capacity Mana*ement!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!/3

https:$$ch1(orkspaces$sites$S81"7$MOCAutosysProcess+ocuments$Shared;/"+ocuments$MOC$


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11!" Automation!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 3"

1/!" Roles and Responsibilities!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!31

13!" Appendi9!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!33

1-!" Chan*e %o*!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! 33


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Controlled Copy )on Production Chan*e Re6uest Procedure

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"!" Introduction

,his &ocu-ent contains Ser+ice O6erations 6olicies7 6rocesses an& 6roce&ures re8uire& to

su66ort Marathon Oil Co-6any9s AutoSys R''.2 en+iron-ents. ,his Ser+ice O6erations

ui&e contains in4or-ation 6ertainin3 to the architecture7 an& s6eci4ications 4or the R''.2

AutoSys en+iron-ent alon3 ;ith ser+ice su66ort an& ser+ice &eli+ery acti+ities re8uire& to

-aintain the en+iron-ent. ,his 3ui&e is inten&e& 4or use by the Co3niant AutoSys R''.2

Su66ort ,ea- an& contains tea- role &e4initions7 res6onsibilities7 -eetin3 an& re6ortin3

re8uire-ents7 inci&ent -ana3e-ent 6roce&ures7 an& escalation 6rocesses.

,his &ocu-ent contains Ser+ice O6erations 6olicies7 6rocesses an& 6roce&ures re8uire& to

su66ort the Co3niant I, IS Mana3e& Ser+ices 6ort4olio. ,his &ocu-ent &escribes ho; I, IS

Ser+ice Deli+ery -ana3es Batch =ob Monitorin3 an& job sche&ulin3 usin3 Autosys R'' 4or

Marathon Oil Co-6any on an O6erational basis.

1 Ser'ice Operations .uide Scope"!1!1 8hat this document co'ers

,he 6ur6ose o4 the &ocu-ent is to 3i+e a brie4 o+er+ie; an& sco6e o4 the 6roject. ,his

&ocu-ent also &iscusses the +arious 6lans ;hich are critical 4or the o6eration o4 the

Marathon Autosys In4rastructure Su66ort 6roject7 an& the 6rocesses ;hich ha+e to be

4ollo;e& 4or the s-ooth 4unctionin3 o4 the 6roject.

"!1!/ 8hat this document does not co'er

,his &ocu-ent &oes not atte-6t to instruct a user concernin3 the technolo3y co+ere&7 tools

trainin3 6olicies or -onitorin3 syste-s trainin3.

"!1!3 &ser 59pectations

It is e6ecte& that this &ocu-ent ;ill be use& by the Co3niant Ser+ice Deli+ery tea-

su66ortin3 Marathon9s AutoSys R''.2 en+iron-ents. ,his &ocu-ent &oes not co+er any

s6eci4ic internal Co3niant a&-inistrati+e acti+ities or issues.

2 #rief o'er'ie( of the pro0ectMarathon Oil Cor6oration is an inte3rate& international ener3y co-6any en3a3e& in

e6loration an& 6ro&uction? oil san&s -inin3? -arketin3 an& trans6ortation.

O6eratin3 across the 3lobe 7 Marathon is a-on3 the ;orl&@s lea&in3 inte3rate& ener3y

co-6anies # a66lyin3 inno+ation technolo3ies to &isco+er an& &e+elo6 +aluable ener3y

resources7 6ro+i&in3 hi3h#8uality 6ro&ucts to the -arket6lace an& &eli+erin3 +alue to all o4

the co-6any@s stakehol&ers.

Marathon Oil Co-6any re8ueste& Co3niant to u63ra&e the Autosys in4rastructure 4ro-

Autosys 0. to Autosys R''. ,he u63ra&e 6roject ;as co-6lete& success4ully by Co3niant.

Co3niant is 6ro+i&in3 )0 Su66ort 4ro- Mi& Dece-ber )(''7 ;hich is been 6er4or-e& by


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I, IS.

Co3niant -ana3es their Autosys in4rastructure7 ser+ice o6erations an& 4ocuses on

o6erations i-6ro+e-ents.

or this the Client re8uires an onshore an& o44shore tea- o4 Autosys A&-inistrators in

Autosys technolo3y 4ro- Co3niant. Autosys Syste- A&-inistrators ;ill 6ossess stron3technical skills7 or3aniational in4luence an& 3oo& ;ritten an& +erbal co--unications skills

to e44ecti+ely co--unicate across all le+els o4 sta44 an& users. iser job res6onsibilities

;ill inclu&e all o4 the 4ollo;in3#

Autosys R'' in4rastructure a&-inistration

irst 6oint o4 contact 4or all o6erational 6roble-s in+ol+in3 a66lication in4rastructure

Ee 6ro+i&e Fe+el '7 Fe+el ) an& Fe+el2 su66ort 4or Autosys

nsure 6roble-s are -ana3e&resol+e& cra&le#to#3ra+e 6ro+i&in3 6reli-inary an&

4inal RCA ;ithin a3ree& SFA

Pro+i&e a )0 e44icient -onitorin3 an& su66ort to the Autosys R'' u63ra&e&

en+iron-ent to kee6 the Autosys ser+ices on the 6ro&uction7 &e+elo6-ent an& 5A

en+iron-ent 4ully 4unctional.

,he Co3niant ,ea- -e-bers ;ill be sel4#-oti+ate&7 ;ith a han&s#on orientation an& ;ill

ha+e the ability to 4unction both in&e6en&ently as a -e-ber o4 a tea-GsH or lea&er o4 a

tea-. ,he can&i&ate ;ill ;ork un&er the &irect su6er+ision o4 the Project -ana3er.

"!/!1 Scope of the pro0ect

Sco6e o4 this 6roject is Autosys R'' a&-inistration7 roun& the clock eecute& 4ro-

Co3niant o44ice 6re-ises )0. ,his 6roject su66orts the 4ollo;in3 en+iron-ents :

'. D! GDe+elo6-ent en+iron-entH

). ,S, G,est en+iron-entH

2. PROD GPro&uction en+iron-entH

,he 4ollo;in3 are consi&ere& to be the -ajor ser+ices 6ro+i&e& by I,IS Autosys

In4rastructure su66ort tea-.

A66lication -aintenance by 6er4or-in3 &e6loy-ents7 installations7 u63ra&es an&

6atches -ana3e-ent.

Scri6tin3 an& auto-ation 4or any -anual a&-inistration relate& tasks

Installation an& con4i3uration o4 Autosys co-6onents an& ser+ices

Autosys cluster an& ;ork loa& -ana3e-ent


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Creatin3 the %no;le&3e Re6ository ha+in3 all &ocu-ents u6 to &ate

Docu-entin3 Stan&ar& O6eration Proce&ures GSOPH

O6ti-ie& all their -onitorin3 toolsGO6ti-ie 4or in4rastructure7 ECCH

I,IF Co-6liant su66ort -o&el an& -etrics base& -ana3e-ent

,his 6roject su66orts a )0 -onitorin3 an& a&-inistration su66ort7 ;hich co-6rise o4

)0 rs su66ort 4ro- O44shore startin3 4ro- (/:2( AM IS, to net -ornin3 (/:2( AM IS, all

&ays a ;eek. Ee ha+e * rs Su66ort 4ro- Onsite ,ea- ;hich ;orks startin3 4ro- 1.((

AM CS, to .(( PM CS,

.

1!" Infrastructure Architecture:

Sl! )o! Ser'ices in Ser'ice

Catalo*

Pro0ect Ser'ices ?as in

SO8@

ariation from the standard

ser'ices

' Autosys R''

A&-inistration an&

su66ort

Fe+el'7 Fe+el)7 an& Fe+el2

su66ort 4or Autosys R''

co-6onent


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/!" Ser'ice %e'el A*reements

Measure S%A S%A Operational Penalt Reportin*


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Compliance

,ar*et

+efinition y

Clause

?if any@

Bre6uency

Inci&ents

Res6onse

,i-e

P' 1*.J

P2>1*.J

P0>1*.J

,he ti-e taken

to ackno;le&3e

or res6on& the

recei6t o4 aticket

yes Monthly

Inci&ents

Resolution

,i-e

P' 1/.J

P)> 1/.J

P2>1/.J

P0>1/.J

,he ti-e taken

to ackno;le&3e

or res6on& the

recei6t o4 a

ticket

yes Monthly

Ser+ice

Re8uest

Resolution

,i-e

P'1.'(J

P)>1.'(J

P2>1.'(J

P0>1.'(J

,he ti-e taken

to resol+e the

ticket. ,his

eclu&es theMarathon Oil

;ait ti-e K

inclu&es the

res6onse ti-e

yes Monthly

A+ailability Autosys

a+ailability

>1*.)2J Syste-

A+ailability as

6er a3ree&

ser+ice hours

inclu&in3 a3ree&

&o;n ti-e

yes Monthly

Ca6acity

Mana3e-ent

CP$ $sa3e

J ar& 6a3e

4aults

Bytes o4

6hysical

-e-ory


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Co--itte&

bytes o4

-e-ory &oes

not ecee& the

total 6hysical

-e-ory

J o4 &isk ti-e

busy

Disk 8ueue

len3th

CP$ 8ueue

len3th

J o4 CP$

$sa3e

or ' hr or

-ore

0.(

Calculate& as

the a+era3e o4

all nu-erical

ratin3s recei+e&

4ro- sur+ey

6artici6ants

&urin3 the

Measure-ent

Perio&

yes Monthly

Process

co-6letion

on ti-e LAutoSys R''

=ob ailure

Res6onse


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6roce&ure to han&le those alerts:

5'ent Mana*ement Procedure ?MOC@

-!" Introduction

4 1 Purpose

Autosys teamdeals with the effective monitoring of the Production environment. Workload

Control Center (WCC) generates and publishes all the alerts in Production and currently

manual monitoring is happening. It is the first Point of contact for all the alerts.

Autosys eam is responsible for monitoring the environment for alarms or conditions that

re!uire special attention to avoid business impacting incidents or outages" and rapidly

responding to ma#or incidents as they occur.

4 2 Scope

In scope$

Point of contact for all the alerts% he Autosys team is the first point of contact

for any middleware issues. he (#Operations Alerts)team will send an email

regarding any alert. hese emails are tracked by a Autosys team team member.

Follow a proactive approach:he Autosys team will have a proactive approach

to any alert and escalate to resolve issues before it becomes critical. his

approach will help to increase productivity.

Immediate Action for PROD alerts$ Autosys team will provide immediate

response to the production related alerts as it is very critical. &ased on there!uirement Autosys team will also provide the diagnostics.

Initiate bridge calls$ Autosys team is responsible for initiating bridge calls.

Autosys team member needs to open the bridge call. Autosys team will be a part of

the bridge call throughout the lifecycle of the incident and will provide the re!uired

diagnostics.


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Out of scope$

he Autosys teamwill not be responsible for handling non%production alerts.

Autosys teamwill not be responsible for initiating change re!uests.

4 3 +efinitions and Acronymse; o4 the acrony-s an& or its &e4initions 6ro+i&e& here -ay not ha+e been use& in this

&ocu-ent7 but has been 6ro+i&e& 4or easy re4erence to their &e4initions.

-!3!1 Acronyms

Acronm Description

WCC Workload Control Center

4 4 S%A All alerts are classi4ie& into a Sin3le 6riority le+el base& on that ;e nee& to ackno;le&3e an&

res6on& to the alerts an& in4or- the job o;ners about the alert recei+e& 4or the job 4ailures;ithin )( -in 4ro- the ti-e alert ;as 3enerate&. ,his also inclu&es re-e&y ticket creation.

4 5 Roles and Responsibilities-!4!1 5'ent monitorin* team>s process

,he Autosys tea- ;ill recei+e alerts in -onitorin3 tool ECC.

5'ent Mana*ement 8CC Monitorin*'. ogin to WCC using through this * http$++mps,-/$0101+wcc2ainogin+. Put

username as your PIC code and password as your 23C windows password.

,. 3nce you login you will reach the 2ain ab. In the main screen there are many views" in

that choose 43&A 5I6W.
http://mps2673:8080/wccMainLogin/http://mps2673:8080/wccMainLogin/


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/. After logging in to 43&A 5I6W" choose Alerts tab.


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7. In the Alerts tab we see the #ob failure alerts generated for the #obs that have failed. 8irst

of all Acknowledge the alert as shown below.


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9. Check the #ob contact list for the failed #obs to get the #ob owner:s details.

-. Create ticket on user:s name and notify the same to user in ,1 minutes.

. While notifying failure to the user attach err logs in it.

0. 3nce the issue+alert is worked on and resolved" close the acknowledged alert in WCC.

-!4!/ 5'ent Mana*er

,he Autosys tea- is the 4irst 6oint o4 contact 4or any -i&are K Database alerts. ,he

-onitorin3 tools ;ill sen& an e-ail re3ar&in3 any alert. Autosys tea- ;ill 6ro+i&e initial su66ort 4or

all -ajor an& -inor 6ro&uction alerts. It ;ill res6on& to the alerts ;ithin the SFA &e4ine& an& base&

on the se+erity o4 the alert.

4!" 5'ent Mana*ement .uidelines

4!1!1 Pro0ect specific *uidelines for Minor Incident


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On escalation F2 tea- shall ;ork on it an& 6ro+i&e resolution.

4!1!/ Pro0ect specific *uidelines for Ma0or Incident


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3!1,icketin* ,ool ?Remedy@:

'. Fo3in to MOC Re-e&y usin3 the $rl as belo;?

MOC#$RF Lhtt6s:ser+ice&eskn).nais-c.co-arsysshare&lo3in.js6arsys4or-snar-&y)MOCNel6DeskSu66ort

). Pro+i&e the $serna-e an& Pass;or&.

2. Search 4or re-e&y tickets base& on rou6 i.e. MOCCA$,OSSS$PPOR,

0. Click on any 6articular re-e&y ID to +ie; the 4ull &etails o4 the ticket.

. I4 4oun& any tickets as status Q"e; or QAssi3ne& assi3n the ticket to the in&i+i&ual an&chan3e the status to QEork in Pro3ress7 as ;ell as u6&ate Eork lo3 section accor&in3ly.

/. ,o +ie; the SFA &etail7 click on the SFA Earnin3 Console link. ,hen7 select the 3rou6 i.e.MOCCA$,OSSS$PPOR,

. Select the tickets liste& to +ie; the SFA &etail o4 res6ecti+e ticket.

*. Chan3e the status as QEork In Pro3ress once starte& ;orkin3 on the ticket an& u6&ateEork Fo3 o4 the ticket as such.

1. I4 nee& in4or-ation 4or 6rocessin3 the ticket7 sen& an e-ail to the re8uestor ;ith the ticket&etails7 re8uestin3 the in4or-ation nee&e&. $6&ate the status o4 the ticket as QPen&in3Re8uestor In4or-ation an& u6&ate the Eork Fo3 as such.
https://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Support


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'(. Once 3ot the re8uire& in4or-ation 4ro- the re8uestor7 u6&ate the ticket Eork Fo3 ;ith thein4or-ation an& chan3e the status o4 the ticket to QEork In Pro3ress.

''. Once the ticket is 6rocesse&7 sen& an e-ail to re8uestor in4or-in3 the ticket co-6letionan& u6&ate the Eork Fo3 as such. Chan3e the status to QPen&in3 A66ro+al

'). Mark the ticket as QResol+e& once con4ir-e& by the re8uestor about ticket resolution byan e-ail. $6&ate the Eork Fo3 an& Inci&ent Resolution o4 the ticket as such.

'2. I4 not recei+e& any res6onse 4ro- the re8uestor a4ter the ste6 '' abo+e? sen& 2 4ollo; u6e-ails 4or the con4ir-ation o4 the ticket closure.

'0. Mark the ticket as QResol+e& un&er 2#Strike Process i4 not recei+e& con4ir-ation e-ail4ro- re8uestor a4ter Ste6 '2 abo+e.

3!/ Ser'ice Re6uest .uidelines

his ;ervice *e!uest 2anagement document provides operational instructionsto follow to manage the ;ervice *e!uests received in the environment $

Ser'ice Mana*ement Procedure 1!"

!" Introduction

6 1 Purpose,he 6ur6ose o4 this &ocu-ent is to 6ro+i&e in4or-ation about ser+ice re8uest an& eecution6rocess in Marathon MOC n+iron-ents.

6 2 Scope,he sco6e o4 this &ocu-ent is li-ite& to Marathon MOC Ser+ice re8uests.

6 3 +efinitions and Acronymse; o4 the acrony-s an& or its &e4initions 6ro+i&e& here -ay not ha+e been use& in this&ocu-ent7 but has been 6ro+i&e& 4or easy re4erence to their &e4initions.

,he ter- Q"on#Pro&uction Chan3e Re8uest re4ers to the Ser+ice Re8uests as in I,IF !2.

!3!1 Acronyms

Acronym +escription

MOC Marathon Petroleu- Co-6any

I,IF In4or-ation ,echnolo3y In4rastructure Fibrary


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CI Con4i3uration Ite-

RC Re8uest 4or Chan3es

!3!/ +efinitions

,erm +efinition"on Pro&uction It inclu&es De+elo6-ent7 ,est en+iron-ent

Priority Priority in&icates the relati+e or&er in ;hich a series o4 ite-s #shoul& be a&&resse&.

Proble- An $nkno;n un&erlyin3 cause o4 one or -ore inci&ents

Inci&ent any e+ent ;hich is not 6art o4 the stan&ar& o6eration o4 a ser+icean& ;hich causes7 or -ay cause7 an interru6tion to7 or are&uction in7 the 8uality o4 that ser+ice.

Chan3e ,he a&&ition7 -o&i4ication or re-o+al o4 a66ro+e& su66orte& orbaseline& har&;are7 net;ork7 so4t;are7 a66lication7en+iron-ent7 an& syste-7 &eskto6 buil& or associate&&ocu-entation.

EI%I It is a tool 4or the &iscussion an& sharin3 the &ata. It 6ro+i&es allthe &etails 4or "on 6ro&uction.

2!" ,asks

7 1 Ser'ice re6uest,he Autosys R'' Su66ort tea- is res6onsible 4or -aintainin3 an& su66ortin3 the MOC

Autosys en+iron-ent o4 Marathon. One o4 the acti+ities that the Su66ort tea- is e6ecte& to6er4or- is L ;orkin3 on Ser+ice Re8uests7

Ser'ice Re6uests are Re-e&y tickets that &o not re8uire an etension or chan3e inso4t;are 4unctionality or a chan3e in ;ork 6rocesses. Routine Ser+ice Re8uests 4ollo; a6re&eter-ine& 6rocess 4or 4ul4ill-ent an& &o not re8uire analysis. Ser+ice Re8uests areroutine an& re6etiti+e in nature an& not +ariable or a&hoc. o;e+er7 Ser+ice Re8uests arenot BA$ Chan3e Re8uests because these &o not re8uire any chan3es in co&e.

Ser+ice Re8uests are 3o+erne& by strict SFAs L both 4or res6onse ti-e an& resolution ti-e.Res6onse ,i-e is &e4ine& as the ti-e bet;een ticket creation an& ticket acce6tance inRe-e&y. Due to this7 it is i-6erati+e that the Su66ort tea- kee6s -onitorin3 the Re-e&yticket 8ueue on all ;ork&ays an& acce6t tickets as soon as they are create&.

Res6onse ,i-e is &e4ine& as the ti-e it takes 4or a ticket to be -o+e& to Eork in Pro3ress.So7 the Su66ort tea- nee&s to ensure that they chan3e the status o4 a ticket to Eork inPro3ress as soon as they start ;orkin3 on a ticket.

Resolution ,i-e is &e4ine& as the ti-e bet;een ticket creation an& ticket closure G;henstatus is chan3e& to Resol+e&H in Re-e&y. ,his &oes not inclu&e the ti-e a ticket s6en&s in+arious Pen&in3 statuses. So7 it is i-6erati+e that the ticket status is chan3e& to thea66ro6riate Pen&in3 status ;hene+er the Su66ort tea- is ;aitin3 4or in6uts 4ro- anothertea- or the re8uestor.


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7 2 S%A All ser+ice re8uests are classi4ie& into &i44erent 6riority le+els base& on their i-6ortance an&

6riority le+el 4or business7 users an& in4rastructure. ,hese re8uests ;ill be res6on&e& an&

actione& ;ithin 4ollo;in3 ti-elines base& on their 6riority.

,hese SFAs are in 6rocess o4 bein3 -a66e& ;ith tasks in Ser+ice Catalo3.

Priority Response S%A

?mins@

Resolution S%A

?mins@

P' ' )0(

P) ' 0*(

P2 '00( 02)(

P0 '00( 02)(

2!/!1 Ser'ice Re6uest Classification

,his section in&icates ser+ice re8uest classi4ication ty6e an& criteria base& on the 6riority7

I-6act on business an& $r3ency.

Ser'ice Re6uest is classified as follo(s!

Incident

Classification

Criteria for classification

Critical L P' All 6ro&uction ser+er re8uests a44ectin3 -ulti6lea66lications to be consi&ere& as P' Critical

Major L P) All 6ro&uction ser+er re8uests a44ectin3 sin3lea66lication to be consi&ere& as P) -ajor

Minor L P2 Ser+ice re8uests ;hich are to be consi&ere& as P2

Fittlenone L P0 All &e+elo6-ent ser+ice re8uests to be consi&ere& asP0

1!1!1 Ser'ice Re6uest Process Blo(

Acce6t the Re-e&y ticket an& &eter-ine i4 it has been correctly classi4ie& as an

Inci&ent or Ser+ice Re8uest. Mo+e the ticket to QEork in Pro3ress status.


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In the case o4 a Re-e&y ticket is ;ron3ly raise& as hi3h se+erity ticket Gi.e.7 i4 the

se+erity shoul& be lo;ere&H7 contact the Autosys Ser+ice Deli+ery Coor&inator toa66ro+e re&ucin3 the se+erity o4 the inci&ent.

Contact the re8uestor +ia 6hone an& +ia e-ail Gco6yin3 AutosysSupport&istribution

listH to let the- kno; that the ticket has been 6icke& u6 by the su66ort tea- -e-beran& also to &iscuss &etails 6ertainin3 to the issue;ork the re8uestor nee&s

resol+e&co-6lete&. I4 the su66ort tea- -e-ber is not able to reach the re8uestor +ia6hone they ha+e to lea+e a +oice-ail in4or-in3 the re8uestor that the ticket has beenassi3ne& to the su66ort tea- -e-ber. ,he ;ork lo3 in Re-e&y nee&s to be u6&ate&;ith &etails 6ertainin3 to all co--unications -a&e ;ith the re8uestor.

In the case o4 a i3h Se+erity ticket7 Autosys Ser+ice Deli+ery Coor&inator

GOnsiteO44shoreH7 Client Mana3er an& Co3niant -ana3e-ent shoul& be co6ie& ;henthis initial e-ail is sent.

Assess the ticket an& &o an initial analysis to &eter-ine ;hat cause& the inci&ent Gor in

case o4 Ser+ice Re8uest ;hat coul& be &one to resol+e itH

$6&ate the ticket ;orklo3 ;ith the initial analysis

Sen& re3ular u6&ates to the re8uester +ia e-ail Gan& co6y the e-ail to the Re-e&y

;orklo3H. In case o4 hi3h se+erity tickets7 these e-ail u6&ates nee& to be sent at leastonce an hour 4or Se+erity ' tickets an& at least once e+ery ) hours 4or Se+erity )tickets. Marathon an& Co3niant -ana3e-ent shoul& be co6ie& on these e-ailu6&ates.

I4 a66licable7 6ro+i&e a ;ork aroun& to restore the Marathon Fi+e Syste- or 6ro+i&e a

4i7 in accor&ance ;ith the a66licable Ser+ice Fe+els.

I4 the Inci&ent or Ser+ice Re8uest re8uires a chan3e7 4ollo; the a66licable Chan3e

Mana3e-ent 6roce&ures.

In4or- the re8uestor once the issue has been resol+e& an& 3ain their concurrence that

the ticket can be -arke& resol+e& or close&.

$6&ate the Resolution tab in Re-e&y ;ith the ste6s taken to resol+e the ticket. ,his is

a use4ul %no;le&3e Mana3e-ent 6ractice an& ;ill hel6 cut &o;n the Resolution ti-e i4

a si-ilar issue ha66ens in the 4uture.

1!1!/ Roles and Responsibilities

Sl! )o Acti'ity Responsibility

Dri+in3 the e44iciency K e44ecti+eness o4 the ,icket Mana3e-ent6rocess.

Inclu&in3 re3ular au&its o4 tickets to ensure they are bein3 u6&ate&accurately7 ti-ely an& co-6letely G;ith s6ecial attention to the8uality o4 in4or-ation containe& in the ;ork lo3.H O44shore

O6erationsFea&Pro&ucin3 -ana3e-ent in4or-ation

Mana3in3 the ;ork o4 inci&entSer+ice re8uest su66ort sta44

Monitorin3 the e44ecti+eness o4 ser+ice -ana3e-ent an& -akin3reco--en&ations 4or i-6ro+e-ent


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Sl! )o Acti'ity Responsibility

Inci&entser+ice re8uest re3istration

MarathonSer+ice &esk

Routin3 inci&entser+ice re8uest throu3h su66ort 3rou6 ;heninci&ents are not close&

Initial su66ort K classi4ication

an&lin3 inci&entser+ice re8uest escalation

Co3niant,ea-

Ser+ice re8uest in+esti3ation an& &ia3nosis

Detection o4 6ossible 6roble- an& the assi3n-ent o4 the- to the6roble- -ana3e-ent tea- 4or root cause analysis

,he resolution K reco+ery o4 assi3ne& Inci&ent

Closure o4 ser+ice re8uest

7 3 8orkin* on Ser'ice Re6uests'. Fo3in to MOC Re-e&y usin3 the $rl as belo;?

MOC#$RF Lhtt6s:ser+ice&eskn).nais-c.co-arsysshare&lo3in.js6arsys4or-snar-&y)MOCNel6DeskSu66ort

'/. Pro+i&e the $serna-e an& Pass;or&.

'. Search 4or re-e&y tickets base& on rou6 i.e. MOCCA$,OSSS$PPOR,

'*. Click on any 6articular re-e&y ID to +ie; the 4ull &etails o4 the ticket.

'1. I4 4oun& any tickets as status Q"e; or QAssi3ne& assi3n the ticket to the in&i+i&ual an&chan3e the status to QEork in Pro3ress7 as ;ell as u6&ate Eork lo3 section accor&in3ly.

)(. ,o +ie; the SFA &etail7 click on the SFA Earnin3 Console link. ,hen7 select the 3rou6 i.e.MOCCA$,OSSS$PPOR,

)'. Select the tickets liste& to +ie; the SFA &etail o4 res6ecti+e ticket.

)). Chan3e the status as QEork In Pro3ress once starte& ;orkin3 on the ticket an& u6&ateEork Fo3 o4 the ticket as such.

)2. I4 nee& in4or-ation 4or 6rocessin3 the ticket7 sen& an e-ail to the re8uestor ;ith the ticket&etails7 re8uestin3 the in4or-ation nee&e&. $6&ate the status o4 the ticket as QPen&in3Re8uestor In4or-ation an& u6&ate the Eork Fo3 as such.

)0. Once 3ot the re8uire& in4or-ation 4ro- the re8uestor7 u6&ate the ticket Eork Fo3 ;ith thein4or-ation an& chan3e the status o4 the ticket to QEork In Pro3ress.

). Once the ticket is 6rocesse&7 sen& an e-ail to re8uestor in4or-in3 the ticket co-6letionan& u6&ate the Eork Fo3 as such. Chan3e the status to QPen&in3 A66ro+al

)/. Mark the ticket as QResol+e& once con4ir-e& by the re8uestor about ticket resolution byan e-ail. $6&ate the Eork Fo3 an& Inci&ent Resolution o4 the ticket as such.

). I4 not recei+e& any res6onse 4ro- the re8uestor a4ter the ste6 '' abo+e? sen& 2 4ollo; u6e-ails 4or the con4ir-ation o4 the ticket closure.

)*. Mark the ticket as QResol+e& un&er 2#Strike Process i4 not recei+e& con4ir-ation e-ail4ro- re8uestor a4ter Ste6 '2 abo+e.
https://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Supporthttps://servicedeskn2.naismc.com/arsys/shared/login.jsp?/arsys/forms/narmdy2/MPC+HelpDesk/Support


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3!3 Incident Mana*ement .uidelines

his Incident 2anagement document provides operational instructions to follow tomanage the Incidents happening in the environment$

https$++ch'workspaces+sites+;W'10+23C


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Contact

Secon&aryscalation

Contact

'.Puthanveettil";ivakumar

). ! =ero-eernan&e

Sr.Deli+ery Mana3er

Sr.Deli+ery Mana3er

'/ ,@- ,000

0@' '2#/)1#//((

)(' )*/ 0*)

*1' )('#/*/#/0*

,ertiaryscalation

Contact

%e&arnathMukherjee

Assoc. Director # I,IS

?@'%01%/11/0-7 N1' 1//221*'*

-!1 Customer 5scalation Process

!en&or contact list K escalation -atri is as 3i+en belo;

)ame Or*ani=ational Role eEMail Phone

Patrick Steler ;enior Informationechnology ;pecialist

6bsteler-arathonoil.co- '2#)1/ )/2 GOH

=ulie Fo6e Information echnology2anager

#slopeDmarathonoil.com *1' '/%,@-'@'GOH

*2)*'/0/ GMH

Anne % unt Compliance =irector akhuntDmarathonoil.com '/%,@-/@/ (3)

'/%71@%7,0, (2)

7!" Capacity Mana*ement

Ee ensure that I, ca6acity 4or Marathon -eets current an& 4uture business re8uire-ents in a cost#

e44ecti+e -anner.

Ca6acity Mana3e-ent is a ser+er -ana3e-ent solution that ea-ines a66lications7 ser+ers an&

&atabases to hel6 I, -ana3ers an& a&-inistrators i&enti4y 6er4or-ance 6roble-s in critical business

6rocesses.

It has the ability to ensure the ser+ers that host or rein4orce autosys a66lications run s-oothly an&

6er4or- ;ithin acce6table li-its. Per4or-ance Monitorin3 6ro+i&es inte3rate& +ie;s into a66lication7

ser+er an& &atabase a+ailability an& 6er4or-ance7 so the 6roble-s can be resol+e& be4ore they i-6act

the business. ,his ensures increase& a66lication a+ailability an& re&uce& res6onse ti-es
mailto:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]:[email protected]


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,his &ocu-ent e6lains ho; ;e ha+e take the back u6 o4 the ra; &ata 4or Ca6acity -ana3e-ent :

htt6s:ch';orks6acessitesSE'(*MOCAutosysProcessDocu-entsShare&

J)(Docu-entsMOCtractin3theRa;&ata4orCa6acityMana3e-ent.&oc

,his &ocu-ent e6lains ho; to 3et 3ra6hs 4ro- SCOM 4or Ca6acity -ana3e-ent Re6ortin3 :

https:$$ch1(orkspaces$sites$S81"7$MOCAutosysProcess+ocuments$Shared

;/"+ocuments$MOC$

2. ,his &ocu-ent 6ro+i&es the list an& &escri6tion o4 the Basic co--an&s usa3e in Autosys
https://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Extracting_the_Raw_data_for_Capacity_Management.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Extracting_the_Raw_data_for_Capacity_Management.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Extracting_the_Raw_data_for_Capacity_Management.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/How_to_get_graphs_from_Scom.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/How_to_get_graphs_from_Scom.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MOC_1000064226_BCPDocument.pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MOC_1000064226_BCPDocument.pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MOC_1000064226_BCPDocument.pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/General_Induction_Plan_Marathon.xlshttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/General_Induction_Plan_Marathon.xlshttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/General_Induction_Plan_Marathon.xlshttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_Reference_Guide_(UNIX).pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_Reference_Guide_(UNIX).pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Extracting_the_Raw_data_for_Capacity_Management.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Extracting_the_Raw_data_for_Capacity_Management.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/How_to_get_graphs_from_Scom.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/How_to_get_graphs_from_Scom.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MOC_1000064226_BCPDocument.pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MOC_1000064226_BCPDocument.pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/General_Induction_Plan_Marathon.xlshttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/General_Induction_Plan_Marathon.xlshttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_Reference_Guide_(UNIX).pdfhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_Reference_Guide_(UNIX).pdf


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R'' :


J)(Docu-entsMOCAutosysCo--an&s.66t

0. ,his &ocu-ent e6lains all the ste6s to be 4ollo;e& 4or Mi3ratin3 AutoSys jobs 4ro- 0. to

R'' :


J)(Docu-entsMOCAutoSysR''=obMi3rationsProcess.&oc

. 6lains the ste6s nee& to be 4ollo;e& 4or the SAP Eeeken& Maintenance Acti+ity :

Eeeken&

Maintenance Proce&u

/. =ob On boar&in3 re8uest

,his &ocu-ent e6lains the &etails ;e ask 4ro- re8uestor 4or a ne; job

Autosys R''Su66ort#=ob On boar

. Proce&ure 4or "e; job creation an& Pro-otion

=ob creation an&Pro-otion.&oc

*. =ob O6ti-iation

,his &ocu-ent e6lains all the ste6s to be 4ollo;e& 4or Inacti+e job cleanu6 6rocess

A$,OSS R''# =obo6ti-i

1. =ob Contact Fist

ollo;in3 &ocu-ent contains all the u6&ate& contact list an& restart 6roce&ure re8uire& incase o4 =ob ailure:

UUctsin-b6s4ubUAutosysR''U=obContactUMOC
https://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Autosys_Commands.pptxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Autosys_Commands.pptxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Autosys_Commands.pptxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_R11_Job_Migrations_Process.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_R11_Job_Migrations_Process.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_R11_Job_Migrations_Process.docxhttp://smb//ctsinmbpsfub/AutosysR11/Job_Contact/MOChttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Autosys_Commands.pptxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Autosys_Commands.pptxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_R11_Job_Migrations_Process.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/AutoSys_R11_Job_Migrations_Process.docxhttp://smb//ctsinmbpsfub/AutosysR11/Job_Contact/MOC


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Ee kee6 on u6&atin3 the list ;hene+er there is a chan3e in job contact an& restart6roce&ure. 5uarterly ;e re+ie; the &ata ;ith the list that ;e ha+e in ,ea- !ie; site

htt6:;;).i.-oc.co-sitesit#ent6rs#a66l#inte3rat#co6FistsAutosysJ)(=obDocJ)(J)(SAPAllIte-s.as6

,o o6en ,ea- !ie; site7 ;e nee& to lo3on to Marathon net;ork usin3 Citri.

he Contact details are available in below two 6cel sheets in share as well

!on"AP"$ontact%&ls

AP"$ontacts'lat%&ls

8iles are saved in our share drive$EEcyrrs-19EWorkgroups


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! indicate that the user re,uested to stop the notification

ob Restart Instruction: hese instructions are internal to supportwhich is

re!uested by the user. Any instructions updated in this column will be sent to thesupport team onland not to user

Primar $ontact:2ake sure where ever you have a primary contact use the user 8irst

name in the primary contact column as it makes more easy to address in the mail 62sends

Primar $ontact *mail:his column should contact only emails and not other data

should be stored

econdar $ontact:2ake sure where ever you have a ;econdary Contact use the

user 8irst name in the ;econdary Contact+= name column as it makes more easy toaddress in the mail 62 sends

If there happens to be multiple users as a contact for any #ob all the names and email

I=:s should be comma separated and !O/ semicolon

'(. Ste6s to 4ollo; in case o4 Autosys Database Ser+er una+ailability:

AutosysDatabaseSer+er$na+ailability.

''. Ste6s to 4ollo; in case o4 Autosys Sche&uler Do;n :

AutosysSche&ulerissue.&oc

'). Ste6s to 4ollo; in case o4 ECC un3 Issue :

ECChun3issue.&oc

'2. Ste6s to 4ollo; to resol+e it co&e rror ')) an& ')2


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Process to resol+e>it co&e rror ')) a

'0. Ste6s to 4ollo; to set u6 co--on e#-ail bo

Instructions to setu6 Co--on e#-ailbo>

'. Autosys R'' Ser+er Ser+ices

,his &ocu-ent lists all the Autosys Ser+er Ser+ices that ;e -onitor

Autosys R'' Ser+erSer+ices.&oc>

'/. Calen&ar creation:

,his &ocu-ent e6lain ho; to createe&it calen&ars in Autosys. Eith the calen&ar 4ro-

Duane inck7 ;e9+e to u6&ate the BE calen&ars as ;ell.


J)(Docu-entsMOCCreatin3J)(Calen&arJ)(&ocu-entation.&oc

'. MRO#MonthlyMaintenance

,his &ocu-ent e6lains the ste6s to be 4ollo;e& &urin3 Monthly P Maintenance on

Autosys Ser+ers:

$6&ate&

MRO#Monthly Mainte

!" Ma0or Incidents

,his &ocu-ent lists the &etails about AutoSys R'' $n6lanne& Outa3e # PROD$C,IO" # )(th Au3ust
https://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Creating%20Calendar%20documentation.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Creating%20Calendar%20documentation.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Creating%20Calendar%20documentation.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Creating%20Calendar%20documentation.docx


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)('2:

Autosys R''

$n6lanne& Outa3eP

1"!"RCA

Ee ca6ture root cause analysis 4or all the -ajor acti+ities that ha66en ;ithin the en+iron-ent

Initial RCA shoul& be sub-itte& ;ithin &ays o4 the issue an& 4inal RCA shoul& be co-6lete& by 'th

&ay 4ro- &ate o4 issue.

'. A$,OSS DB 4ailure 12()(') '0:(( CS,

MRO Root CauseAnalysis A$,OSS DB

;teps to follow if same issue happens again

AutosysDatabase

Ser+er$na+ailability.

). ECC Outa3e (*'))(') '(:2( PM CS,

https$++ch'workspaces+sites+;W'10+23C,1Cause>,1Analysis%WCC>,13utage.doc



J)(Docu-entsMOCECChun3issue.&oc

/. 2P;,-Fob8ailure eit code',, ,9+1'+,1'/

https$++ch'workspaces+sites+;W'10+23C,1Cause>,1Analysis%2P;,->,1Fob>,18ailure>,1eit>,1code>,1',,.doc

https://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/WCC_hung_issue.dochttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/WCC_hung_issue.dochttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-WCC%20Outage.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/WCC_hung_issue.dochttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/WCC_hung_issue.dochttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-MPS2677%20Job%20Failure%20exit%20code%20122.docx


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https$++ch'workspaces+sites+;W'10+23C,1resolve>,16it>,1code>,16rror>,1',,>,1and>,1',/.doc

7. Fobs failed without logs,1and>,1',/.doc

9. Cluster heartbeat and &ur GICs failed on the server 2P;,-, @+,@+,1', ,/$/1C;

https$++ch'workspaces+sites+;W'10+23C,1*oot>,1Cause>,1Analysis>,1',,-',.doc

his is still under investigations that why the fabric failover configuration wasmissing

-. =eadlock was observed in Autosys =& on 17+''+,1'/ 11$,9$'9 A2 C;

https$++ch'workspaces+sites+;W'10+23C,1Cause>,1Analysis%17%''3utage%8inal.doc

11!" Automation

As 62 automation is complete" in case of #ob failure an automated email is triggered toAutosys eam that simplifies the monitoring process. As well an email is triggered to

#ob owner.

If there is any change or addition to #ob contact+ restart procedure" we make thechanges in our contact list in eam 5iew as well internal share and then send the list to*an#eeth. He makes the changes at 62 level for automation and we seek confirmation

within ,7 hours.

&elow are the steps followed for #ob failure notification$
https://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-Jobs%20failed%20without%20logs_MPS2677.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Process%20to%20resolve%20Exit%20code%20Error%20122%20and%20123.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/Draft%20MRO%20Root%20Cause%20Analysis%201722612.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docxhttps://ch1workspaces/sites/SW108/MOC_Autosys_Process_Documents/Shared%20Documents/MOC/MRO%20Root%20Cause%20Analysis-04-11Outage-Final.docx


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Project ID: '((((/00)/ 5,IM !er: '.)

C3: Protected Pa3e 2' o4

;end email notification to the users for every #ob failures if not sent by 62.Gotification email will tell us for which failure the #ob owner has been and notbeen notified.

,. *emedy tickets for the failures needs to be created. 6ception$ Go remedyticket needs to be created until asked by the #ob owner for the error =ata

6ception 6rrorJ for all ;AP%H*" ;AP%H*=8 and ;AP%H**P #obs. ;ee theattached email for more clarification./. =ifferent remedy tickets to be created for different #ob failures. 6g$ If the #ob

;AP%AP%KLM and ;AP%AP%PN* fails at the same time" two different tickets needto be created. If two or more #obs fail within the same bo #ob then only oneremedy ticket is enough.

7. If a #ob fails and there is already a remedy ticket eisting" add the #ob failure tothe eisting ticket" no need to create a separate ticket.

9. Attach logs to the #ob failure ticket.-. A separate CI for #ob forcestart has been created" please use that.. If a ticket comes to our !ueue with a wrong CI" please correct the CI.

0. Fob 8ailure Process for &W Fobs$

Autosys # SAP BE

=ob ailure P...

1/!"Roles and Responsibilities

1/!1 Operator F Production control Analyst le'elChecklists

The following table provides various checklists that are applicable for the engagement.These will be reviewed on a periodic basis depending on engagement needs.

01%0%0 Operator 0 and Operator 1 Roles

https$++ch'workspaces+sites+;W'10+23C


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Project ID: '((((/00)/ 5,IM !er: '.)

C3: Protected Pa3e 2) o4

Be a+ailable on ser+ice 6er shi4t an& on call roster

et tickets 4ro- Re-e&y an& Prioritie the-

$n&erstan& the issues an& resol+e the- ;ithin SFA

A&here to the ticket -ana3e-ent 6rocess inclu&in3 the ti-ely an& accurate u6&atin3o4 ticket in4or-ation an& co--unications to the ticket re8uestor

Docu-entation o4 RCAs ;ithin SFA

Partici6atin3 in internal an& eternal au&its con&ucte& at Marathon

Re6ort to O44shore O6erations Fea& on a &ay to &ay basis

Partici6ate in re3ular tea- -eetin3s

,echnical ,rainin37 coachin3 an& -entorin3 o4 ,ea- -e-bers

%B creation an& -aintenance

2%0%3 hift lead

5ueue -ana3e-ent7 ticket assi3n-ent an& 4ollo;#u6

Incident Mana*er: Shi4t Fea& acts as an Inci&ent Mana3er an& he is accountable 4or

o+erall coor&ination o4 assi3ne& Inci&ents an& SFA co-6liance7 co-6laint an&

escalation 6oint 4or -ajor Inci&ent.

Assi3n an& track the 6roble- Mana3e-ent 6rocess an& ensure the RCA9s are

sub-itte& on ti-e ensure the SFA9s are -et

Fea& the shi4t han&o+er calls an& han&o+er &ocu-ent to shi4t lea& o4 the net shi4t

;ith &etails o4 all the u6&ates an& critical outa3es issues

Assi3n an& track the tasks assi3ne& to the in&i+i&uals in the tea-

Pre6are an& share &aily Shi4t re6orts

2%0%4 /eam 5ead

,o au&it ;ork lo3s in Re-e&y to ensure correctness o4 technical solution

Be a+ailable on ser+ice 6er shi4t an& on call roster

et tickets 4ro- ,icketin3 tool an& Prioritie the-

$n&erstan& the issues an& resol+e

Partici6atin3 in internal an& eternal au&its con&ucte& at Marathon

Re6ort to O44shore O6erations Mana3er on a &ay to &ay basis


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Project ID: '((((/00)/ 5,IM !er: '.)


,rack 6ro3ress o4 tickets on a &aily basis

Pro+i&e necessary technical 3ui&ance to the su66ort en3ineers to hel6 resol+e tickets

;ithin SFA

Partici6ate in re3ular tea- -eetin3s an& &aily onsite#o44shore#onsite han&o+er

nsure Con4i3uration -ana3e-ent &ocu-entation is u6&ate& as re8uire&. Gat

-ini-u- a4ter e+ery chan3e is co-6lete&H.

Pre6are Release Plans in conjunction ;ith the Sr. Su66ort n3ineer an& O6erational

Fea&s

13!" Appendi9

1-!" Chan*e %o*

Please note that this table nee&s to be -aintaine& e+en i4 se6arate Chan3e ite- status lo3is -aintaine& in the tool &ocu-ent an& the +ersion history nee&s to be 3i+en here. Butre4erence can be 3i+en to &etails o4 the chan3es i4 it is not 3i+en here.

e

rsi

on

)

u

m

ber

Chan*es Made

Dra4t Initial baseline create& on )*th Au3 )(') by "a3araj e3&e

!'.(

Pa*e)o!

Chan*ed#y

5ffecti'e+ate

Chan*es 5ffected

')7 '2 "a3araj 00)('2 A&&ition o4 Process &ocu-ents to%no;le&3e Mana3e-ent section

'0 "a3araj *'()(')

A&&ition o4 Process &ocu-ent 4or O6r 'an& O6r) Roles

1 "a3araj 2((1)(')

)(')('2

'. A&&ition o4 +ent Mana3e-entProce&ure to Alert an&lin3ui&elines

). A&&ition o4 Ser+ice DeskRe4erence

'0 Rajesh (()('2

A&&ition o4 =ob Contact at cyrr share


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'* Rajesh (()('2

A&&ition o4 =ob 4ailure 6rocess 4or BEjobs

'' Rajesh ('))('2

A&&ition in scalation Matri L Inclu&eRu&y.

'/ Rajesh ())('2

$6&ate& MRO#Monthly Maintenance

' Rajesh ())('2

RCA 4or Dea&lock obser+e& in AutosysDB

) Rajesh (*)')('2

Major Inci&ent: $n6lanne& Outa3e inPro&uction on )(thAu3 )('2

'' Rajesh ()(/)('0

A&&ition in scalation Matri L Inclu&ePat an& =ulie.