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production support for operations team

1. Monitoring and Alerts

Ensure all monitoring tools are operational.

Set up alerts for critical systems and applications.

Review alert thresholds and adjust as necessary.

Confirm alert routing to the appropriate support personnel.

2. Incident Management

Verify incident response procedures are documented and accessible.

Ensure all team members are trained on incident management protocols.

Review and prioritize open incidents in the ticketing system.

Conduct a post-incident review for major incidents.

3. Change Management

Confirm that all upcoming changes are documented in the change log.

Review change requests for approval and completeness.

Ensure rollback procedures are in place for each change.

Communicate scheduled changes to all relevant stakeholders.

4. Backup and Recovery

Verify that all critical data backups are running successfully.

Test restore procedures for data backups regularly.

Ensure backup retention policies are adhered to.

Document and review disaster recovery plans.

5. System Maintenance

Schedule regular maintenance windows for system updates.

Ensure all systems have the latest patches and updates applied.

Review hardware and software performance for potential upgrades.

Document maintenance activities and outcomes.

6. Documentation and Knowledge Base

Ensure all operational procedures are well-documented.

Update knowledge base articles based on recent incidents and changes.

Encourage team members to contribute to the knowledge base.

Review documentation for accuracy and completeness regularly.

7. Performance Monitoring

Monitor system performance metrics regularly.

Identify and address performance bottlenecks.

Conduct capacity planning assessments.

Review resource usage and optimize as necessary.

8. Communication and Reporting

Establish regular communication channels with stakeholders.

Prepare incident and performance reports for management.

Conduct regular team meetings to discuss operational issues.

Share updates on system status and ongoing projects.

9. Compliance and Security

Ensure compliance with relevant regulations and standards.

Review and update security protocols regularly.

Conduct security audits and vulnerability assessments.

Train team members on security best practices.

10. Continuous Improvement

Gather feedback from team members on processes and tools.

Identify areas for improvement in production support.

Implement best practices from industry benchmarks.

Review and refine operational procedures regularly.

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