WBS 2.4.1 Operations, Office of the Director

Mission Statement

The mission of XSEDE Operations is to install, connect, maintain, secure, and evolve an integrated cyberinfrastructure that incorporates a wide range of digital capabilities to support national scientific, engineering, and scholarly research efforts.

Operations Key Performance Indicators (KPIs)

KPI (Project)	Target
Average composite availability of core services (geometric mean of critical services and XRAS)	99.9% / qtr
Mean time to ticket resolution (hrs) (user, non-staff tickets - all WBS queues including XOC)	<16 hrs/ qtr

KPI (L2)	Target
Hours of downtime with direct user impacts from an XSEDE security incident	0 hrs/ qtr
Mean rating of user satisfaction with tickets closed by the XOC (1-5 point Likert scale)	4.5 out of 5 / qtr

Leadership Team

Name	Institution	Position	Email
Greg Peterson	National Institute for Computational Sciences (NICS)	Operations Director	gdp@utk.edu
Victor Hazlewood	National Institute for Computational Sciences (NICS)	Deputy Operations Director	vhazlewo@utk.edu
Scott Wells	National Institute for Computational Sciences (NICS)	Project Manager	swells@utk.edu

Communication & Meetings

Operations management meets weekly on Tuesday at 3:00 pm EST

Google Drive folders for Operations

XSEDE Google Drive space should be used as a shared workspace for collaboration and temporary files. All documents that belong in the official XSEDE archive should be entered into IDEALS. Contact Leslie Froeschel to submit a document to IDEALS.