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Mission Statement

The XSEDE Operations Center (XOC) serves as user advocates, providing timely and accurate assistance to the XSEDE community, while simultaneously monitoring and troubleshooting user-facing systems and services.

Goals, Metrics & KPIs

Project KPITargetSubgoal
Mean time to ticket resolution (hrs)<16Sustain - Provide excellent user support 
Area KPI

Target

Subgoal
User satisfaction with tickets closed by the XOC4.5 out of 5Sustain - Provide excellent user support

 

Additional Metrics

Metric

Target

Mean time to resolution in XOC queue (hrs)< 1
Mean time to resolution in WBS queue (hrs)-
Number of Support tickets opened for WBS queues-
Number of Support tickets closed by WBS queues-
Number of Support tickets opened for XOC-
Number of Support tickets closed by XOC-
Mean time to first response by XOC (hrs)-

Team Members

NameInstitutionPositionEmail
Carman HendricksNational Center for Supercomputing Applications (NCSA)Managercarmanh@illinois.edu
Frank WellsNCSAUser support/Asst Managerfwells@ncsa.illinois.edu
Ellen BuskuehlNCSAUser supportbuskuehl@illinois.edu
Anthony ReddingNCSAUser supportaredding@illinois.edu
Adam SporluckNCSAUser supportsporluck@illinois.edu
Dan HargensNCSAUser Supporthargens@illinois.edu
Jeremy HawthorneNCSAUser Supportjhawthor@illinois.edu
Jim HidlebaughNCSAUser Supportjhidleba@illinois.edu
Henk Ten HaveNCSAUser Support (part time)have@illinois.edu
Vicki HalberstadtNCSAAllocations/Bldg Securityvickih1@illinois.edu

 

Communication & Meetings

The L3 manager for the XOC meets with staff members twice each day, 5 days a week.  The primary agenda is a turnover of events and incidents, but events and changes within XSEDE are discussed as well. Each shift also provides a shift report of events and actions.

New Staff Orientation

 

Projects

 


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