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
|Mean time to resolution of user tickets in XOC queue||<4 hrs||Sustain - Provide excellent user support|
|User satisfaction with tickets closed by the XOC||4.5 out of 5||Sustain - Provide excellent user support|
|Mike Pingleton||National Center for Supercomputing Applications (NCSA)||Managerfirstname.lastname@example.org|
|Ellen Buskuehl||NCSA||User email@example.com|
|Anthony Redding||NCSA||User firstname.lastname@example.org|
|Adam Sporluck||NCSA||User email@example.com|
|Frank Wells||NCSA||User firstname.lastname@example.org|
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.
New Staff Orientation