Skip to end of metadata
Go to start of metadata

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

Area Metrics

MetricTargetSubgoal
Mean time to resolution of user tickets in XOC queue<4 hrsSustain - Provide excellent user support 
Metric

Target

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

 

 


Team Members

NameInstitutionPositionEmail
Mike PingletonNational Center for Supercomputing Applications (NCSA)Managerpingleto@illinois.edu
Ellen BuskuehlNCSAUser supportbuskuehl@illinois.edu
Anthony ReddingNCSAUser supportaredding@illinois.edu
Adam SporluckNCSAUser supportsporluck@illinois.edu
Frank WellsNCSAUser supportfwells@ncsa.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.

New Staff Orientation

 

Projects

 

  • No labels