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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


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


Additional Metrics



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

Carman HendricksNational Center for Supercomputing Applications (NCSA)
Frank WellsNCSAUser support/Asst
Ellen BuskuehlNCSAUser
Anthony ReddingNCSAUser
Adam SporluckNCSAUser
Dan HargensNCSAUser
Jeremy HawthorneNCSAUser
Jim HidlebaughNCSAUser
Henk Ten HaveNCSAUser Support (part time)
Vicki HalberstadtNCSAAllocations/Bldg


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




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