About environment

1. How many UNIX servers in your environment?

30+ LPARS -P-595 server
2. How many AIX servers in your environment?
AIX servers -30+ and sun server 2
3. What are applications/ products (database, webserver, application server..) installed in AIX/UNIX
servers?
Oracle Database ,Websphere application,Lotus Notes application
4. For what these servers/application s are used (like hold customer data, employee data, online
shopping) for?
Online Shopping ,Portal server (Websphere )
5. Where servers/data center located?
USA, Germany and Sunderland (UK)
6. What are tools used to access servers?
After connecting VPN, Putty tool is used for accessing servers -Tivoli is the Monitoring
tool and Remedy ticket
7. If servers are located remotely, then what is your daily activity & people in (onsite) remote daily
activity or responsibility?
Health Check,
Backup check with the help of backup team for Data VG
Taking system backup (mksysb) weekly once.
Application restart every week end
There is No Onsite people -Touch Labour are working at Datacentre
to Hard Start the server
Attending Daily meeting for service review
About your team
1. How members in UNIX/AIX team?
6+
2. Do you have setup like L1, L2 & L3? If yes, then how many members in each team, whether
they are onsite or offshore?
We are supporting all support L1,L2 and L3 support
3. Which level you are L1 or L2 or L3?
L3
4. What are your daily routine activities & responsibilities?

About working method

1. How you get work/calls/tickets? Are you using any ticketing tools or email or phone to get
work?
Remedy tool -For major incidents we will get immediate SMS
2. If you are using ticketing tool, how its work?
We are checking frequently during the Office Hours
3. Who will give/generate work to you? Or who is your end user (like customers or your own
company employees)
As per client request
For quality and process managent we have seperate Team
4. What are severity levels & SLA to your tickets/calls/ works?
sev1 -with 15 minutes we should acknowledge ticket -4 Hours to resolve
sev2 -with 45 minutes we should acknowledge ticket -8 Hours to resolve
For all other level we have 3 Days to resolve
5. What for your end users accessing the servers?
No-End users have access for application side only
6. End users accessing your servers using front-end applications (or IE) or telnet/putty?
Telnet
About server maintenances products
1. Do you have server monitoring products (like BMC patrol) ? Explain in breif.
Tivoli,HP openview
2. What backup system/software used in your environment (like Tivoli storage manager, Veritas
netbackup..) ? Explain in breif.
Net backup and also TSM
About backup
How OS backups are taken (like in tape or disk & through OS commands or different tools)?
Disk and also stored in the server with different location
How frequent OS backups will be taken?
Weekly
How user data (like database, application. .)Backup taken?
Database Team will check with backup to take daily incremental backup and also full
backup weekly once

How frequent user data backup taken (Incremental, full backup, daily & weekly)?
How many copies you will retain?
2+latest copies for system backup and daabase backup we will take thru tape and the
tape will be shipped to DR location
About contract with OEM vendor (IBM) for hardware & software support
Do you have contract with IBM or other vendor for hardware maintenance?
Yes
If yes, how you log a call incase of issue & how they will take to respond & resolve the
issues (like 2 hr response time & 1 day resolution time)?
What are details required to be in handy before we call IBM/Vendor?
Serial Number,Model number ,Location code ,Problem description ,
Contact number
If you dont have contract with IBM/OEM vendor, what you will do incase of any hardware issue?
We will inform IT manager for the client
Do you have contract with IBM/OEM vendor for Operating System support?
Yes ,For production
If yes, how you log a call incase of issue & how they will take to respond & resolve
the issues (like 2 hr response time & 1 day resolution time)?
Depends upon the severity