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changes.mady.by.user Marco Morales

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Roles and Responsibilities

Category: CustomerTriage / Escalation: InternalSustaining: InternalSuccess: Learner
Goal / Impact


Overview
  • The work is, looking at all the incoming bugs for Learner team, and collect the following:
    1. What is the impact of the bug? (Priority)
    2. Is there a timeline associated with the resolution of the bug? (Urgency)
    3. Are the bugs contain enough information to start investigations? (Actionable)
    4. Communicate with bug creator on expectations (Communication)
    5. Are the bugs reproducible? (Reproducible)
  • Based on the answers to the above, prioritize, schedule, plan or transfer each bug ticket into the right places.
  • 2 engineers at a time to perform the triage and escalation work above
  • One will be pinged on OpsGenie and Splunk alerts. One will be monitor the incoming bug area
    • See how to get yourself set-up on OpsGenie at 
  • Getting the support from the whole learner team by the form of secondary on-call rotation on Cambridge side
  • Work on maintenance tickets for the existing learner team technology
  • Quickly react to high priority issues we can swarm on
  • Delivering the biggest value to our existing learner base in shorter time

Existing set of service we provide to our learners:

    • Web Marketing (edx-mktg)
    • Email Marketing (Sailthru)
    • Search (Discovery)
    • Courseware (LMS)
    • Ecommerce (Payments and fulfillments) (Otto and Ecom-worker)
    • Course metadata (course-discovery)
    • Program Certificates (credentials)
    • Course certificates (LMS)
    • Dashboard (LMS)
    • Logistration (LMS)
    • ID Verification (LMS)
    • Credit (LMS)
    • Mobile
(TBD, similar to the sustaining: internal, but this calls out the project work / teams / prioritization that this team does. 
Stakeholders


What We are Not

  • Taking on a project without explicit consent from all members of the team
  • Dive into a new technology area without:
    • Clear motivation
    • Support
    • Conversation
    • Plan
    • Expectation
  • Isolated. We should communicate with Educator escalation regularity to discuss
    • Issues impact both
    • Best practices
    • Technical knowledge

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