The Thawing Triage: Musing of IT Industry : Part 1

Sanmugham (aka San) finished his usual breakfast of corn flakes and milk at his desk and again started monitoring (staring intently) at the SmartAlert tool.  As a production support executive fresher, he knew what stay ahead of his day schedule. And till a day before, he was sitting beside his senior Bakshi  shadowing (I.e. just looking) who now got promoted to Level 3 (and attained Moksha) was displaced into a separate room with a desk and chair.

San peeped over his cubicle and could see Bakshi enjoying his new room, he is doing nice time-pass thought San. He could see Bakshi switching between his Deskstop monitor and his mobile phone and jeering.

San was bit nervous, he had to handle everything alone now. Bakshi clearly said he wont help in anymore (which he anyway never did) and he had to prove himself and this meant this even would decide his confirmation from his probationary period.

He opened the Incident Management Tool (Which is an web application to record any issues within systems) and glared at the open less severe Incidents which lay in the queue. He could see someone were assigning them.  God Forbid there shoudn’t be a Severity 1 (which was a critical production infraction) thought San.

He looked at the system clock, it was 9:30 AM.

Suddenly the SmartAlert Tool beeped.  He saw the alert queue turned amber and then RED!

My God, exclaimed San, the Scanner Daemon  process was down. He refreshed the IMT(Incident Management Tool) and could there were continuous Incident getting created. His heart started racing.

This is going to be a major issue, He had to act fast as this could cause an outage to ITrade application which was a regulatory traders app.

Immediately with his shaking hands he opened the Command Center chat room and pinged the Incident details asking for a Triage call (Basically Triage call is a platform with a unique id where various teams join to resolve production issue).

And then a phone rang, he immediately picked it but could see that there was another call appearing in the dashboard, “Hello we are unable to access Itrade application, Can this be addressed ASAP!!” a rude voice yelled from the other side. “Do we have any Triage open??”

“Yeah .. we are working on it..” he fumbled his words.