Bruce Black wrote:
Now, getting the Dungeon Ma...oops! Duty Manager out of bed at 3am is
entertaining, but not suggested unless you have a Sev1 that's missing
its criteria!
Alan, as an IBMer you would probably know this better than I, but
doesn't "duty manager" imply that they are on-duty, not just "on-call"
and maybe asleep?
First, you should be aware that we have several locations
providing Level 2 support, and local procedures can differ as
long as they meet requirements.
z/OS Service Planning in Poughkeepsie says:
The duty manager has, well, the duty. This is like being a
doctor on call. There's a pager and a phone. There's no
assurance that the DM will be awake at 0230 local time, but the
pager and/or phone will wake up the DM as needed.
Any customer can ask to speak to the Duty Manager at any time,
and should be put through.
There is such a thing as a "national duty manager" in Level 1.
If all else fails, the NDM should be able to get the appropriate
DM (there's one per location) on the phone.
In Poughkeepsie, the DM is generally one of the Level 2 managers
during first shift weekdays. On weekends, holidays, and
offshift, it will probably be a manager from development instead
(just because there are more of them and the duty rotates). But
someone is *always* on call.
--
John Eells
z/OS Technical Marketing
IBM Poughkeepsie
[EMAIL PROTECTED]
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