We often talk about OpenSRS staff as folks who live and breathe the Internet. We support and build services which you resell. But, what does that mean and how do we do it? You have told us that you want to know more about us. You put your reseller business in our hands and we take this responsibility very seriously. We hire technical experts and are constantly working to make your reseller experience seamless. This way you can focus on building your business with our services.
This blog series will introduce you to the technical teams, their managers, and the people who hold our corner of the Internet together. We use a modified version of ITIL (Information Technology Infrastructure Library) called ITSM (Information Technology Service Management) to manage our IT services. It is a framework of processes and policies which we have tailored to meet our needs as an agile Internet company. We will discuss our technical response including our handling of your support tickets, escalation and change management processes. We will talk about how our monitoring system works. We also plan on giving you an overview of our infrastructure. The series will include discussions with our Technical Support, NOC (Network Operations Center), Ops (Operations), Abuse/Security, Quality Assurance and Development teams.
Our Support and NOC teams work closely together and are managed by one person: Kevin Rueckert. Kevin has over a decade of experience at OpenSRS and knows your businesses from this side of a server to that side of your support call. Aj Mirani (Manager of Operations) has posted before about Operations and provided Technical FAQs for your information. Aj has been hard at work building a flexible change management process. Aj, Kevin and I work very closely to provide you with incident communications on status.opensrs.com and about maintenance windows. Garrick Lau (Manager of IT Security and Compliance) and I will talk about the great work that his team does to protect our networks and your services. Jody Stocks (Director of Software Development) will talk about his Email and Domain Development teams, including Quality Assurance. Earlier this year he wrote about our use of the Agile development process. Throughout this series we will walk you through the work that each of these teams contribute.
If you have subjects you would like us to address, you can post here, visit us on the forums or you can email me: heatherATopensrsDOTcom.
(picture by Frank Lemire, Team Lead, OpenSRS Technical Support)