👤 24/7 Operations Representative
| Automatically generated excerpt from nestr.io on 2026-08-28 15:55 UTC, view all live information here. |
Circle (Delegator) | 🔘 24/7 Operations |
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Role Keepers |
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Purpose
At VSHN, we offer managed services, self-service products, and custom solutions, including optional availability guarantees and 24x7 support as defined in our product definitions and contracted SLAs. We need incident and support handling to work according to our SLAs with customers.
Accountabilities (Key Responsibilities)
Understand requirements according to our product/SLA definitions and make them tangible for engineers (especially for OnCall)
Select and drive the implementation of needed tooling
Ensure appropriate compensation for OnCall
Organize the handling of relevant incidents 24x7
Organize the handling of relevant support cases 24x7
Stakeholders and Key Deliverables
- Product Manager
A working OnCall organization that implements their product/offering definition (SLAs) well enough
- Participating Engineers
Clarity on expectations (shifts to cover, alerting, required response times, expectations & limits of incident response)
Working rotations and alerting tooling
Access to needed training and documentation
On-call compensation, yearly reporting, and payout of on-call compensation
Dependencies
- Teams (via Product Owner)
Runbooks/tangible documentation on how to handle expected incidents
Onboarding and continued training for OnCall engineers meant to cover their tech stack
Timely addressing of repeating issues and false-positive alerts
- Customer (Key) Account Manager
Follow-up with customers, if OnCall was used beyond purpose
Custom contracts comply with our SLA Profiles / Support Plans
Information on which customer/solution has which VSHN SLA profile/support plan option, easily accessible.
- VSHN (Anchor Circle)
Budget for OnCall compensation