Automating your processes, using data, leveraging artificial intelligence… it can help your organization to achieve more. But all those innovations won’t do you any good if you’re applications are riddled with error messages. That’s where the COP team, or Cnext OPerations team, comes into play. Like actual cops, we police and govern systems to give customers one less thing to worry about. Our Cops monitor constantly and proactively to avoid issues, take care of application lifecycle and release management, implement changes requested by our customer and help develop new applications or services. Of course, all to the latest ITIL standards and our best practices! A wide range of tasks is included in their daily work. But what does a day in the life of a COP look like? COP team member Vytenis from our Cnext Baltics office takes you through his day.
Armed with a cup of coffee, I open Zendesk, our ticketing software. It’s an easy to use tool that automates much of my work. It helps me resolve tickets faster, making sure my clients’ requests get responded to quickly. I go through the list and start sorting according to urgency. There’s two that need my immediate attention. One is in my area of expertise so I can solve it by myself straight-away. The other urgent ticket is more complicated and falls out of the scope of our SLA, so I report it to our customer to discuss next steps.
With the most urgent tickets out of the way, I continue going through the list. One is about a system my colleague developed. I quickly give him a ping through Teams asking for help.
With most of the tickets handled or scheduled for later in the day or throughout the next week, it’s time for some health checks on clients’ systems. By proactively checking and monitoring, we prevent a lot of potential problems. While we are on call for some clients during the evening and weekend, we rarely encounter problems after office hours by doing this kind of checks. Bringing both us and our customers some ease of mind.
I give the infrastructures that I manage a smoke test where I try out the app logic to see if everything still runs as it should. I don’t have to do these checks all by hand. A part of the assessment is automated which helps us give more systems a check in a short timeframe. Here and there I encounter an issue that I log in a report. I look at what the impact of the issue is, the potential risks and write it all down so our client has a clear view of what is happening and can make informed decisions on how to proceed.
A short break for the entire team. We have lunch together and I ask one of my coworkers for help on a ticket that has me in a bind.
Back to work! A couple of tickets include change requests from my customers. I implement the necessary changes . For instance, there was a need for a push notification when a certain process ran.
Together with the customer, the entire Cnext team has written out the architecture to make predictive maintenance of forklifts possible. This means that a lot of data needs to be fed to the right systems, processed by the necessary software and presented into a clear-cut way so the customer can actually use the insights. It’s now my job to take care of the actual technical implementation within the customer’s systems, set-up new data streams and make sure everything is deployed correctly. It’s not something I’ll finish today, but it’ll get me started so that I can continue tomorrow.
I wrap up some final things. I have some time set aside to work and automate our own systems. This way we’re continuously trying to be more efficient and freeing up time for customers. I also saved a slot to do some studying: looking at new technologies that might benefit our customers. Some of the things I discovered I try to implement in our dedicated testing lab in Azure to see how it works.
The end of the workday. It’s Friday and me and a colleague are going out for drinks and a quiz! Preparing some trivia facts for our Cnext get-together next week when the Belgian and Baltics office meet-up in Barcelona!
Curious to know how our Cops members can support your systems through our SLAs? Give us a ring or pop by our offices for a coffee.