Today has been interesting. I have been involved in a couple of incidents that actually gave me a taste of what it is like to be on this team. While neither have gone smoothly, I handled them pretty well, if I do say so myself.
Issue one - a server on the customer extranet is not responding to one of their external customers request. Investigation turns up the HDD are nearly full. The server is not monitored (customer declined this feature) so it was not noticed until it was pretty much too late. To add insult to injury, the server is owned by a global group in Europe and our contract states we cannot make any hardware additions (Read: Storage) unless they order it via their ordering system (and all the red tape that goes with it). All the while our customer's customers cannot do any file transfers to this server. They are dead in the water. About 2 gigs of files are transfered each day to this machine.
I switch hats and call the mgmt team in Europe to inform them of the issue. They are aware, but due to the hour, they assure me the order will not get approved until tomorrow morning CET. Well, this info is not pleasing to the local customer and they begin to get upset. Eventually, we get an agreement and the additional drives are scheduled to be installed and configured later in the morning/early afternoon.
Just when things are looking up, the server team notices that for whatever reason, there is no current backup of the data. 1/3 of a terabyte of data needs to be back up BEFORE the drives can be configured or installed. The backup is scheduled immediately.
Issue two - Every printer on a specific printer server somewhere in North America fails to print any type of document. Panic sets and and a tech investigates. Adding and removing the networked printer from the end user's PC fixes the issue...but what caused it? A over zealous server tech decides to upgrade the print drivers for printers managed by that server OUTSIDE the change window...during business hours. Somebody's in trouble...glad it is not me.
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