Console Operations (Service Desk)

Console Operators are tasked with a wide variety of functions and responsibilities We are the first point of contact forWe are the first point of contact for –Qualified Scheduling Entities –Transmission Distribution Service Providers –Market Participants –General Public –ERCOT Employees.

We monitor the collective health of approximately Production servers and all test and development servers.We monitor the collective health of approximately Production servers and all test and development servers. We monitor the following thresholds:We monitor the following thresholds: –Hardware thresholds - Disk, CPU, Memory utilization and capacity –Application thresholds – Deployment failure, Tibco, Paperfree transaction failure (determined by the application administrators) –Database – internal errors –Network infrastructure – ports, routers, switches, firewall, any type of problem with network devices –Telecom – Point to points and Frame Relays to QSE’s

The Node Map is one of the tools used for monitoring the servers.The Node Map is one of the tools used for monitoring the servers.

The Alarm browser is a tool to monitor hardware, software, and threshold alarms.The Alarm browser is a tool to monitor hardware, software, and threshold alarms.

We monitor batch processes and automated jobsWe monitor batch processes and automated jobs –Commercial Applications Registration, Data Acquisition/AggregationRegistration, Data Acquisition/Aggregation Load ProfilingLoad Profiling Settlements and Billing SystemsSettlements and Billing Systems Collectively about jobs and a few more jobs that run once a week or once a month, etc.Collectively about jobs and a few more jobs that run once a week or once a month, etc. –EIS Data WarehouseData Warehouse Enterprise Data WarehouseEnterprise Data Warehouse Data Archive and other reporting and miscellaneous support functions jobs / 18 schedulesData Archive and other reporting and miscellaneous support functions jobs / 18 schedules

Security MonitoringSecurity Monitoring –Login attempts failed logins and account lock outsfailed logins and account lock outs –Virus traps port shutdown subsequent to virus detectionport shutdown subsequent to virus detection –Port violations a user or computer tries to use a port not designated for that machinea user or computer tries to use a port not designated for that machine –Unauthorized wireless access attempts

Dedicated EMMS monitoringDedicated EMMS monitoring –The health and heartbeat of production EMS servers responsible for Energy Management and Market System –All the Grid Operator terminals

Provide level 1 support for the above functionsProvide level 1 support for the above functions –Per specific alarm, the Operator begins remedial action to resolve the problem –Notify and escalate the issue to level 2 support personnel when applicable –Establish conference bridge with the Subject Matter Expert and managers to facilitate the resolution of the issue

Reporting and MiscellaneousReporting and Miscellaneous –Daily verifications of Settlement Statements and Invoices – send verification report to business –Provide daily ticket report, outstanding ticket report and monthly report to managers –Development FOB access report –Send internal IT system notifications –Direct incoming calls - AP/AR, business solicitation calls, informational, power outages, switching questions, concerns and complaints, media and market participant calls

 All Service Desk functions - Console Operator's collect information needed for problem resolution and input into the tracking system while managing the issue until completion or escalation.  A monthly average of appx calls and 2300 tickets are processed by the Console Operations department.

Lifecycle of an Issue from Console Operations Perspective The Operator is notified of an issue by phone, , or monitoring system

A Problem Ticket is now generated by the Operator

Begin remedial action to resolve the problem Level 1 Support is initiated

Begin remedial action to resolve the problem Notify and escalate the issue to level 2 support personnel when applicable Level 2 Support is contacted

Begin remedial action to resolve the problem Notify and escalate the issue to level 2 support personnel when applicable Establish conference bridge with support personnel as requested Level 1 and Level 2 support utilized

Begin remedial action to resolve the problem Notify and escalate the issue to level 2 support personnel when applicable Establish conference bridge with support personnel when needed Resolution is defined as service being restored Resolution

Begin remedial action to resolve the problem Notify and escalate the issue to level 2 support personnel when applicable Establish conference bridge with support personnel when needed Resolution is defined as service being restored Ticket is closed and user is notified Closure