IT Recognition Week: A Special Feature of the IT Infrastructure Department
A Glimpse into the IT Infrastructure Department
The IT Infrastructure department has always been labelled as the framework to everything. With our network serving as a highway that connects data to servers while this data comes from various operating systems and is sent to our regional data centre, our talented team is equipped to handle all the different operating systems and technology needed for application and unstructured data.
A typical day in the IT Infrastructure department starts and ends in Cherwell – TransForm SSO’s ticketing application to track and monitor IT service requests and incidents. Team members actively review these tickets to perform operational checks of the environment. If any problems are detected, the team records it in Cherwell and work together towards the resolution phase. Another key part of the day involves working on tickets in the Cherwell queue and addressing pending project tasks. Of course, nothing is absolutely set in stone since priorities and tickets greatly dictate a lot of these projects, so the team often revisits the operational work plan to make additions or modifications. However, having a set plan in place greatly helps the team track their updates and patches in the systems. A lot of time the team may have to collaborate with different departments to plan scheduled maintenance events to ensure that the systems continue running efficiently and smoothly.
Reflecting on the past ten years, this team has come a long way. In fact, Jeff Dugan, the team’s leader, highlighted one of his proudest moments is how far from this team has come and particularly the cohesion within his department. This department functions as a true team that not only interacts with one another but knows each other personally, which makes the members function better when collaborating as well as when working independently. This is greatly mirrored in the team’s ability to continuously maintain a more updated maintenance schedule and foster a very stable environment where each member can truly contribute to TransForm SSO and thrive.