RE: DBA Service desk

We already do outsource the nightly portion of our on-call ticket handling. It works out great. As a part of their work, they do manage any nightly backup failures, monitor standby status and do take care of capacity issues (but only for a quick fix - not ordering additional storage). The DBA that does this for us is also in the regular on-call rotation as well giving us the benefit of one additional week between on-call weeks!

Thanks for the input!

Jeremy

From: oracle-l-bounce_at_freelists.org [mailto:oracle-l-bounce_at_freelists.org] On Behalf Of Mladen Gogala Sent: Sunday, April 10, 2016 8:21 PM
To: oracle-l_at_freelists.org
Subject: Re: DBA Service desk

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On 04/08/2016 04:24 PM, Sheehan, Jeremy wrote: Yes, you read that correctly. My management is toying around with the idea of creating a DBA Service desk for Oracle related tasks.

Let me give some background. I work for a fairly large company and we have about 20 Oracle DBA's (fulltime and contractors). It was brought up in a meeting to create a Service Desk of sorts to handle the "non-value add" work that we all love to do (this would be a rotating job like being oncall).

Some things I thought that could be handled by this would be the following.

• Data repairs
• DDL Changes
• Assisting the helpdesk with accounts/password resets
• Ticket routing (making sure tickets get pushed to the correct DBA).
• Connection issues
• Handling of job failures

Do you all have any other suggestions of things that we can add to this list? Any suggestions would be great.

Thanks in advance!

Jeremy

This sounds like the first step toward outsourcing certain DBA functions to a company like Pythian which can take care of being on-call for you. BTW, I don't work for Pythian and have never worked for them, so this is not a commercial. From the business perspective, it's probably a good idea. I would add checking backups, managing capacity and monitoring the system for resource consumption and availability. That also includes the overall health of the standby databases.

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Mladen Gogala

Oracle DBA

http://mgogala.freehostia.com

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