The document outlines the procedures for handling alerts from job scheduling tools like HP OVO, Microsoft SCOM, IBM Tivoli, and Cisco Tidal, including owning the alert, opening an ITSM ticket, escalating to support contacts according to priority, and updating the ticket with actions taken. It also describes the steps for creating an incident ticket for batch job alerts, which includes checking the job status and logs, looking for special instructions, and assigning the ticket to the appropriate group. Responsibilities related to the procedures include monitoring jobs, creating and closing tickets, handling requests, and notifying teams of outages.

2.  HP OVO
 Microsoft SCOM
 IBM Tivoli Workload Scheduler
 Cisco Tidal Enterprise Scheduler
 Espresso (EMEA region jobs)
 Jobtrac (Mainframe Jobs)

4. Start
Monitoring Alerts
through OVO & SCOM
Alert Generated
Identify the type of
alert
Yes
Job in
Acknowledge the exception
alert. list ?
No
Refer to JSCTidal
Check the Exit code
and Status of the Job
Review ITSM for
Ticket creation or
classification Direction
Assign ITSM ticket’s severity as
per the directions in ITSM or
Stop
instructed by the user.
(High, Medium or Low).

5. Escalation Process & Procedures
Escalation and Severity Level Determination Steps:
 Verify server support hours and severity level
• View general tab, description and detailed notes section.
• Modify severity level if directed by description or detailed notes
section
 Special instructions associated in ITSM
• Modify severity level if directed special instructions.
 Support people tab in ITSM (if no information is in the special instructions)
Production Support Escalation Priority:
Maestro , Tidal and Mainframe Jobs - Follow ITSM special instructions found
in Work info tab. Contact Cell, Page/cell, Work phones, Home phones - Until
a support person is contacted
Critical tickets - Contact Cell, Page/cell, Work phones, Home phones - Until
a support person is contacted

6. Own the alert by highlighting the alert, right clicking on it, and selecting “own
alert” from the drop down menu in OVO. Respond to all Maestro Alerts in this
order:
 Open ITSM ticket and mark severity as per the Special instructions in ITSM or by
confirming the User.
 Ensure that you have contacted support, do not leave a message for the person,
continue the support escalation until you have spoken to the support analysts.
 Contact Primary Support – first call work phone. If there is no responses then
leave voice message and page/cell during normal working hours, after hours and
weekend’s first page/ call cell phone. If there is no response then call home phone.
 Wait 10 minutes for return call. If no response, contact Secondary Support - first
call work phone. If there is no responses then leave voice message and page/cell
during normal working hours, after hours and weekend’s first page/ call cell phone.
If there is no response then call home phone.
 Update all the actions taken regarding the alerts in ITSM Ticket (e.g. “whom
contacted, left voice message, etc”).

7. Incident Tickets Creation Procedure :
Maestro/Tidal Batch Alert is considered as critical as it is related to production
batch job.
1.Alerts in Monitoring tool HP OVO/SCOM for Batch Job. Note down the server name,
schedule name and the job which failed.
2.After Collecting the details go to JSC/Tidal, check the status of the Job.
3.Double click the schedule job to find out the details of the failed Job.
4.Find the Job Log/Output and check for Exit Status.
5.Go to ITSM and search the CI by Job/Job Group name to find out any special
instructions in work info tab.
6.Create incident ticket and assign to particular group.

8. S.No Responsibilities
1 Batch Job Monitoring
2 Creating Incident Ticket
3 Closure of a Ticket
4 Ticket handling and Monitoring our queue.
5 Performing adhoc Requests in Scheduling tool.
6 Notifying concerned teams if any Tools outage.