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EGEE’09 USAG meeting

Laboratório de Instrumentação e Física Experimental de Partículas and Consejo Superior de Investigaciones Cientificas LIP - CSIC. SWE TPM offer. Jorge Gomes / Isabel Campos. 1. EGEE’09 USAG meeting. SWE TPM team. The SWE TPM team is among one of the first TPM teams History

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EGEE’09 USAG meeting

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  1. Laboratório de Instrumentação e Física Experimental de Partículas and Consejo Superior de Investigaciones Cientificas LIP - CSIC SWE TPM offer Jorge Gomes / Isabel Campos 1 EGEE’09 USAG meeting

  2. SWE TPM team • The SWE TPM team is among one of the first TPM teams • History • Started in EGEE-I (TPM 6 SWE) Jul 2005 • More than 2000 GGUS tickets went through LIP TPM members • Initially almost 1 week shift per month • Currently 1 week shift every two months in average • Large experience • Team composition didn’t change along time (LIP, CSIC computing staff) • Team members are experienced site managers • Support for the PT Tier-2 / Experience in supporting LCG users from ATLAS and CMS • Team members are experienced core services managers • Experienced in WMS, VOMS, LFC, TOPBDII, Myproxy, etc • Team members also contribute to the regional SWE helpdesk • Experience in multiple grid architectures • StoRM, dCACHE, DPM / Torque, Maui, SGE, etc. • Team members provided GGUS and TPM training in the past • 10th /11th November 2008, SARA, Amsterdam • 02nd / 03rd February 2006, CERN, Geneva • 10th / 11th November 2005, FZK, Karlsruhe 2 EGEE’09 USAG meeting

  3. SWE TPM team • Composition • Team will be enlarged to have more dedicated man-power supported by the experience of the existing team members • Understanding of functions • Provide a first level of support Monday to Friday • Working hours excluding public holidays • 8:00 am – 16:00 pm (UTC) • Interact with users to clarify and possibly solve the tickets • If not, reassign the tickets to the support units • Assignment of tickets within 1 working hour • Excluding time to interact with the users and try to provide an answer • Monitor open tickets • Identify lost tickets • Identify tickets with new middleware bugs and open savannah entries • Add entries to the GOC wiki with solutions for typical problems • Answer to user ticket escalations 3 EGEE’09 USAG meeting

  4. SWE TPM team • Some advantages from SWE • Combined experience from Portugal and Spain • Better time coverage thanks to different timezone • Portugal +1 hour than Spain and central Europe • Long historical and complementary background on grid technologies from both parties • Participation of SWE institutions in EDG, CrossGrid, WLCG, Int.EU.Grid, EGEE, ... • Almost 10 years of experience 4 EGEE’09 USAG meeting

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