Roles and team structure#
Supporting a 2i2c hub is a collaborative process between 2i2c and the community we serve.
The Support Team is one of the main teams in our Managed JupyterHub Service Team.
This consists of these main roles: Support Triager, Support Agent, Community Representatives, and Hub Administrators.
- Support Triager#
- Support Triagers#
The primary responsibilities of the Support Triager is to:
Ensure that we meet our Support Service Level Objectives.
Carry out our support process.
Act as the initial point of contact with Community Representatives.
Trigger an Incident Response if need be.
Assign Support Agents to incoming tickets.
The
Support Triagerrole is currently filled by the Engineering Manager or their delegate.- Support Agent#
- Support Agents#
A
Support Agentis tasked with performing the work related to a support request and communicating with the Community Representatives.- Community Representative#
- Community Representatives#
- Hub Administrator#
- Hub Administrators#