EDMA Operational procedures and responsibilities

Purpose

This document outlines the essential information to maintain the day-to-day operations of our BI systems.

Application / System	Person Responsible	Backup	Trigger when	What we need to do

Application / System	Person Responsible	Backup	Trigger when	What we need to do
Salesforce	Business Ops
Okta	ICT

Application / System	Person responsible	Backup	Trigger when	What we need to do

Application / System	Person responsible	Backup	Trigger when	What we need to do
Monte Carlo Data	@Lavanya Sakhamuri	@Phuong Nguyen (Unlicensed)	There is a request to upgrade data collector	Raise the question to Amy Luong from MC Data in slack #mc-sitemider
Dialpad	@Shanu Jain (Unlicensed)	@Siddhant Panda (Unlicensed)	When you need support from Dialpad team	Raise a concern with @Craig Titherington (Unlicensed) , he estanblishes a case with support and can involve the account manager if needed
Intercom	@Siddhant Panda (Unlicensed)	@Shanu Jain (Unlicensed)	When you need support from Intercom Support	Raise a concern with @Craig Titherington (Unlicensed) , he estanblishes a case with support and can involve the account manager if needed
Tableau	@Aksha Kurtarkar	@Tonnie Ya-on	When the Tableau Server is Down or we need support from Tableau Support Tableau Support case is raised via Customer Portal. If the team is having a license issue	Raise a ticket with Tableau Support. Also let the account manager Rowan Lemke <rowan.lemke@salesforce.com> know of the case number. For license issues, verify what the issue is, check the expiry of the license, and look for a knowledge base to help you around. If all options are exhausted, then raise a Tableau support ticket and follow up with the account manager.

Application / System Name
Person Responsible: Primary EDMA team member will contact the internal team / external vendor when an issue happens
Backup: The backup EDMA team member will contact the internal team / external vendor when an issue happens, and the primary team member is unavailable. If we haven’t had one, mention “None”.
- Tableau Backup: The team back’s up the latest Tableau Dashboard to this folder on Google Drive
Trigger when: describe the situation in the past where we need to escalate to our internal team/vendors
What we need to do: describe more details on what we need to do so that we can manage it properly in the case of absence.
- Email/Call someone
- Submit the support ticket via this link….