The ProRail InfoPlus system provides round the clock information to travellers. The system processes thousands of messages per hour and delivers this over a TIBCO Enterprise Service Bus to external parties such as OV9292. Mr Ritter is asked to assist sub-contractor Conclusion Future Infrastructure Technologies in delivering 7*24 Gold support. Conclusion will provide remote support on the TIBCO Enterprise Service Bus. Mr Ritter is responsible for preparing the remote support team for this important task.
Activities peformed by Mr Ritter:
- Collecting technical information from ProRail.
- Writing support documents and problem solving scripts.
- Preparing the team by defining an education plan.
- Assisting the build up of hands-on experience by setting up a virtual TIBCO ESB learning environment
- Provide personal TIBCO ESB training and coaching.
- Prove the teams ability to perform their job with a formal examination (“Proeve van bekwaamheid”).
Based on the production topology a virtual TIBCO ESB learning environment was setup. For this TIBCO software was installed in a VMWare environment on a laptop. Stubs where build to simulate systems external to the TIBCO ESB. This proved to be a very useful approach, because all kinds of failure situations could now be simulated and documented. User documentation was written and problem solving scripts where developped, tested and documented.
A soon as documentation reached a more mature state personal training and coaching started. In several one on one sessions each team member was trained in handling the TIBCO ESB environment. The portable laptop learning environment proved to be a very usefull approach.
Finally a formal examination took place where every team member had to pass a series of tests. The learning environment had now been copied to a VMWare server farm. Four incidents where simulated and the support team member had to show his ability to analyse and resolve the problem.
The project finished within 3 months and all team members passed the exam. As a unexpected bonus during the examination some new issues with the ESB enviroment were discovered and reported to the customer.
This article is part of a series on monitoring.
I work as a consultant and developer, building and managing microservices.