6.8 KiB
6.8 KiB
SMOA Operations Runbook
Version: 1.0
Last Updated: 2024-12-20
Status: Draft - In Progress
Operations Overview
Purpose
This runbook provides day-to-day operations procedures for the Secure Mobile Operations Application (SMOA).
Audience
- Operations team
- System administrators
- Support staff
- On-call personnel
Scope
- Daily operations
- Common tasks
- Troubleshooting
- Emergency procedures
Daily Operations
Daily Checklist
Morning Tasks
- Check system health status
- Review overnight alerts
- Verify backup completion
- Check certificate expiration dates
- Review security logs
Ongoing Tasks
- Monitor system performance
- Monitor security events
- Respond to alerts
- Process user requests
- Update documentation
End of Day Tasks
- Review daily metrics
- Verify backup completion
- Document issues
- Update status reports
- Hand off to on-call
Common Tasks
User Management
Create New User
- Navigate to user management system
- Create user account
- Assign roles and permissions
- Configure device access
- Send credentials to user
- Verify user can access system
Disable User Account
- Navigate to user management system
- Locate user account
- Disable account
- Revoke device access
- Archive user data
- Document action
Reset User PIN
- Navigate to user management system
- Locate user account
- Reset PIN
- Send temporary PIN to user
- Require PIN change on next login
- Document action
Certificate Management
Check Certificate Expiration
- Navigate to certificate management
- Review certificate expiration dates
- Identify expiring certificates
- Schedule renewal
- Document findings
Renew Certificate
- Obtain new certificate
- Install certificate
- Update configuration
- Verify installation
- Test functionality
- Document renewal
Backup and Recovery
Verify Backup Completion
- Check backup status
- Verify backup files
- Test backup restoration
- Document verification
- Report issues if any
Restore from Backup
- Identify backup to restore
- Verify backup integrity
- Restore backup
- Verify restoration
- Test functionality
- Document restoration
Monitoring
System Health Monitoring
Health Checks
- Application Status: Check application health
- Database Status: Check database health
- Network Status: Check network connectivity
- Device Status: Check device status
- Backend Services: Check backend service health
Performance Monitoring
- Response Times: Monitor API response times
- Resource Usage: Monitor CPU, memory, battery
- Error Rates: Monitor error rates
- User Activity: Monitor user activity
Security Monitoring
Security Event Monitoring
- Authentication Events: Monitor authentication
- Authorization Events: Monitor authorization
- Security Alerts: Monitor security alerts
- Anomaly Detection: Monitor for anomalies
Log Review
- Daily Review: Review security logs daily
- Weekly Review: Comprehensive weekly review
- Monthly Review: Monthly security review
- Incident Investigation: Review logs for incidents
Troubleshooting
Common Issues
Application Not Starting
- Check Device: Verify device is functioning
- Check Network: Verify network connectivity
- Check Logs: Review application logs
- Restart Application: Restart application
- Restart Device: Restart device if needed
- Contact Support: Contact support if issue persists
Authentication Failures
- Check User Account: Verify account status
- Check Biometric Enrollment: Verify biometric enrollment
- Check PIN Status: Verify PIN status
- Reset Credentials: Reset if needed
- Contact Support: Contact support if issue persists
Sync Issues
- Check Network: Verify network connectivity
- Check Backend: Verify backend services
- Check Logs: Review sync logs
- Manual Sync: Trigger manual sync
- Contact Support: Contact support if issue persists
Performance Issues
- Check Resources: Check device resources
- Check Network: Check network performance
- Check Logs: Review performance logs
- Optimize: Optimize if possible
- Contact Support: Contact support if needed
Emergency Procedures
System Outage
Detection
- Monitor system alerts
- Verify outage
- Assess impact
- Notify team
Response
- Isolate issue
- Implement workaround if possible
- Escalate if needed
- Communicate status
- Resolve issue
- Verify resolution
Security Incident
Detection
- Identify security incident
- Assess severity
- Notify security team
- Follow incident response plan
Response
- Contain incident
- Investigate incident
- Remediate issue
- Document incident
- Report incident
Data Loss
Detection
- Identify data loss
- Assess scope
- Notify team
Response
- Stop data loss
- Restore from backup
- Verify restoration
- Investigate cause
- Prevent recurrence
Escalation Procedures
Escalation Levels
Level 1: Operations Team
- Routine issues
- Standard procedures
- Common tasks
Level 2: Technical Team
- Technical issues
- Complex problems
- System issues
Level 3: Security Team
- Security incidents
- Security issues
- Policy violations
Level 4: Management
- Critical issues
- Business impact
- Strategic decisions
Escalation Criteria
- Severity: Issue severity
- Impact: Business impact
- Time: Time to resolve
- Expertise: Required expertise
Documentation
Operational Documentation
- Incident Logs: Document all incidents
- Change Logs: Document all changes
- Status Reports: Regular status reports
- Metrics Reports: Performance metrics
Knowledge Base
- Common Issues: Document common issues
- Solutions: Document solutions
- Procedures: Document procedures
- Best Practices: Document best practices
On-Call Procedures
On-Call Responsibilities
- 24/7 Coverage: Provide 24/7 coverage
- Response Time: Respond within SLA
- Incident Handling: Handle incidents
- Escalation: Escalate as needed
- Documentation: Document all actions
On-Call Handoff
- Status Update: Provide status update
- Outstanding Issues: Document outstanding issues
- Recent Changes: Document recent changes
- Alerts: Document active alerts
References
Document Owner: Operations Team
Last Updated: 2024-12-20
Status: Draft - In Progress
Next Review: 2024-12-27