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 three main roles: Support Triagers, Community Representatives, and Hub Administrators.
- Support Triager#
- Support Triagers#
A two-person team of Support Triagers work together to triage and communicate with all external support requests. Tenure on the support team is for four weeks. Every two weeks (generally at the sprint meeting), a Support Triager cycles off the support team, and a new team member joins the team. The support team rotates through the “Open Infrastructure Engineering Team”, in alphabetical order.
The primary responsibilities of the Support Triagers are:
Ensure that we meet our Support Service Level Objectives.
Carry out our support process.
Act as primary points of contact with Community Representatives.
Trigger an Incident Response if need be.
Common alternate terms: Customer Liason, External Liason, or Customer Support.
- Community Representative#
- Community Representatives#
- Hub Administrator#
- Hub Administrators#
Who are our Support Team?#
The Support Triager role rotates through the below Support Team members.
Alejandro I. Silva
Erik Sundell
Georgiana Dolocan
Sarah Gibson
yuvipanda
