·Who We Are
The IT Operations & Infrastructure team is responsible for designing, building, and maintaining the technology backbone that keeps the institution running. We manage:
- Campus wired and wireless network (1,200+ access points, 60+ buildings)
- Core and edge routing, switching, and firewalls
- On-premises data centre and co-location facilities
- Virtualisation platform (VMware vSphere, 300+ VMs)
- Storage infrastructure and backup systems
- Server operating system management (Windows Server, RHEL, Ubuntu)
- Monitoring, alerting, and on-call incident response
Our Commitment
We aim to deliver 99.9% availability for all core services. When disruptions occur, we communicate proactively via this Beacon portal and resolve incidents as quickly as possible.
All planned maintenance is announced at least 48 hours in advance wherever possible. Emergency maintenance that cannot wait for advance notice will be communicated as soon as it is initiated.
Team Structure
| Role | Contact |
|---|---|
| Director, Infrastructure & Operations | jordan.rivera@example.edu |
| Senior Network Engineer | marcus.webb@example.edu |
| Systems Administrator | sandra.okafor@example.edu |
| Database Operations | db-ops@example.edu |
| Help Desk (Level 1) | helpdesk@example.edu |
Service Hours
| Service | Hours |
|---|---|
| Network & Server Monitoring | 24 × 7 × 365 |
| On-Call Response (P1 incidents) | 24 × 7 × 365 |
| Help Desk | Mon–Fri, 7:30 AM – 6:00 PM |
| Planned Maintenance Windows | Saturdays 10:00 PM – 2:00 AM; Sundays 1:00 AM – 5:00 AM |
Contact Us
- Help Desk Portal: it.example.edu/support
- Phone: ext. 4357 (HELP)
- Email: helpdesk@example.edu
- Emergency / P1 On-Call: ext. 5555
