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Roles and Responsibilities

The following sections detail the various roles and responsibilities of IT personnel and support services typically included in the WCPA guide.

Internet Engineering

Internet engineering is the group responsible for operating the company's Internet access. In a large company, it's typical to have multiple, geographically separate routes from internal networks to the Internet, both for load sharing and reliability. Internet engineering is responsible for the principal external servers in the "demilitarized zone" (DMZ). The DMZ is that portion of the network that sits behind the first firewall but outside the main internal networks.

These are some typical responsibilities of Internet engineering:

  • Determining requirements for Internet connectivity

  • Contracting for ISP (Internet service provider) services

  • Installing and maintaining external web, FTP, and email servers

  • Installing and maintaining external DNS and other directory servers

  • Monitoring ISP performance and service-level agreements

Security Engineering

Security is a specialized topic that's called out separately in the WCPA. Typical responsibilities of security engineering include the following:

  • Designing and maintaining firewall complex, possibly in conjunction with Internet engineering

  • Working with Internet engineering to ensure security of all external servers

  • Working with network engineering to ensure security of all internal networks

  • Working with WebTone engineering to provide secure access through the firewall

  • Designing and implementing methods for remote user authentication and data encryption

Network Engineering

Typical responsibilities of network engineering include the following:

  • Determining internal networking requirements for WANs and LANs

  • Contracting with Telcos for WAN services

  • Installing and maintaining WAN and LAN routers, switches, and hubs

  • Determining impact of new applications on the network

WebTone Engineering

Here are some typical responsibilities of WebTone engineering (an internal engineering group):

  • Working with Internet engineering to hand off incoming and outgoing web, FTP, and email traffic

  • Installing and maintaining internal DNS and other directory services

  • Providing internal web server hosting

  • Designing and maintaining a network of internal proxy cache servers at strategic points on the corporate intranet

Technical Services

Typical responsibilities of technical services might consist of the following:

  • Determining physical location of all server equipment

  • Installing network connections and power

  • Installing hardware, including third-party equipment

  • Conducting preventive maintenance diagnostics on all equipment

  • Partitioning the disks during OS installation

  • Configuring OS-specific parameters

  • Applying any OS patches required

  • Assisting database administration with DBMS installations

  • Installing any unbundled software products, such as tape management, disk mirroring, etc.

  • Installing all required data center utilities

  • Configuring and maintaining system security

  • Monitoring system performance and capacity (CPU, memory, disk, network)

  • Managing backup tape integrity and storage

  • Providing on-call support, 24x7 or as specified

  • Performing disaster-recovery drills

  • Establishing end-of-life plans to deactivate servers and applications

  • Providing online availability statistics

  • Providing system tuning for peak performance

  • Performing capacity planning

  • Establishing network connections to LAN and WAN, including ISP (Internet service provider) connections

  • Providing and maintaining network databases such as DNS, LDAP, NIS, NFS, primary domain controller (NT), backup domain controller (NT)

  • Performing security audits; monitoring security access

  • Establishing user accounts and system (root) accounts

  • Monitoring all daily processing

  • Starting/restarting production jobs and applications

  • Scheduling all online and batch processing

  • Evaluating, developing, and implementing utilities and tools to support servers and applications in the production environment

Hardware Support

Typical responsibilities of hardware support include the following:

  • Supporting and resolving all hardware problems

  • Handling all preventive maintenance within the data center for mission-critical servers

Applications Support

These are some typical responsibilities of applications support:

  • Providing second-level application support as required

  • Working with technical services and database administration to resolve complex application problems

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