How to effectively transfer a large holding to remote work?

When switching to the remote mode, the organization of the operability and security of technical systems becomes of particular importance, therefore we implement all the necessary measures to ensure the smooth operation of the IT infrastructure.

Kostiantyn Koval, Director of IT Infrastructure Center of Excellence talks about the implementation of solutions that contributed to the successful provision of remote workflows by the technical support service.

Our team of experts provides support and development of the entire server and network infrastructure of our customers, as well as a third line of support. This is the highest level of technical support. Therefore, we are responsible for solving the most complex problems. As a rule, we work from requests arising from the inaccessibility of information systems, the inability to work with servers, emergency situations, develop solutions for previously unknown problems, if any, and also help specialists of previous support levels.

In the first 2 weeks of remote work, the team and I worked almost 24/7, providing a sufficient “safety margin”. But at the same time, we still did not understand what exact number of users would need to be transferred to remote work.

Before quarantine, the capacity of our system was designed for approximately 50 – 100 remote users. Now the daily number reaches 8 – 9 thousand unique users, and we are ready to increase the load. One of the factors of rapid scaling was the early and proactive increase in our resources. During the transition, users could feel some discomfort in the operation of systems that could work more slowly than usual. In this situation, you should consider the factor of the home provider, which often could not withstand the load, and gave certain failures. This was a fairly common problem.

Thanks to colleagues from the service department, an instruction was developed that describes in detail the actions that need to be taken first if the system is slow for users and what you need to pay attention to or how to diagnose yourself. Also, in ensuring the comfortable operation of our users at a distance, a significant role was played by the culture of using cloud services, because a significant part of them is concentrated there. We are completing a project to migrate central Data Centers to the cloud infrastructure, so we have freed up the resources of physical servers, which we quickly reoriented to provide remote work.

So, the centralized infrastructure was unloaded and all users felt significant improvements in work.