The Backbone of Business: Inside IT Infrastructure and Support at MoйСклад
August 6, 2024, 11:09 am
In the bustling world of business, IT infrastructure is the unsung hero. It’s the sturdy bridge that connects innovation to execution. At MoйСклад, this infrastructure is more than just a collection of servers and software; it’s a lifeline for countless businesses. With a team led by Vadim Sarkisyan, the IT infrastructure department has grown from six to fourteen members in just a few years. This growth reflects not only the demand for robust IT solutions but also the commitment to excellence that defines the company.
Vadim wears many hats. He is the architect of DevOps, the head of IT infrastructure, and the leader of the systems engineering guild. His team is divided into two main units: operations and development. The operations team acts as the first and second lines of technical support, addressing the needs of internal users—developers, testers, and analysts. They are the frontline warriors, tackling issues that arise daily.
On the other hand, the development team focuses on automating operations and enhancing the core product, the MoйСклад service. One of their flagship projects is the Deployment Management System, a tool designed to streamline the deployment process across various environments. This project took nearly a year to complete, but now it runs like a well-oiled machine. The development team is also working on other innovative solutions, such as a staging environment that mimics production to ensure smooth testing and deployment.
However, the journey hasn’t been without its challenges. In 2023, the team faced a significant DDoS attack that tested their resilience. For three days, they fought to protect their services, demonstrating the critical role of IT infrastructure in safeguarding business operations.
Hiring the right talent is crucial in this fast-paced environment. Vadim emphasizes the importance of human qualities over technical skills. While technical expertise is essential, the ability to fit into the team and handle stress is paramount. The interview process is designed to gauge candidates' interpersonal skills, ensuring that they can thrive in a collaborative atmosphere.
Once hired, new employees undergo a gradual onboarding process. They start with limited access to projects, allowing them to acclimate without overwhelming pressure. This approach fosters a supportive environment where employees can grow into their roles.
The IT infrastructure team is not just about maintaining systems; they are also educators. They provide training for system administrators to transition into DevOps roles, promoting a culture of continuous learning. This investment in employee development pays off, as it cultivates a skilled and adaptable workforce.
Meanwhile, the support team at MoйСклад has transformed the way they handle customer inquiries. With an average of 1,500 requests daily, they have developed a system that separates simple issues from complex ones. The first line of support addresses straightforward problems quickly, while the second line delves into more intricate cases, acting as detectives to uncover the root causes of issues.
This dual approach has led to impressive results. The support team boasts a customer satisfaction rate of 98%, a testament to their dedication and professionalism. The team has cultivated a respectful culture, recognizing that happy employees lead to happy customers. This philosophy has resulted in low turnover rates, with many employees staying for over five years.
The challenges of customer support are real. When clients face issues, their frustration can spill over into interactions with support staff. The team has learned to manage these emotions, ensuring that they remain calm and empathetic. They understand that for the customer, their problem is urgent, and they strive to provide solutions without judgment.
In times of crisis, such as when a new regulation is introduced or equipment fails, the support team is ready to spring into action. They adapt quickly, ensuring that they can handle the increased workload without sacrificing quality. This flexibility is key to maintaining their high standards of service.
Moreover, the support team is equipped with tools to monitor their performance. Metrics such as response time and repeat inquiries are tracked to identify areas for improvement. This data-driven approach allows them to refine their processes continually.
The work environment at MoйСклад is designed to promote well-being. Employees have the option to work remotely, allowing them to balance their personal and professional lives. This flexibility is crucial in preventing burnout, especially in a high-pressure field like tech support.
Ultimately, the success of MoйСклад’s IT infrastructure and support teams lies in their commitment to respect and care for their employees. When staff feel valued, they are more likely to extend that respect to customers. This cycle of appreciation creates a positive feedback loop, benefiting everyone involved.
In conclusion, the IT infrastructure and support teams at MoйСклад exemplify the power of collaboration, respect, and continuous improvement. They are not just solving problems; they are building relationships and fostering a culture of excellence. As businesses continue to evolve, the role of IT infrastructure will only grow, making it essential for companies to invest in their teams and processes. The future is bright for those who understand that at the heart of every successful business is a strong IT backbone.
Vadim wears many hats. He is the architect of DevOps, the head of IT infrastructure, and the leader of the systems engineering guild. His team is divided into two main units: operations and development. The operations team acts as the first and second lines of technical support, addressing the needs of internal users—developers, testers, and analysts. They are the frontline warriors, tackling issues that arise daily.
On the other hand, the development team focuses on automating operations and enhancing the core product, the MoйСклад service. One of their flagship projects is the Deployment Management System, a tool designed to streamline the deployment process across various environments. This project took nearly a year to complete, but now it runs like a well-oiled machine. The development team is also working on other innovative solutions, such as a staging environment that mimics production to ensure smooth testing and deployment.
However, the journey hasn’t been without its challenges. In 2023, the team faced a significant DDoS attack that tested their resilience. For three days, they fought to protect their services, demonstrating the critical role of IT infrastructure in safeguarding business operations.
Hiring the right talent is crucial in this fast-paced environment. Vadim emphasizes the importance of human qualities over technical skills. While technical expertise is essential, the ability to fit into the team and handle stress is paramount. The interview process is designed to gauge candidates' interpersonal skills, ensuring that they can thrive in a collaborative atmosphere.
Once hired, new employees undergo a gradual onboarding process. They start with limited access to projects, allowing them to acclimate without overwhelming pressure. This approach fosters a supportive environment where employees can grow into their roles.
The IT infrastructure team is not just about maintaining systems; they are also educators. They provide training for system administrators to transition into DevOps roles, promoting a culture of continuous learning. This investment in employee development pays off, as it cultivates a skilled and adaptable workforce.
Meanwhile, the support team at MoйСклад has transformed the way they handle customer inquiries. With an average of 1,500 requests daily, they have developed a system that separates simple issues from complex ones. The first line of support addresses straightforward problems quickly, while the second line delves into more intricate cases, acting as detectives to uncover the root causes of issues.
This dual approach has led to impressive results. The support team boasts a customer satisfaction rate of 98%, a testament to their dedication and professionalism. The team has cultivated a respectful culture, recognizing that happy employees lead to happy customers. This philosophy has resulted in low turnover rates, with many employees staying for over five years.
The challenges of customer support are real. When clients face issues, their frustration can spill over into interactions with support staff. The team has learned to manage these emotions, ensuring that they remain calm and empathetic. They understand that for the customer, their problem is urgent, and they strive to provide solutions without judgment.
In times of crisis, such as when a new regulation is introduced or equipment fails, the support team is ready to spring into action. They adapt quickly, ensuring that they can handle the increased workload without sacrificing quality. This flexibility is key to maintaining their high standards of service.
Moreover, the support team is equipped with tools to monitor their performance. Metrics such as response time and repeat inquiries are tracked to identify areas for improvement. This data-driven approach allows them to refine their processes continually.
The work environment at MoйСклад is designed to promote well-being. Employees have the option to work remotely, allowing them to balance their personal and professional lives. This flexibility is crucial in preventing burnout, especially in a high-pressure field like tech support.
Ultimately, the success of MoйСклад’s IT infrastructure and support teams lies in their commitment to respect and care for their employees. When staff feel valued, they are more likely to extend that respect to customers. This cycle of appreciation creates a positive feedback loop, benefiting everyone involved.
In conclusion, the IT infrastructure and support teams at MoйСклад exemplify the power of collaboration, respect, and continuous improvement. They are not just solving problems; they are building relationships and fostering a culture of excellence. As businesses continue to evolve, the role of IT infrastructure will only grow, making it essential for companies to invest in their teams and processes. The future is bright for those who understand that at the heart of every successful business is a strong IT backbone.