Best Practices in Site Reliability –

Module 1: SRE Excellence and Operations Transformation (NOC/SOC & MSP)

    • Introduction to Site Reliability Engineering (SRE): merging software development and IT operations to minimize risks.

    • The 50/50 Rule of SRE: Balancing Proactive Problem Solving and Operations Automation.

    • Transition from a reactive NOC/SOC model to a digital, proactive control center powered by artificial intelligence (AIOps).

    • Resilience Challenges and Business Continuity Planning (BCP) in Complex Infrastructures (Telecoms, Mining Sector).

Module 2: KPI-Driven Management and Service Level Agreement (SLA/WLA) Engineering

    • Defining and aligning objectives: SLOs (Service Level Objectives) and SLIs (Service Level Indicators).

    • Critical KPIs in Incident Management and Service Delivery: MTTD (Mean Time to Detect), MTTR (Mean Time to Recovery), MTBF (Mean Time Between Failures), and NUR (Network Uptime Ratio).

    • MSP Contract Management: Ensuring strict compliance with SLAs and WLAs.

    • The Concept of Error Budgets: Balancing Extreme Network Reliability (“Five-Nines” Availability) with the Need for Innovation.

Module 3: Reinventing ITSM: Incident, Problem, and Change Management

    • Incident Management Practices: Moving from traditional reactive troubleshooting to self-healing and real-time “Live Troubleshooting.”

    • Problem Management: Moving from post-mortem root cause analysis (RCA) to automated preventive maintenance via predictive analytics (machine learning).

    • Change Management: Operational standardization and multi-vendor orchestration to deploy changes without consuming the error budget.

Module 4: Overview and Benefits of the GSA Ecosystem (MARINA GSA & GSA CORE SRE)

    • Architecture and Philosophy: An interoperable, 100% customizable solution offering absolute end-to-end control (RAN, IP/MPLS, Core PS/CS, IT/OT).

    • Key Features: Automated Deep Checks, system/network mapping, and immediate technical recommendations.

    • Operational Benefits: Elimination of tedious manual interventions, drastic reduction in MTTR, and standardization of engineering best practices.

    • AI for the Network: Early anomaly detection via the GSA Telco Node Analyzer and centralized aggregation.

Module 5: Advanced Automation and Auto-Ticketing (Zero-Touch Operations)

    • The intelligent incident workflow: autonomous detection, diagnosis, and log generation.

    • Auto-Ticketing Process: Automatic conversion of alerts detected by MARINA GSA and GSA CORE SRE into tickets directly in GLPI.

    • IT Task Automation: Elimination of human error and optimization of processing times.

    • Unified visibility: Centralization of monitoring data for real-time control from a single dashboard.

Module 6: Hands-On Workshops and Use Cases (Mining and Telecommunications Sectors)

    • Use Case 1: Live Troubleshooting during a failure on an OCS or PCRF node.

    • Use Case 2: Implementation of an automated preventive maintenance routine for industrial infrastructures (IoT/OT).

    • Demonstration of collaboration between monitoring teams (Front Office) and technical experts (Back Office) via a single interface.