Toys-R-US cadence 03052026
Meeting Attendees and Introductions
Participants: Michael, Ron, Peter, Sunil, Safik, Amanda, Mayank, Edwin.
Michael and Peter introduced as technical service managers assisting with the Toys R Us account.
Michael will present today’s report, while Peter will assist with questions.
Mayank is leaving the team soon; admin and Sunil will take over his responsibilities.
Company Structure and Changes
Change in team personnel: Mayank's last day is March 13.
Adman from Northern Reflections will manage network and infrastructure responsibilities.
Peter expresses his regret over Mayank's departure but wishes him well for his future endeavors.
Technical Updates and Ticket Review
Total tickets for review during the call: 4.
Ticket Status: 63% P2s, remainder P3s.
Issues addressed in the tickets include alerts from the Saint Bruno site and updates on Internet problems.
Specific Updates per Ticket
Ticket 1: Primary link down; a full Layer 1 check and reboot of carrier/SD WAN equipment suggested.
Follow-up actions: Coordinate potential on-site modem reboot.
Ticket 2: Still in progress; a secondary path is down while the primary is stable. Requires monitoring and investigation by Tier 1.
Ticket 3: Router is online; awaiting customer confirmation for technician access for carrier team dispatch.
Next steps: Wait for confirmation from customer to proceed.
Incident Summary
Uptime and packet loss discussed with a focus on incidents from the previous week.
Incidents cleared in the past seven days; no open incidents recorded.
TDT: Concord location hitting around 70 GB; other sites stable.
Michael advises the escalation path for any urgent matters in the future.
Communication Procedures
Tickets are auto-generated upon alerts of outages, detailed communication handled through rules of engagement and ServiceNow platform.
Team responses depend on the severity of alerts, with follow-ups via calls or ticket updates.
Inquiry Process and Auto Notifications
Questions raised by Adman regarding the ticketing process and alert notifications to Toys R Us.
Validated that the Toys R Us team does get notified of auto-generated tickets via incident tickets shown in ServiceNow.
Clarified the process of communications for on-site assistance requests (i.e., modem reboots, etc.).
Clarifications on Team Roles
Discussion on adding new members to the distribution lists for incident alerts, including Adman's contact information.
Emphasis on ensuring all team members receive necessary alerts (current members: Sunil, Philip).
Michael required to provide his email address to ensure proper communication and updates about the incidents.
Follow-up Actions and Scheduling Additional Meetings
Adman expressed desire for further discussion on Zayo's managed services capabilities for Toys R Us.
Scheduled follow-up meeting to discuss in detail these services.
Conclusion and Closing Remarks
No further questions from participants; Michael offers to allow everyone to leave the meeting early, reclaiming eight minutes of their day.
Everyone bids goodbye, ending the meeting.
Meeting Attendees and Introductions
Participants: Michael (Lead Technical Service Manager), Ron (Operations Manager), Peter (Technical Service Manager specialized in Toys R Us account), Sunil (Support Engineer), Safik (Project Manager), Amanda (Sales Lead), Mayank (Team Member departing), Edwin (IT Specialist).
Michael and Peter introduced as technical service managers critically assisting with the Toys R Us account, emphasizing their roles in maintaining client satisfaction and service quality.
Michael will present today’s comprehensive report, while Peter will assist with addressing complex questions from participants to ensure clarity on critical points.
Mayank is leaving the team soon; his last day is confirmed as March 13, after which admin and Sunil will take over his responsibilities to ensure smooth continuity of operations and client support.
Company Structure and Changes
Change in team personnel: Mayank's last day is set for March 13, marking a significant transition in the team.
Adman from Northern Reflections will take over management of network and infrastructure responsibilities, indicating a shift in resource allocation to optimize performance.
Peter openly expresses his regret over Mayank's departure, highlighting the team’s appreciation for his contributions, and wishes him well for his future endeavors, fostering a supportive team culture.
Technical Updates and Ticket Review
Total tickets for review during the call: 4. This review aims to maintain transparency regarding ongoing technical issues and their resolutions.
Ticket Status: 63% are classified as P2 (Priority 2), and the remainder (37%) are P3 (Priority 3). These classifications help prioritize responses based on severity.
Issues addressed in the tickets include significant alerts from the Saint Bruno site that were affecting performance and updates on ongoing Internet problems that needed immediate intervention.
Specific Updates per Ticket
Ticket 1: Primary link down; a full Layer 1 check and reboot of the carrier/SD WAN equipment suggested to restore connectivity.
Follow-up actions: Coordinate potential on-site modem reboot with the technical team to expedite resolution.
Ticket 2: Still in progress; a secondary path is down while the primary remains stable. This issue requires continual monitoring and investigation by Tier 1 to identify the root cause.
Ticket 3: Router is online; awaiting customer confirmation for technician access for carrier team dispatch.
Next steps: Follow up with the customer to acquire confirmation to proceed with necessary updates and repairs.
Incident Summary
Uptime and packet loss were discussed with a focus on incidents from the previous week, providing insights into overall service quality.
Incidents cleared in the past seven days; no open incidents recorded. This reflects positively on the team's responsiveness and efficiency in issue resolution.
TDT: Concord location is currently hitting around 70 GB of usage; other sites remain stable, indicating that monitoring efforts have been effective.
Michael advises on the escalation path for any urgent matters in the future, ensuring that participants are clear on protocols for handling high-priority issues.
Communication Procedures
Tickets are auto-generated upon alerts of outages to ensure rapid response; detailed communication is handled effectively through established rules of engagement and the ServiceNow platform.
Team responses are determined based on the severity of alerts, with follow-ups via calls or ticket updates to ensure users are informed of progress.
Inquiry Process and Auto Notifications
Questions raised by Adman regarding the ticketing process and alert notifications to Toys R Us were explored to enhance clarity.
Validated that the Toys R Us team is indeed notified of auto-generated tickets via incident tickets as shown in ServiceNow, ensuring transparency in communication.
Clarified the process of communications for on-site assistance requests (i.e., modem reboots, etc.), emphasizing efficiency and quick resolution.
Clarifications on Team Roles
Discussion on adding new members to the distribution lists for incident alerts, including Adman's contact information, was prioritized to enhance communication efficiency.
Emphasis on ensuring all team members, including new additions, receive necessary alerts (current members include Sunil and Philip). This promotes an informed team environment.
Michael is required to provide his email address to facilitate proper communication and updates about the status of incidents, reinforcing accountability in the team.
Follow-up Actions and Scheduling Additional Meetings
Adman expressed a desire for further discussion on Zayo's managed services capabilities for Toys R Us, indicating potential service expansion.
A follow-up meeting has been scheduled to delve into detail about these services and explore how they can benefit Toys R Us moving forward.
Conclusion and Closing Remarks
No further questions from participants were raised during the meeting; Michael offers attendees the opportunity to leave early, reclaiming eight minutes of their day, which reflects positively on time management.
Everyone bids farewell, effectively ending the meeting on a positive note and reaffirming good team morale.