# SMOA Operations Runbook **Version:** 1.0 **Last Updated:** 2024-12-20 **Status:** Draft - In Progress --- ## Operations Overview ### Purpose This runbook provides day-to-day operations procedures for the Secure Mobile Operations Application (SMOA). ### Audience - Operations team - System administrators - Support staff - On-call personnel ### Scope - Daily operations - Common tasks - Troubleshooting - Emergency procedures --- ## Daily Operations ### Daily Checklist #### Morning Tasks - [ ] Check system health status - [ ] Review overnight alerts - [ ] Verify backup completion - [ ] Check certificate expiration dates - [ ] Review security logs #### Ongoing Tasks - [ ] Monitor system performance - [ ] Monitor security events - [ ] Respond to alerts - [ ] Process user requests - [ ] Update documentation #### End of Day Tasks - [ ] Review daily metrics - [ ] Verify backup completion - [ ] Document issues - [ ] Update status reports - [ ] Hand off to on-call --- ## Common Tasks ### User Management #### Create New User 1. Navigate to user management system 2. Create user account 3. Assign roles and permissions 4. Configure device access 5. Send credentials to user 6. Verify user can access system #### Disable User Account 1. Navigate to user management system 2. Locate user account 3. Disable account 4. Revoke device access 5. Archive user data 6. Document action #### Reset User PIN 1. Navigate to user management system 2. Locate user account 3. Reset PIN 4. Send temporary PIN to user 5. Require PIN change on next login 6. Document action ### Certificate Management #### Check Certificate Expiration 1. Navigate to certificate management 2. Review certificate expiration dates 3. Identify expiring certificates 4. Schedule renewal 5. Document findings #### Renew Certificate 1. Obtain new certificate 2. Install certificate 3. Update configuration 4. Verify installation 5. Test functionality 6. Document renewal ### Backup and Recovery #### Verify Backup Completion 1. Check backup status 2. Verify backup files 3. Test backup restoration 4. Document verification 5. Report issues if any #### Restore from Backup 1. Identify backup to restore 2. Verify backup integrity 3. Restore backup 4. Verify restoration 5. Test functionality 6. Document restoration --- ## Monitoring ### System Health Monitoring #### Health Checks - **Application Status:** Check application health - **Database Status:** Check database health - **Network Status:** Check network connectivity - **Device Status:** Check device status - **Backend Services:** Check backend service health #### Performance Monitoring - **Response Times:** Monitor API response times - **Resource Usage:** Monitor CPU, memory, battery - **Error Rates:** Monitor error rates - **User Activity:** Monitor user activity ### Security Monitoring #### Security Event Monitoring - **Authentication Events:** Monitor authentication - **Authorization Events:** Monitor authorization - **Security Alerts:** Monitor security alerts - **Anomaly Detection:** Monitor for anomalies #### Log Review - **Daily Review:** Review security logs daily - **Weekly Review:** Comprehensive weekly review - **Monthly Review:** Monthly security review - **Incident Investigation:** Review logs for incidents --- ## Troubleshooting ### Common Issues #### Application Not Starting 1. **Check Device:** Verify device is functioning 2. **Check Network:** Verify network connectivity 3. **Check Logs:** Review application logs 4. **Restart Application:** Restart application 5. **Restart Device:** Restart device if needed 6. **Contact Support:** Contact support if issue persists #### Authentication Failures 1. **Check User Account:** Verify account status 2. **Check Biometric Enrollment:** Verify biometric enrollment 3. **Check PIN Status:** Verify PIN status 4. **Reset Credentials:** Reset if needed 5. **Contact Support:** Contact support if issue persists #### Sync Issues 1. **Check Network:** Verify network connectivity 2. **Check Backend:** Verify backend services 3. **Check Logs:** Review sync logs 4. **Manual Sync:** Trigger manual sync 5. **Contact Support:** Contact support if issue persists #### Performance Issues 1. **Check Resources:** Check device resources 2. **Check Network:** Check network performance 3. **Check Logs:** Review performance logs 4. **Optimize:** Optimize if possible 5. **Contact Support:** Contact support if needed --- ## Emergency Procedures ### System Outage #### Detection 1. Monitor system alerts 2. Verify outage 3. Assess impact 4. Notify team #### Response 1. Isolate issue 2. Implement workaround if possible 3. Escalate if needed 4. Communicate status 5. Resolve issue 6. Verify resolution ### Security Incident #### Detection 1. Identify security incident 2. Assess severity 3. Notify security team 4. Follow incident response plan #### Response 1. Contain incident 2. Investigate incident 3. Remediate issue 4. Document incident 5. Report incident ### Data Loss #### Detection 1. Identify data loss 2. Assess scope 3. Notify team #### Response 1. Stop data loss 2. Restore from backup 3. Verify restoration 4. Investigate cause 5. Prevent recurrence --- ## Escalation Procedures ### Escalation Levels #### Level 1: Operations Team - Routine issues - Standard procedures - Common tasks #### Level 2: Technical Team - Technical issues - Complex problems - System issues #### Level 3: Security Team - Security incidents - Security issues - Policy violations #### Level 4: Management - Critical issues - Business impact - Strategic decisions ### Escalation Criteria - **Severity:** Issue severity - **Impact:** Business impact - **Time:** Time to resolve - **Expertise:** Required expertise --- ## Documentation ### Operational Documentation - **Incident Logs:** Document all incidents - **Change Logs:** Document all changes - **Status Reports:** Regular status reports - **Metrics Reports:** Performance metrics ### Knowledge Base - **Common Issues:** Document common issues - **Solutions:** Document solutions - **Procedures:** Document procedures - **Best Practices:** Document best practices --- ## On-Call Procedures ### On-Call Responsibilities - **24/7 Coverage:** Provide 24/7 coverage - **Response Time:** Respond within SLA - **Incident Handling:** Handle incidents - **Escalation:** Escalate as needed - **Documentation:** Document all actions ### On-Call Handoff - **Status Update:** Provide status update - **Outstanding Issues:** Document outstanding issues - **Recent Changes:** Document recent changes - **Alerts:** Document active alerts --- ## References - [Monitoring Guide](SMOA-Monitoring-Guide.md) - [Backup and Recovery Procedures](SMOA-Backup-Recovery-Procedures.md) - [Administrator Guide](../admin/SMOA-Administrator-Guide.md) - [Security Documentation](../security/) --- **Document Owner:** Operations Team **Last Updated:** 2024-12-20 **Status:** Draft - In Progress **Next Review:** 2024-12-27