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