1. Support Tier Structure
To ensure scalability, we follow a three-tier support model. Our goal is to shift-left as much knowledge as possible to L1 and L2 to allow the DevOps Squad to focus on architectural innovation.
| Tier | Team | Responsibility |
| L1 | Wiki Page/Syra | General "How-to" queries, initial triage, access issues . |
| L2 | SYRA | |
| L3 | DevOps Squad |
2. Operational Responsibilities (Build & Run)
As lead of the DevOps stream, we maintain a strict "You Build It, You Run It" philosophy for our internal tools.
Runner Maintenance: Fully managed by our CloudOps team to monitoring and ensure patching and security remediation .
Licensing Reclamations: Monthly automated scan of user activity. Users inactive for >60 days will have their Copilot/GHE license revoked to optimize costs.
Backup & DR: While GitHub manages the SaaS availability, the DevOps Squad is responsible for backing up critical repository metadata and maintaining the "Configuration as Code" for our Enterprise settings.
3. High-Value Operations Topics (Proposed Additions)
Beyond the basic support structure, we have DevOps Squad to help on project basis, please contact DevOps Squad owner to get more information
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