Infrastructure & Operations Playbook & Resource Hub
Your complete guide to platform reliability, SaaS hosting, disaster recovery, and team excellence
Welcome to the Infrastructure & Ops Team
We're glad you're here. You've joined the team that keeps the digital foundation of Connected Manufacturing secure, scalable, and always-on. We manage SaaS hosting environments for our clients, provide infrastructure support, lead disaster recovery planning, and ensure business continuity across all platforms.
15 min response
Full outage · No workaround
1 hr response
Partial outage · Limited workaround
4 hr response
Degraded function · Workaround exists
1 day response
General inquiry · Enhancement
Primary: Marcus Chen (Americas) · Secondary: Yuki Tanaka (APAC) · Escalation: Rachel O'Donnell
📱 On-call handoff daily at 9am ET / 2pm GMT / 10pm JST
System Outage
Runbook INF-01
Security Breach
Runbook SEC-02
VPN Failure
Runbook NET-03
Endpoint Compromise
Runbook END-04
Mission
Ensure secure, reliable, and scalable infrastructure across all Connected Manufacturing systems
Core Scope
- ☁️ Cloud infrastructure (AWS via Mission)
- 🖥️ Endpoint management
- 🔒 Security & compliance
- 📊 Monitoring & uptime
- 🆔 Identity & access
- 🔄 Disaster recovery & business continuity
Cloud architecture, DR strategy, SaaS hosting.
Performance tuning, indexing, backup/recovery.
Firewalls, VPNs, zero-trust architecture.
AWS/Azure, IaC (Terraform), containers.
Observability, SLIs, LogicMonitor, incident command.
Provisioning, patch management, runbooks.
Secure password and credential management platform used to enforce strong authentication practices and centralized access control.
SecurityAccessEndpoint security solution providing antivirus, threat detection, and real-time protection across all company devices.
SecurityAntivirusCentralized endpoint management tool used for patching, monitoring, and maintaining device health across the organization.
EndpointPatchingRemote desktop management tool enabling secure access to internal systems and environments.
Remote AccessRDPManaged AWS services partner supporting infrastructure operations, optimization, and cloud reliability.
CloudAWSCore enterprise platform for identity management, email, collaboration, and cloud services.
IdentityCloudInfrastructure monitoring platform providing real-time visibility into system performance, uptime, and alerting.
MonitoringObservabilityManages SSL certificates to ensure secure communication across web applications and services.
NetworkSSLProvides secure remote access to internal systems via encrypted VPN connections.
VPNSecure AccessAutomates compliance monitoring, audit readiness, and evidence collection for security frameworks (SOC 2, ISO, etc.).
ComplianceAuditAWS/Azure topology, network flows, SaaS hosting architecture, and disaster recovery failover maps.
Current version v3.2Complete network diagrams including VPCs, subnets, firewall rules, VPN tunnels, and connectivity to client environments.
Restricted accessStandardized forms for infrastructure access, database credentials, VPN access, and privileged identity requests.
Wrike workflow📌 All templates are version-controlled in Confluence + Wrike. Requests for access: infra-ops@connectedmanufacturing.com
🔐 All tools support SSO with Connected Manufacturing Microsoft credentials. Contact #infra-ops for access issues.