Service Operator

Service Operators manage service instances across all tenants. They troubleshoot issues, perform maintenance, and respond to incidents. They have access to their services but might not have access to the whole cluster.

Requirements

As a Service Operator I:

  • Monitor all instances with cluster-wide visibility of health, SLI metrics, and alerts

  • Follow service-specific troubleshooting procedures documented in runbooks

  • Coordinate upgrades during maintenance windows

  • Restore service instances from backups when needed

  • Execute emergency procedures during incidents

As a Service Operator I can:

  • Rely on runbooks, emergency procedures, and troubleshooting guides provided by Service Maintainers for each service

  • Get 3rd level support from Service Maintainers for issues with the service

  • Access the cluster with kubectl scoped to the service instances I operate