Service Implementation Team Operations and Support Model
This section defines the operational scope, responsibilities, and role boundaries for teams running day-to-day Canonical/UDS pipeline operations.
Service Implementation Team Operations are responsible for the day-to-day running and first-line troubleshooting of the Canonical/UDS pipelines, with a deliberate focus on the Marketing Data Mart → Canonical → 360 flows. The Service Implementation Team doesn't design mappings or data models; instead, they execute runbooks, monitor jobs, diagnose common failures, and escalate to the appropriate expert roles when needed.
Service Implementation Team's scope includes:
Monitoring scheduled jobs
Airflow DAGs, ETL jobs, DBT models, or equivalent that feed:
- Landing Zone (LDZ) from the Marketing Data Mart
- Raw Data Vault (RDV) from LDZ
- Canonical/UDS Interface Layer from RDV or Marketing Data Mart
- 360 layers (Customer 360, Campaign 360, and Flowchart 360) from Interface Layer / RDV.
- ML Model write-back layer (cdm_ingest_db → Customer 360 enrichment pipeline).
Three new Airflow DAGs automate Oracle /SQL Server/ Snowflake CDM environment setup: ddl_execution_dag_multidb, airflow_variable_sync, and etl_date_control_update_dag. The Service Implementation Team must be aware of these DAGs during initial setup and environment rebuilds. Refer to Chapter 2 Runbook #6 for operational procedures.
Executing Documented Runbooks
- Job restarts and reruns
- Handling late or missing source files
- Basic parameter or configuration corrections (dates, batch IDs, environment switches)
- Triggering etl_date_control_update_dag before each load run (Day 0 and BAU)
Performing First-Level Technical Investigation
- Reviewing logs, error messages, and job history
- Checking counts and basic sanity checks where runbooks define them
Escalating When Needed
Service Implementation Team escalates issues to to the appropriate expert roles when the problem is outside runbook scope.
The Service Implementation Team is expected to operate the system, not change the model, mappings, or business rules.