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Global Admin Training

NOTE: New to VictorOps? A great place to get acquainted with the platform is through our User Training, found here. Once you familiarize yourself with User permissions, come back to this article to learn more about your increased responsibilities as a Global Admin.

Your Role as a Global Admin

As a Global Admin, you have the highest level of permissions in the VictorOps platform. You’re responsible for the overall workflow and management of integrations and users.

Your Permissions as a Global Admin

As a Global Admin, you have access to all functionality across the platform including scheduling, integrations, teams, and users. While many of these responsibilities will fall on your Alert and Team Admins, there are three that are unique to the Global Admin role. 

Permissions unique to a Global Admin
  Billing Information
  API Access
  Granting User Permission

View all User Roles and Permissions!

Your Resources as a Global Admin

Knowledge Base: The extensive VictorOps Knowledge Base is always a good place to start if you are unsure how something works or are in need of some tips!

Contact VictorOps Support: All users have the ability to reach out to VictorOps support at any time with any questions!

Recommendations for Configuring your VictorOps Account

1.  Setup profile and familiarize yourself with VictorOps: Setup your personal profile and create a personal paging policy. Explore the mobile and web platforms to get comfortable before beginning your configurations. Quick video on Personal Paging Polices!

2.  Invite Users: This can be done via the user page by selecting the “invite user” button or via the API. Quick video on Adding Users in VictorOps & Removing Users in VictorOps!

Best Practice Tip Configuring SSO prior to adding users helps ensure all users link their SSO account. Reach out to the VictorOps Support team for assistance with SSO configuration.

Best Practice Tip Keep a company-wide user naming convention. This is best achieved by using the name of your email, first.last. If needed, append the username with your VictorOps instance “-orgslug” to ensure uniqueness (example: jsmith-acme). Use the API to enforce the desired usernames when inviting users. NOTE: Email invitations let users create their own usernames, so internal communication will be important to ensure naming conventions are followed. 

3.  Assign Roles: VictorOps has four roles you can assign to users. Quick video on assigning roles in VictorOps!

Global Admin Organization & Management of the overall VictorOps Account
Team Admin Oversees a Team’s Configurations & Users
Alert Admin Oversees Integration Configurations
User On-call responsibilities & takes action on incidents 

Best Practice Tip Restrict user permissions as much as possible in order to limit the number of users making changes. Recommendation: 1-2 Global Admins(GAs) per org, 1-2 Alert Admins per org, and 1-2 Team Admins (TA) per team.

4.  Create your teams: Determine the role of each team in VictorOps and create each team within the teams’ page. Assign 1-2 team admins per team to manage on-call schedules and users.

Best Practice Tip Keep a team naming convention that is intuitive to each team role or the alerts they work. (ie. Support, Backend, Security, Data, etc.)

5.  Optimize VictorOps configuration to achieve the desired workflow: Determine which alerts from your monitoring tools need to be sent into VictorOps. Ensure admins for your monitoring tools are assigned alert admin permissions in VictorOps in order to configure the integrations. 

Best Practice Tip Only send critical, actionable alerts into VictorOps. Avoid unnecessary or noisy alerts – This will help reduce alert fatigue and make it easier to manage your incidents.

6.  Familiarize yourself with VictorOps Reports: VictorOps has four reports that can be utilized to evaluate your incident response, identify and correct weaknesses, and track on-call user metrics.

7. Global Alert Configuration & Settings:  Configuring your global alert settings will improve your workflow and ensure no alert goes unresolved. 

  • Auto-Resolve & Pop-Out-Of-Ack
  • Incident Creation based on Entity State
  • Incident Resolve Notifications

8. Understand Maintenance Mode and when to use it: Maintenance Mode allows you to temporarily mute alerts in order to complete server maintenance, or other work, without unnecessarily disrupting your teammates with incident paging. It does not prevent alerts from entering VictorOps; it only stops specific alerts from paging on-call users. Note: Global and Alert Admins can begin Maintenance Mode **short video**

9. Get to know the VictorOps API: Only Global Admins have the ability to enable the VictorOps API and create API keys. The API can be used to pull VictorOps data, make scripts, etc. You can access the public API HERE as well as from the API tab under Integrations. Use your API ID and up to five keys to perform calls.  

Global Admin Checklist

Updated on October 9, 2020

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