<Project Name> Application Services – Operations Run Book <Deliverable ID> Version <0>

APP000010023305 SANTANDER (CISA) CLIENT - ETCS LATAM

OPERATIONS RUN BOOK

VERSION:1.0

ROLE NAME AND TITLE SIGNATURE AND DATE

AUTHOR:

AUTHOR FERNANDO SATO

IT ARCHITECT

REVIEW AND APPROVAL:

TECHNICAL APPLICATION OWNER MAYARA FLORE MACIEL

SUPPORT AUDRIC ROGÉRIO NUNES

FUENTES

SUPPORT LEADER ABHISEK TALUKDER

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Table of Contents
1. Statement of Purpose......................................................................................................3
2. Scope................................................................................................................................ 3
3. Definitions........................................................................................................................ 4
4. References........................................................................................................................ 4
5. Application Overview and Description...........................................................................4
5.1 Application Information................................................................................................4
5.2 Application Contact Information.................................................................................5
5.3 System Architecture and Design.................................................................................5
5.4 Hardware Components.................................................................................................6
5.5 Software Components..................................................................................................6
5.6 Operating System.........................................................................................................7
5.7 Databases...................................................................................................................... 7
5.8 Client Tools...................................................................................................................7
5.9 Source Libraries........................................................................................................... 7
5.10 Network Information..................................................................................................8
5.11 Security Information..................................................................................................8
5.12 Upstream Dependent Applications..........................................................................8
5.13 Downstream Dependent Applications.....................................................................9
5.14 Additional Features or Dependencies......................................................................9
5.15 Points of Failure........................................................................................................ 9
6. Procedural, Support and Escalation Information..........................................................9
6.1 Service Level Agreement...........................................................................................10
6.2 Hours of Operation.....................................................................................................10
6.3 Support Group Name..................................................................................................10
6.4 Escalation Information...............................................................................................10
6.5 Impacted User Community.........................................................................................11
6.6 Communication & Resolution Protocol....................................................................11
6.7 Operational Procedures.............................................................................................12
6.8 Startup/ Shutdown Procedures.................................................................................13
6.9 Troubleshooting......................................................................................................... 13
7. Release Schedule And Maintenance Windows............................................................13
8. Revision History............................................................................................................... 13

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1. STATEMENT OF PURPOSE

The Operations Run Book (ORB) should contain all of the information the Application Services team and
specifically the Operations staff required to perform day-to-day operations and to respond to
emergency situations or any event that effects the application or system. The ORB requires that you
provide specific details on hardware and software components of the equipment running the
application, contact information, procedural information and scripts and back-out procedures and
recovery guidelines.

The purpose of this template is to guide the project lead to complete all of the information that will
follow the system or application throughout the project lifecycle. When key components and/or
information change due to upgrade, department (customer) requirements or any other reason; the ORB
must be updated to reflect the new system, application or environment. The information contained in
the ORB also reflects the level of support required by the (Operations and Development staff). Currently,
Tier 1 support is performed by the Global Service Desk staff and all Tier 2 and 3 support are performed
by higher level support staff. Therefore, all information should be completed as both the Service Desk
and the Level 2 and 3 staff must refer to this document for full service support.

2. SCOPE
This document describes the activities to be performed as part of Operations Run Book of the
applications “SANTANDER (CISA) CLIENT - ETCS LATAM”
The project/application components that are in scope for the transition:

Application Component Functionality Description

SANTANDER (CISA) Bank Payment Automation for Direct Debit
CLIENT - ETCS LATAM Authorized
The following are not in scope:

3. DEFINITIONS

Term/Acronym Definition
DDA Direct Debit Authorized
CISA Conexão Inteligente Santander
AFT Automated File Transfer

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4. REFERENCES

Document ID Title

SOP-1705 Software Development Life Cycle

5. APPLICATION OVERVIEW AND DESCRIPTION

Application overview and description defines the various hardware and software components of the
application as configured in a production environment.

5.1 APPLICATION INFORMATION

Application Information
Submitted By: ERP RR IBM
Application Name: SANTANDER (CISA) CLIENT - ETCS LATAM
Application ID: APP000010023305
Application Short Description: These DDA files are downloaded from CISA to
Mbox and redirected to SAP ECC Unix server
folder;
Application Purpose: Direct Debit Authorized
Internal/External Use? (X) Internal
( ) External
( ) Both
Does application have regulatory oversight? ( ) Yes
(X) No
Is application vendor-based (i.e.; out-of-the-box (X) Yes
solution, vendor developed software). ( ) No

5.2 APPLICATION CONTACT INFORMATION

Contact Information – Application Development Team

RTE Manager: Email: [email protected]
Carlos Freitas Office Phone:
Mobile Phone:
Project Manager Name: Email: [email protected]
Micaela Almeida Office Phone:
Mobile Phone:
Lead Developer Name: Email: [email protected]
Fernando Sato Office Phone:
Mobile Phone:

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Vendor Contact Name: Email: [email protected]/

Cash Local [email protected]
Office Phone: +55 (11) 4004-4473
Ramal: 2010

Contact Information – Application Ownership

Technical Application Owner: Email: [email protected]
Mayara Flore Maciel Office Phone:
Mobile Phone:
Business Unit: Corporate CBT-LATAM

Contact Information – Interfacing Applications

Interfacing Application Point of Contact: Email:
Office Phone:
Mobile Phone:

5.3 SYSTEM ARCHITECTURE AND DESIGN

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5.4 HARDWARE COMPONENTS

Server Name Server Purpose Server Asset Model # Serial # Server IP DNS Name Virtual Primary
Location Tag # Address Server
ITSUSRAWSP08699 Application server Raritan Windows Server 10.38.203.6 ITSUSRAWSP0 Y Y
2016 8699.jnj.com

5.5 SOFTWARE COMPONENTS

Software Name Server Name Server Serial # License Key Version Term Vendor
AFT – ITSUSRAWSP0869 1.3.0.24 Santander
Automated File 9
Transfer
Java 8 Update ITSUSRAWSP0869 8.0.2710.9 Oracle
271 9

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5.6 OPERATING SYSTEM

Operating System Version

Windows Server 2016

5.7 NETWORK INFORMATION

Network Component Description

199.65.1.6 External IP/Fixed port

6. PROCEDURAL, SUPPORT AND ESCALATION INFORMATION

Procedural, support and escalation information provide the information and documentation for normal
operational and emergency tasks as well as the guidelines for escalation in the event an emergency
Run remote Desktop to access the server ITSUSRAWSP08699

Login: la\sa-con-cisa
Password: m8co9s31ff$

To add a new box for Santander, create it on the 4 listed folders:

C:\Santander\AFTData\ERRORBOX
C:\Santander\AFTData\INBOX
C:\Santander\AFTData\OUTBOX

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C:\Santander\AFTData\SENTBOX

To add in the application, you have to add it on the .xml file.

C:\Program Files (x86)\Santander ASL Automated File Transfer\AFTClient_Config.xml
Insert the new box on the two folders

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The bank files are stored on folder C:\Santander\AFTData

The files to be transfer are on “OUTBOX” folder, and we have folders named for each company.

To trigger the CISA application to start the transfer it is configured on “Windows Task
Scheduler”. It is a .bat file.

incident occurs.

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After the start the application, it will generate a log file on “C:\Program Files (x86)\Santander
ASL Automated File Transfer” named aftservice.log that have details if the connection was
established and sent the files to Santander Bank.
These file is the first step to troubleshoot and the pre req information that vendor ask to
provide them.

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After the execution the files from “C:\Santander\AFTData\OUTBOX” are moved to “C:\
Santander\AFTData\SENTBOX” and Santander will copy confirmation files to “C:\Santander\
AFTData\INBOX”

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There is a service activated on services.msc, if the log file give information about mutiple
connection and fail. Restart the service.

If the error persist, stop the process, kill the process using task manager.

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If the both previous tentative fails, use command line as administrator to end the PID

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After get the PID execute on cmd as admnistrator the command:

taskkill /F /PID 3288
In these cases, it uses the number 3288, every time it will change the PID number

Information if Santander need to know what the company with issue is

JOHNSON ACCOUNTS OR “CONVÊNIO” NUMBERS

AG: 3689
CC: 290.011.564
CONVENIO FINAL: 15670

AG:3689
CC: 290.009.295
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CONVÊNIO: 0033-3689-0049-0001-3880

AG: 3689
CC: 290.019.713
CONVÊNIO: 0333-3689-0049-0139-4152

AG: 3689
CC: 290.011.571
CONVÊNIO: 0333-3689-0049-0139-4527

6.1 SUPPORT GROUP NAME

Support Group Name Support Level

L1 ERP RR IBM
L2 ERP RR IBM
L3 ERP SPEC IBM

6.2 ESCALATION INFORMATION

Escalation Point of Contact Cell # Email Address

Primary Contact
Secondary Contact
Tertiary Contact

6.3 IMPACTED USER COMMUNITY

User Group Business Unit Point of Phone # Email Address

Name Contact

6.4 COMMUNICATION & RESOLUTION PROTOCOL

User Group Contact Phone # Email Address Resolution Protocol

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Name Method
 Phone
 Email
 Phone
 Email
 Phone
 Email
 Phone
 Email

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6.5 OPERATIONAL PROCEDURES

Operational Task Frequency Description Script (if applicable) Mandatory?

Jobs that need to run daily to  Daily  Optional
ensure the application runs in  Weekly  Required
production environment as  Monthly
anticipated (i.e.; start-up, shut  Quarterly
down, back-up, procedures).  As Needed

Routine Task Frequency Description Script (if applicable) Mandatory?

Routine tasks that are needed  Daily Include website information  Optional
to maintain the environment,  Weekly if patches are required from  Required
platform and application (i.e.  Monthly a Vendor.
OS patches).  Quarterly
 As Needed

Monitoring Task Frequency Description Script (if applicable) Mandatory?

Jobs that are needed to  Daily  Optional
monitor the application (i.e.;  Weekly  Required
space allocation).  Monthly
 Quarterly
 As Needed

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6.6 STARTUP/ SHUTDOWN PROCEDURES

Startup / Shutdown Procedure Steps

Startup Iris Request
Shutdown Iris Request

6.7 TROUBLESHOOTING

Emergency Task Description Script (if applicable)

Jobs that are needed to Iris Inc
address a typical emergency
(i.e.; recovery or roll-back
procedures, network outage,
database outage, platform
outage, hardware failure,
interface failure, application
restart).

7. RELEASE SCHEDULE AND MAINTENANCE WINDOWS

8. REVISION HISTORY

Version Date Author Change Descriptions

1.0 11/11/2020 Fernando Sato Initial Version

1.1 03/30/2021 Fernando Sato Task Kill using command Line

1.2 03/31/2021 Fernando Sato Add new caixapostal to application send to Bank

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