IT Service & Incident Management on AWS

CloudOps 360

Intelligent IT Operations. Secure by Design.

Report incidents, route them to the right technician, track every SLA and keep a complete audit trail — with role-based access enforced on the server, attachments on shared Amazon EFS storage and data in Amazon RDS for MySQL.

Amazon EC2 · Nginx · Gunicorn

Amazon RDS for MySQL

Amazon EFS

Incident lifecycle

Open
Employee reports the incident with screenshots or logs.
Assigned
A technician claims it, or an administrator assigns it.
In Progress
Troubleshooting with public replies and private internal notes.
Resolved
Resolution summary recorded; SLA attainment measured.
Closed
Reporter confirms — or reopens if the issue returns.

Role-based access

Employees see only their own tickets; technicians see their assignments and the open queue; administrators manage everything. Every check runs on the server.

SLA engine

Configurable first-response and resolution targets per priority, live countdowns, overdue alerts and compliance reporting.

Secure attachments

Type and content validation, generated file names, size limits, checksums and authorized downloads from shared EFS storage.

Audit & notifications

Sign-ins, denials, assignments, status and role changes are audited; users get in-app notifications for what matters to them.

Three-lab roadmap

Each lab extends the same codebase. See docs/lab_guides.md for the demonstration checklists.

Lab 1

Dynamic website on EC2

Flask app with roles and dashboards
Ticket creation, listing and workflow
MySQL persistence and migrations
Nginx + Gunicorn on Amazon EC2

Lab 2

Amazon RDS + Amazon EFS

Private RDS for MySQL database
EFS mounted on EC2 for attachments
Metadata in RDS, files on EFS
Shared files across instances

Lab 3

Security + integration

IAM instance role, Secrets Manager
HTTPS/TLS and encrypted storage
Private networking, RBAC, audit logs
SLA analytics and denied-access demos