Beyond Tickets: The Strategic Role of IT and the Support Team at ALMA

A closer look at the observatory’s technology infrastructure and the coordinated teamwork that ensures 24/7 operational continuity.

When thinking of the Information Technology (IT) Department, it is common to imagine computers, software tools, or resolving helpdesk tickets. However, at a cutting-edge observatory like ALMA, technology is a critical component for sustaining daily operations, securing critical infrastructure, and supporting the needs of staff.

Maintaining this seamless workflow between Santiago, the Operations Support Facility (OSF), and the Array Operations Site (AOS) requires precise coordination, continuous monitoring, and ongoing updates to digital infrastructure. Cristóbal Achermann, IT Manager, emphasized the department’s structural importance to the security of all observatory processes: “IT enables scientists, engineers, operators, and administrative staff to perform their work efficiently and securely.”

A Strategic Partner for Astronomy

The IT Department is structured into several complementary areas that combine technical expertise with an operational vision:

• IT Support: Operating on shift rotations across Santiago (SCO) and the OSF, this team is the closest to staff and daily operations. In addition to managing the helpdesk, they administer Windows platforms, oversee datacenter infrastructure, manage corporate devices, and participate in cybersecurity tasks and on-call support.
• IT Specialists: Providing expertise in networking, Linux systems, virtualization, and storage, they collaborate closely with IT Support to resolve complex incidents and implement new technologies.
• Cybersecurity: Leading institutional defense against digital threats, working across all observatory teams to strengthen threat prevention and response.
• Processes and Information Systems: Focused on optimizing internal processes, data management, and driving the adoption of tools that improve efficiency and decision-making.

“Our mission goes far beyond answering tickets. IT is the first line of response for incidents that could impact observing continuity. I like to summarize our role in a simple phrase: IT doesn’t just solve problems; it ensures that science doesn’t stop,” Cristóbal highlighted.

Commitment to Service and New Leadership

The department’s goal is to foster close, empathetic engagement with users. As part of this evolution, leadership welcomed Benjamín Olate as the new IT Support Lead, an addition aimed at consolidating operational coordination and driving continuous process improvement.

“I am delighted to join ALMA to contribute my knowledge and experience. Being part of this project and knowing that our daily work directly supports scientific discovery is deeply rewarding. My main focus will be on empowering the support team to deliver accessible, agile, and proactive service to the entire observatory community,” Benjamín noted.

For his part, Cristóbal emphasized the team’s daily efforts and their impact on observatory operations: “Benjamín’s appointment as IT Support Lead represents a major milestone in strengthening and evolving our organization. His role will help consolidate operational coordination, drive process improvements, and foster the professional development of our support team.”

Behind the Scenes

One of the department’s primary challenges is managing technological infrastructure across a geographically distributed environment encompassing Santiago, the OSF, and the AOS, while maintaining active 24/7 service.

To meet this challenge, Cristóbal Achermann explained the strategic priorities guiding IT’s work to ensure the stability of observatory operations: “Today, we manage virtualized environments, distributed systems, cloud tools, and increasingly stringent security requirements. Additionally, we must deploy patches and upgrade systems to combat obsolescence, which sometimes requires scheduled downtime. Our primary challenge is to continually balance three core objectives: operational availability, cybersecurity, and technological evolution.”

Much of IT’s work takes place behind the scenes without disrupting the daily activities of staff and users. The IT Department has undertaken key initiatives to actively enhance services and systems, including:

• Centralized Administration & Security: Implementation of centralized management systems for corporate devices and deployment of Microsoft 365 backup solutions.
• Infrastructure & Networking: Datacenter modernization, wireless network upgrades, and enhanced inter-site connectivity.
• Advanced Cybersecurity: Strengthening institutional capabilities through specialized monitoring and response services.

“Looking ahead, our focus remains centered on three fundamental pillars: operational excellence, cybersecurity, and continuous improvement. We want to continue automating tasks, strengthening our monitoring and response capabilities, standardizing processes, and ensuring our IT infrastructure can sustain the future requirements of the observatory while meeting strict service-level agreements,” Cristóbal concluded.