Five Days to Take Over: What Urgent Mainframe Support Really Looks Like
In this episode of The Vertali Podcast, host Ed Nell is joined by Chris Harvey, Technical Delivery Manager at Vertali, for a candid look at what happens when an organization needs urgent mainframe support and there is very little time to get up to speed.
Drawing on more than 15 years in the mainframe space, Chris walks through the realities of stepping in at short notice, building a runbook from scratch, managing the knowledge transfer gap, and keeping critical systems running while everything else is in flux.
Key Takeaways
“Lights-on mode” is about stability, not inaction.
During a transition, both the outgoing supplier and the incoming one want to avoid making major changes. That period of deliberate calm is not a gap in service—it is the foundation on which a reliable long-term relationship is built.
A runbook is the bible—and building it is day-one work.
Every client gets one. It captures how the environment is structured, what is important to the business, when outages are acceptable, and why certain things are done a certain way. Without it, institutional knowledge walks out the door.
The ideal knowledge transfer period is three months—five days is not enough.
When a client’s previous supplier invoked an exit clause with five days’ notice, Vertali had to gain access, complete onboarding and screening, and begin providing support all at the same time. Knowing which questions to ask under pressure is what made it possible.
A good transition is invisible—and that is exactly the point.
If the organization’s C-suite does not know the changeover happened, it went well. Like a good referee, the best service is the one nobody talks about.
Key Moments
“They often don’t have a good reason to share anything they don’t have to—so you need to know the right questions.”
“A sign of a good referee is that you haven’t talked about them.”
“You pay for the plumber to know where to hit the hammer—responsibility works the same way.”
About The Vertali Podcast
The Vertali Podcast explores the world of cybersecurity and how businesses can protect their most valuable assets. From cutting-edge technologies and the latest cybersecurity trends to practical insights on securing critical infrastructure, each episode brings expert knowledge and real-world experience to help organizations stay ahead of evolving threats and build resilient systems.
About Vertali
Vertali is a leading cyber security company specialising in IBM® mainframe infrastructure. With deep expertise, innovative software, and trusted resources, Vertali supports organisations across the UK and globally, particularly in finance, retail, utilities, and government sectors.
100% focused on mainframe systems, Vertali helps organizations secure and optimize their operations. By combining advanced technology with expert insights, Vertali delivers powerful cybersecurity solutions and consulting services that protect against evolving threats. Driven by a proactive approach, Vertali enables businesses to build resilient systems, safeguard sensitive data, and maintain smooth, uninterrupted operations in the face of cyber risks.
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