Technical
Support systems and performs technical processes
Examples:
- Has advanced knowledge and at least one area of expertise across business critical systems
- Defines and updates specific support processes for use by the rest of the team
Proficiency: Working knowledge
Help/feedback
Perform the technical processes for Ops
Examples:
- Viewed as having deep knowledge and expertise in performing technical processes
- Develop processes for others to follow
Proficiency: Working knowledge
Help/feedback
Communication
Handling requests from users
Examples:
- Regularly picks up user requests that are unfamiliar or have no clear process, and does the work needed to help the user (or escalates to the people who can)
Proficiency: Working knowledge
Help/feedback
Incident Management
Examples:
- Recognises and performs the key tasks that need to happen during an incident, comfortable organising reviews and writing reports, and seeks and suggests improvements
Proficiency: Working knowledge
Help/feedback
Documenting new information
Examples:
- clearly laid out, step by step, gets feedback before releasing it
- Clear communication
Proficiency: Working knowledge
Help/feedback
Delivery
Ownership of tasks & prioritisation
Examples:
- Identifies and owns more complicated tasks and processes, is able to take them through to completion, seeking all necessary guidance, without heavy involvement from leadership and is responsible for training the team in them
- Regularly collaborates with technical and business stakeholders
Proficiency: Working knowledge
Help/feedback
Helps other teams onboard new services with Operations
Examples:
- Helps onboard new services and reviews documentation, suggests improvements and works with teams to define better processes and procedures for the team
Proficiency: Working knowledge
Help/feedback
Leadership
Helps the team learn and grow
Examples:
- Regularly goes out of their way to learn new skills and processes, and encourages team to learn and participate in their own knowledge sharing
Proficiency: Working knowledge
Help/feedback
Ownership of personal development
Examples:
- Push their own learning into areas they are not necessarily familiar with, considered within team to be a subject matter expert in one or more areas within their job role
Proficiency: Working knowledge
Help/feedback
Responds to change
Examples:
- Actively promotes and has input into change
- Supports the team in adapting to changes as they happen
Proficiency: Working knowledge
Help/feedback
Improves and promotes team visibility between departments
Examples:
- Promoting Operations at internal tech events
Proficiency: Working knowledge
Help/feedback
Team values
Examples:
- Helps encourage team to follow team values, uses their standing in the team to make a positive difference
Proficiency: Working knowledge
Help/feedback