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Performance Matrix and Descriptions - Coggle Diagram

- - - - Junior
        
        Not expected to create wiki articles on 2nd line workloads. Expected to create articles on Desktop Support and other office related issues. Some documentation expected with reviews required. Makes updates to existing wiki documentation where errors are highlighted and gaps needed to be filled.
      - Mid
        
        Expected to create wiki documentation and write articles to ensure efficiency. Writes well-defined articles with little reviewing required. Clear and well-written documentation expected.
      - Senior
        
        Expected to create wiki documentation and write articles to ensure efficiency and gaps in process are filled. Writes well-defined articles with no reviewing required. Clear and well-written documentation and objective reviews to jnr/mid documentation expected.
    - - Junior
        
        Has to be pointed to the wiki. Reads wiki documentation to assist in resolving issues. Asks questions around wiki documentation and needs guidance.
      - Mid
        
        Not needed to be pointed to wiki documentation. Reads documentation autonomously and can make suggestions and edits. Follows wiki documentation with little guidance.
      - Senior
        
        Not needed to be pointed to wiki documentation. Reads documentation autonomously and makes suggestions and edits. Follows wiki documentation with no guidance. Highlights process gaps in documentation and gaps in missing documentation.
  - - - Junior
        
        Manages tickets, ticket statuses, feedback loops and first response times. Probes teams for updates before ticket SLA breached. Escalates tickets to mids (2nd line) where needed. Provides feedback on tickets in team meetings. Conducts investigations on application, infrastructure and office tickets. Provides enough information on tickets when escalating to mid/snr/dev. Not expected to provide resolution notes on tickets and/or close tickets. Owns first line function within ticketing system.
      - Mid
        
        Manages tickets, ticket statuses, feedback loops and first response times where juniors aren't present. Ensures resolution SLA times are met. Escalates tickets to devs (3rd line) where needed. Provides feedback on tickets in team meetings. Conducts investigations on application, infrastructure and office tickets. Provides enough information on tickets when escalating to mid/snr/dev. Expected to provide resolution notes on tickets and/or close tickets. Creates documentation on tickets logged to ensure future support proactivity. Semi administers ticketing system. Expected to highlight process gaps.
      - Senior
        
        Manages tickets, ticket statuses, feedback loops and first response times where juniors and mids aren't present. Escalates tickets to devs (3rd line) where needed. Ensures resolution SLA times are met. Provides feedback on tickets in team meetings. Conducts investigations on application, infrastructure and office tickets. Provides enough information on tickets when escalating to dev (3rd line). Expected to provide resolution notes on tickets and/or close tickets. Creates documentation on tickets logged to ensure future support proactivity. Expected to resolve any highlighted process gaps in retros and actively refine support processes and documentation around the ticketing system. Fully administers ticketing system. Facilitates customer satisfaction surveys from ticketing system and ease of ticket logging for internal and external stakeholders.
    - - Junior
        
        Acknowledges incidents, facilitates feedback loops and first response times. Escalates incidents to mids/snr/dev/team where needed. Provides feedback on open incidents in team meetings. Follows incident playbooks. Provides enough information on corresponding tickets logged in ticketing system. Not expected to resolve incident alerts.
      - Mid
        
        Ensures resolution times are met on incidents. Acknowledges incidents, facilitates feedback loops and first response times. Escalates incidents to mids/snr/dev/team where needed. Provides feedback on open incidents in team meetings. Follows incident playbooks to ensure support proactivity in investigations. Provides enough information on corresponding tickets logged in ticketing system. Expected to take ownership of incidents (Incident Owners) and ensure customer feedback is provided.
      - Senior
        
        Ensures resolution times are met on incidents. Acknowledges incidents, facilitates feedback loops and first response times. Escalates incidents to mids/snr/dev/team where needed. Provides feedback on open incidents in team meetings. Follows incident playbooks to ensure support proactivity in investigations. Provides enough information on corresponding tickets logged in ticketing system. Expected to take ownership of incidents (Incident Owners) and ensure customer feedback is provided. Creates documentation on the alerting system, refine processes around the Monitoring and Alerting framework. Writes support playbooks on alerts and creates after-the-fact documentation (can delegate to Mids) on incidents with a team review (Incident Management)
    - - Junior
        
        Checks monitoring tools and raises potential issues within the team from the tools available (via tickets, standups, etc). Ensures that monitoring systems are always-on.
      - Mid
        
        Checks monitoring tools and raises potential issues within the team from the tools available (via tickets, standups, etc). Investigates issues and liaises with customers on service level issues. Runs and owns issues detected from monitoring tools. Ensures that monitoring systems are always-on.
      - Senior
        
        Checks monitoring tools and raises potential issues within the team from the tools available (via tickets, standups, etc). Investigates issues and liaises with customers on service level issues. Runs and owns issues detected from monitoring tools. Handles escalations and provides guidance to solving uncertain issues. Ensures that monitoring systems are always-on.
    - - Junior
        
        Able to identify break-fix scenarios and escalate issues where needed within SLA. Asks questions around resolving break-fixes and point out where documentation is needed.
      - Mid
        
        Able to identify break-fix scenarios and escalate issues where needed within SLA. Expected to effectively follow documentation on break-fix scenarios with no guidance from documentation. Expected to write documentation and ensure issues are made vocal to the team. Logs break-fixes with Engineering teams to eliminate recurring problems. Takes Proactive Support approach to resolving reactive break-fixes.
      - Senior
        
        Able to identify break-fix scenarios and escalate issues where needed within SLA. Expected to write documentation and ensure issues are made vocal to the team. Logs break-fixes with Engineering teams to eliminate recurring problems. Runs with issues with Engineering teams to ensure application uptime and overall service and application betterment. Takes ownership of escalated break-fixes and investigations. Takes Proactive Support approach to resolving reactive break-fixes.
    - - Junior
        
        Should understand proactivity, but with guidance and mentorship and will be keen to understand the importance in more detail.
      - Mid
        
        Understands support proactivity and the importance of it. Can anticipate customer issues and raises flags.
      - Senior
        
        Understands support proactivity fully. Takes ownership of proactive support initiatives to provide better customer service delivery.
    - - Junior
        
        Expected to escalate issues and handle escalations within SLA parameters.
      - Mid
        
        Expected to understand escalations and escalation paths and the entire escalation process. Trusted with highlighting gaps in the escalation process and ensuring that escalations are handled within SLA parameters.
      - Senior
        
        Expected to understand escalations and escalation paths and the entire escalation process. Trusted with highlighting gaps in the escalation process and ensuring that escalations are handled within SLA parameters. Mentors juniors and mids to help them understand the importance of escalations within given SLA parameters.
  - - - Junior
        
        Expected to have some understanding of the Change Enablement process. Does CR documentation with peer reviews and submits to customers. Keeps customers updated and feedback loop open. Escalates and asks questions about change before submitting changes.
      - Mid
        
        Expected to have good understanding of the Change Enablement process. Does CR documentation with peer reviews and submits to customers. Keeps customers updated and feedback loop open. Escalates and asks questions about change before submitting changes. Manages changes with some oversight. Ensures change notifications are sent to internal and external stakeholders.
      - Senior
        
        Expected to have solid understanding of the Change Enablement process. Does CR documentation with peer reviews and submits to customers. Keeps customers updated and feedback loop open. Trusted to approve some changes where the TechOps manager is not present. Manages changes with no oversight. Ensures change notifications are sent to internal and external stakeholders. Helps build and refine Change Enablement processes and workflows.
    - - Junior
        
        Assists with the implementation of compliance related tasks at first line level
      - Mid
        
        Assists with the implementation of compliance related tasks at second line level.
      - Senior
        
        Assists with the implementation of compliance related tasks at third line level.
    - - Junior
        
        Follows process with some gaps in between.
      - Mid
        
        Follows processes effectively and ensures process loops are closed with feedback. Sets standard for following process and facilitates processes.
      - Senior
        
        Follows processes effectively and ensures process loops are closed with feedback. Sets standard of following process, facilitates processes and lays down new processes in the operations team for support. Highlights issues in current processes and implements changes in processes for the betterment of the team and its operational ability.
    - - Junior
        
        Plays first line function in Incident Management. Kicks off the Incident Management process and handles escalations and feedback based on guidance from seniors.
      - Mid
        
        Plays second line function in Incident Management. The central knot for communications in the event of an incident. Ensures feedback to customer and internal. Is trusted to escalate incident events but remains the incident owner to assist first line with communications and closing feedback loops. Is trusted to draught Incident Reports with review from teams and submits to customer.
      - Senior
        
        Plays investigative function in Incident Management. The central knot for communications in the event of an incident. Ensures feedback to customer and internal. Is trusted to escalate incident events but remains the incident owner to assist first line with communications and closing feedback loops. Knows how to handle incident and when to escalate and rope in Engineering teams for assistance. Understands setting priority on incidents and follows the incident management process effectively. Is trusted to draught Incident Reports with review from teams and submits to customer. Guides juniors in the IM process if not playing an active role in the IM process.
- - - - Is trusted to interact with customers out of first line support duties to give brief updates on issues as directed and guided by senior team members, but not yet required
    - - Is approachable by customers and trusted to find relevant information for them. Is required to interact with customers and provide updates on issues as directed and guided by senior team members. Trusted to proactively approach customers for updates and feedbackloops.
    - - Customers prefer approaching them and they're trusted to provide relevant information for them. Is required to interact with customers and provide updates on issues without guidance. Trusted to proactively approach customers for updates and feedbackloops. Is the go-to person for customers for assistance from their team. Team (or Electrum) representitive in SDM meetings. Leads customer facing meetings
        Able to put customers at ease. Fosters trust relationship between customer and more junior team members to build them. Medium level customer influence.
  - - - Junior
        
        Not expected to have knowledge sharing sessions, however encouraged.
      - Mid
        
        Expected to have knowledge sharing sessions on various topics, incl mistakes, tech, support etc.
      - Senior
        
        Expected to have knowledge sharing sessions on various topics, incl mistakes, tech, support etc. Expected to highlight gaps in knowledge and assist with facilitating knowledge sharing sessions.
  - - - Not required to provide mentorship to new starters in the team. Collaborates with closest team members (does not work in isolation). Not expected to run retros. Some hesitation towards running standups
    - - Is approachable and invites questions. Proactively checks in with other team members on issues. Is the go-to person for assistance in their team or area of speciality. Is trusted to provide mentorship to new team members. Will sometimes proactively check in with new team members on issues. Is approachable and invites questions. Proactively checks in with other team members on issues. Collaborates with closest team members (does not work in isolation). Contributes positively to the morale of the team. Will easily adapt to working in a new team. Engages with all team members. Removing blockers for other teams.
    - - Is approachable and invites questions. Proactively checks in with other team members on issues and patiently coaches junior team members. Is the go-to person for assistance in their team or area of speciality. Is approachable and invites questions. Proactively checks in with other team members on issues. Is the go-to person for assistance in their team or area of speciality. Is trusted to provide mentorship to new team members. Will proactively check in with new team members on issues. Is approachable and invites questions. Proactively checks in with other team members on issues. Collaborates with closest team members (does not work in isolation). Contributes hugely to the morale of the team and company. Will easily adapt to working in a new team. Engages with all team members and team leads. Provides guidance within the team. Is a facilitator and enabler within the team. Trusted with senior mentorship within team and other departments. Removes blockers for other teams. Inter-dept meetings and retros.
  - - - Expected to be dependable in line with Support administration and SLAs. Not expected to be able to action high severity level incidents, but expected to liaise with customers and be dependable in that arena.
    - - Expected to be dependable in line with Support administration and SLAs. Expected to be able to action high severity level incidents and expected to liaise with customers and be dependable.
    - - Expected to be dependable in line with Support administration and SLAs. Expected to be able to action high severity level incidents and expected to liaise with customers and be dependabl
- - - - Junior
        
        Not expected to write any support documents and how-tos for SQL scripting. Basic understanding of SQL. Expected to escalate scripting to mids and seniors and leans on guidance from the team wrt. SQL.
      - Mid
        
        Expected to write some support documentation and how-tos for SQL scripting. Fair understanding of MySQL and expected to conduct entry-level statements on MySQL for investigative purposes.
      - Senior
        
        Expected to write support documentation and how-tos for SQL scripting. Good understanding of MySQL and expected to conduct more intricate level statements on MySQL for investigative purposes. Mentors juniors.
    - - Junior
        
        Not expected to write any support documents and how-tos for Linux.. Basic understanding of Linux or willingness to learn. Expected to escalate more complex Linux issues to mids and seniors and leans on guidance from the team wrt. Linux..
      - Mid
        
        Expected to write some support documentation and how-tos for Linux. Fair understanding of Linux and expected to conduct entry-level investigations on Linux related issues. Should be able to report back on issues and resolutions.
      - Senior
        
        Expected to write support documentation and how-tos for Linux. Good understanding of Linux and expected to conduct more intricate level investigations on Linux. Able to think in terms of autonomy and making Linux administration easier. Mentors and guides juniors.
    - - Junior
        
        Not expected to do any AWS infrastructure work. Expected to action Cloud Support tickets and ensuring the correct escalation path is followed for Cloud Support tickets logged.
      - Mid
        
        Expected to action Cloud Support tickets on a mid level, and resolve tickets where possible. Expected to know when to escalate infrastructure issues to Seniors. Expected to highlight gaps in documentation and edit wiki documentation where and if needed.
      - Senior
        
        Expected to be able to handle Cloud Infrastructure escalations, be in customer meetings regarding infrastructure troubleshooting and create new wiki documentation on existing or new infrastructure as needed with no review. Expected to better any infrastructure process around AWS and have the ability to specialise in this region.
    - - Junior
        
        Not expected to write support documents and how-tos for any Support tools and third party application usage. Some usage of support applications and tools. Getting hang of it and understanding role expectation towards support tools.
      - Mid
        
        Writes some support documents and how-tos for Support tools and third party application usage with comments and changes. Makes use of support applications and tools for investigations. Asks minimal questions around it. Navigates with some guidance and effort. Understands role expectation and why support tools and applications are important for support. Still some misinterpretations around monitoring. Logging investigative material in the form of tickets taken from information given through on support tools. Can conduct some investigation into issues observed.
      - Senior
        
        Writes support documentation and how-tos for using support tools and third party applications usage with no comments and changes. Makes use of support applications and tools for investigations. Asks little no questions around it. Navigates with no guidance and effort. Recommends changes in flows and processes. Can action customer requests on changes to be made on tools used by customers. Understands role expectation and why support tools and applications are important for support. Able to provide guidance and clarity around the importance to the junior and mid team members. No misinterpretations around monitoring. Logging investigative material in the form of tickets taken from information given through on support tools. Can conduct investigation into issues observed. Able to point junior and mid support guys into the right direction for investigations. Guides and makes processes better for tooling at Support.
  - - - Understands services at a high level. Learning application technicalities with guidance from wiki and senior team mates. Has an overview understanding of ECS and the switch and the components involved. Does application configuration deployments with guidance and reviews.
    - - Understands services at a lower level. Learning application technicalities with minimal guidance from wiki and senior team mates. Has a deeper understanding of ECS and the switch and the components involved. Can do application configuration deployments with no guidance. Expected to write documentation around newly discovered processes or support howto's. Expected to raise flags where needed.
    - - Understands services at a deeper level. Learning application technicalities with no guidance. Has in-depth understanding of ECS and the switch and the components involved. Can do application configuration deployments with no guidance and mentors junior team members. Expected to write documentation around newly discovered processes or support howto's. Expected to raise flags where needed and ensure support process facilitation around Electrum applications.
- - - - Committed to role and able to take ownership of tasks delegated. Pushes back on some tasks and sometimes gives up too easily. Holds onto tasks resulting in breach of SLA if support related.
    - - Committed to role and able to take ownership of tasks delegated. Doesn't push back on tasks and doesn't give up too easily. Understands when to escalate to avoid breach of SLA.
    - - Committed to role and able to take ownership of tasks delegated. Doesn't push back on tasks and doesn't give up too easily. Understands when to escalate to avoid breach of SLA. Assist junior team members in same and helps them understand escalations. Sets example of commitment.
  - - - Attends meetings on time. Still a bit rusty on delivering OPS workloads in time, but able to escalate where needed.
    - - Attends meetings on time. Able to deliver OPS workloads in time and escalates where needed. Some time management efficiency.
    - - Attends meetings on time. Able to deliver OPS workloads in time and escalates where needed. Effective time management. Assist junior team members with making time management more efficient.