Académique Documents
Professionnel Documents
Culture Documents
Customer Support Viewing everyone you interact with as a customer. Following through on commitments and taking the extra
Demonstrating the ability to make decisions in the best interest of both the consumer, NetOps, and our com
alternatives and information. Recognizes the need for and maintains confidentiality when necessary. View
Communication Has reasonable verbal Has reasonable written Good written and verbal
skills and verbal skills. skills; Ability to work well
with others.
Work Quality & Follows team processes Follows team processes. Improves existing team
Efficiency and reads documents. Documents work. processes. Creates
Digs in and makes Attention to detail. Digs effective documention
progress on work. in and makes progress used by others. Attention
on work. to detail. Digs in and
makes progress on
work. Stays focused
and isn't distracted by
irrelevant things.
Decision Making: Needs direction; Knows Can work independently Self-starting, able to
Creativity, when to ask questions. with minimal direction. work with minimal
Judgment, Takes initiative to tackle Takes initiative to tackle direction from
Initiative & tasks relevant to skill tasks relevant to skill management.
Flexibility level. level. Capable of and Understands need for
responsive to change. lateral thinking; Displays
willingness to adapt to
new ways of doing
business.
Technical Able to scope out small Able to scope out small Able to scope out
Leadership projects; projects; build packages; medium sized projects;
do service deployment; service deployment; Able
to drive simple live
cutovers
Diagnosis & Able to follow basic Able to follow basic Uses causal reasoning
Troubleshooting diagnosis scripts and diagnosis scripts. Has to triage problems.
resolve expected basic understanding of Demonstrated ability to
problems. decomposing problems decompose complex
into smaller problems. problems. Able to
Knows when to pull in engage in lateral
someone to help. investigations.
Operations Understands the need Understands the need Able to clearly articulate
for operations-ready for operations-ready key operational
systems. systems, can articulate principles, able to
the need for automation; identify key items to be
has a "trust nothing" automated; able to
mindset. Detail oriented. estimate what is most
likely to break. Extremely
detail oriented. Always
has a plan B. Able to
perform capacity
planning.
LAN & Networking familiarity with hubs & basic understanding of Understands LAN
Experience (shift switches, routers LAN, UDP/TCP, ports routing protocols;
right 2 for people and services, Intermediate network
not in networking Nets/Subnets/Routing. equipment configuration
group and make Basic network gear skills and WAN circuit
3rd level ceiling) configuration experience management. Able to
examine packet traces to
debug problems.
Security (Levels Understands the need Understands the need Understands security
above 3 for security; knows to for security. Has basic theory. Can install and
applicable to ask for help with respect host security knowledge; configure basic firewalls.
security folks to security. understands the concept Understands VPN
only) of a firewall. Takes a technology and
defensive posture. implementation.
Understanding of
certification,
authentication and
intrusion detection.
Understands basic
intrusion response.
Databases (Shift Can write basic SQL Can write SQL and read Can write complex SQL
right by 2 for non queries; Understands PL/SQL. Can perform and PL/SQL; can
DBA, and cap at basic database concept; basic database perform database
1) able design a basic installation, creation, and installation, creation, and
schema; can perform monitoring knowledge; monitoring knowledge
basic database Understands basic with basic trouble-
monitoring. database concept; shooting skills; Can
Understands basic establish backup
replication. Can perform policies; Can tune
basic database tuning. performance;
Can be responsible for Understands database
basic database backup internals; Understands
and recovery. database networking;
Able to evaluate
replication strategies.
Facilities (shift Understands need for, Can clearly articulate Can clearly articulate
right 2 for people and able to cleanly wire, data center standards. data center standards
who don't work in rack, and mount devices Basic electrical signalling and can develop labeling
a data center, (ethernet length, how and basic layout plans.
Level 2 max for many pairs, etc). Understands signal flows
not facilities team) Familiarity with on all media (and can
datacenter facilities use test sets for those),
infrastructure (Power, Air Understands power
flow, cabling). (phases, ground, etc),
able to deal with vendors
to resolve technical
issues.
Telco (N/A for Basic knowledge of Can test transports and Detailed knowledge of
other Groups) transports types (digital knowledge of carrier transport and
hierarchy) and basic components used. advanced features and
alarms. Can follow test Knowledge of specific understanding how
plans to verify network advance those features are
provisioning is correct. features. Detailed implemented. Able to
understanding of guess what phone
provision and able to company has deployed.
debug provisioning Able to order circuits and
problems. Able to read specific all features. Able
and understand carrier to read and understand
billing. Able to decode carrier billing and
common signally understanding tariff
protocols. structures. Able to read
basic signally trace.
NOC (N/A for Can tell the difference Tracks alerts as they Tracks alerts as they
other groups. between Red, Yellow, arrive in the system and arrive in the system.
Specific for the and Green; Perform are able to take initial Able to correlate events
NOC) basic maintenance actions for remediation; as they pertain to other
functions such as push- Understands concepts activities. Able to
truth, Keyme, etc; Will about marking hosts in remedy situations based
assist with diagnosis of and out of service; can on alert information. Able
issues. Correctly update load balancer to perform complex
decides when to configs; Perform pod upgrades of service
escalate to more senior maintenance and groups, and confirm that
personnel. Understands activations; can perform things are functioning
the documentation basic functionality and correctly when complete.
methods that are used host level testing of the Will own issues with
by the NOC; Able to maintenance that was medium complexity and
understand the material. performed; Able to own will drive them to
and resolve simple resolution.
issues. Correctly
decides when to
escalate to more senior
personnel.
NOTE: The section on technical leadership, as well as many of the soft skills needs to be updated making use of insig
ugh on commitments and taking the extra steps to show the consumer that they are important. Treating all consumers with respect.
both the consumer, NetOps, and our company Expressing professionalism, understanding, fairness, self-control and willingness to share
ains confidentiality when necessary. Viewing the client as your job rather than as an interruption of your job.
Strong verbal & written Very strong verbal & Very strong verbal & Very strong verbal &
skills; Works well with written skills; Works well written skills; Works well written skills; Improve
others; Can distill with others. Can bridge with others and bridges any team they are part
complex issue to a short communication gaps. communication gaps; of; Able to communicate
and simple explination. Understands the need to Able to communicate position even when
Can work with upper develop a listener cross cultures; Can work others have conflicting
management; oriented communication with executives; Able to viewpoints; Works well
strategy; Works with speak publicly; with executives;
upper managers; Accomplished speaker.
Understands quality Leads quality Can drive meta Drives meta processes;
improvement process. improvement process processes. Authors Authors organizational
Creates new processes and motivates others. organizational process. processes. Attention to
and documentation. Authors team processes Attention to detail. detail. Highly effective at
Stays focused on key and documents. Highly Highly effective at completed work on time.
issues and efficient in effective at completed completed work on time. Able to effectively
time use. Produces the work on time. Able to Able to effectively estimate schedules.
desired outcome with a effectively estimate estimate schedules. Is Has a proven track
minimum of effort. Able schedules. Finds ways able to improve record of improving the
to estimate schedules. to improve efficiency of efficiency across company's overall
team. organizations. efficiency.
Able to initiate projects; Able to initiate cross Initiates cross team Initiates cross team
Able to provide direction team projects; Able to projects; Provides out-of- projects; Provides out-of-
to management on provide direction to the-box solutions to the-box solutions to
technical matters. management on difficult problems. Able to difficult problems. Able to
Identifies what needs to technical matters. balance technical and balance technical and
be done and acts before Consistently anticipates business needs. business needs.
being asked to or and drives needed Consistently anticipates Consistently anticipates
required by the situation. changes. and drives needed and drives needed
changes. changes.
Effective team player. Improves any team they Improves any team they Improves any team they
Fosters team by are part of. Actively looks are part of; Actively looks are part of; Proven as a
demonstrating trust, to provide mentorship to provide mentorship transformational coach;
confidence, and and encouragement to and encouragement to Involvement with outside
commitment in others' team members; team members; community. Reaches out
actions and decisions to Involvement with outside Involvement with outside to other teams;
create a supportive work community. Reaches out community. Reaches out Regularly examines
environment. Is able to to other teams; to other teams; company culture looking
detect when things aren't Regularly examines Regularly examines for ways to improve it; Is
working and works to team culture looking for company culture looking able to separate
address problems. ways to improve team for ways to improve it; Is personal agenda from
Introduces new dynamics; able to separate company direction.
members to team personal agenda from
culture. Encourages company direction.
others to value team
culture.
Ability to mentor team Ability to plan and Ability to plan and Proven ability to plan
members; plan and provide technical provide technical and provide technical
provide technical leadership for large leadership for large size leadership for large size
leadership for medium sized projects; Ability to projects across projects across
sized projects. Able to provide mentorship & organizational structures organizational structures
create formal technical leadership to and anticipate needs; and anticipate needs;
requirements for a staff; Participates with Ability to provide Ability to provide
project. Able to own live the external technical mentorship & technical mentorship & technical
cutovers. community. Skilled at leadership to technical leadership to technical
formalizing requirements staff; Provides staff; Provides
for projects. leadership to technical leadership to technical
community (published, community (published,
active committee active committee
member, etc.) member, etc.)
Uses causal reasoning Uses causal reasoning Able to diagnose any Able to diagnose any
to triage problems. to triage problems. technical problem in a problem, even when it
Skilled at decomposing Skilled at decomposing timely fashion. Can crosses company
complex problems. complex problems. write a good client facing boundries.
Skilled at lateral Skilled at lateral RCA (Root Cause
investigations. Skilled at investigations. Able to Analysis).
weighting options and rapidly correlate
can reason from first problems against
principles. experience. Can write
good post mortem.
program in an fluent in Perl, C or other project level coding project level coding
administrative language; systems language; experience; know 3+ experience; know 3+
Can write simple C known system API and languages; able to languages; able to
programs. Able to scope can write networking decompose complex decompose complex
small size software code; able to design a systems and identify key systems and identify key
projects. good API APIs. APIs. Theory
background.
Expert user and admin Expert user and admin
skills primary OS; Strong skills primary OS; Strong
user and admin skills user and admin skills
with second OS and/or with second OS and/or
specialty systems; specialty systems;
Strong understanding of Expert understanding of
primary OS kernel. primary OS kernel; OS
theory background.
Deep WAN and LAN Deep WAN and LAN Understands complex
routing protocols protocols experience; site design. Experience
experience; Any to work Any to work to resolve dealing with Internet
to resolve problems from problems to application scale topology. Deep
hardware to application layer. Experience appreciate of trade-off
layer. Understands designing networks for for service availible.
Networking Theory. HA services. Network Understands QoS.
theory.
eeds to be updated making use of insights from action research, orginizational learning, and leadership fields
pany and Community
N-8
Fellow/VP
N-8
Has created completely
new or novel solutions to
exceptionally difficult
problems though
effective re-framing
changing what
constrains are applied
MS or equivalent
ership fields
RESOURCES FOR OPERATIONS CA
Help to move to the nex
LEVEL N-1 N-2
Work Ethic Seven Habits of Highly Effective People - Covey. Getting Things Done - David Allen
Operations
Programming Ability The Perl Manual
O/S Knowledge & Diversity The UNIX Programming System Administration - Evi
Environment - Pike. Nemeth. Attend LISA
Tutorials at LISA Technical Sessions
Facilities
What is Lean Six Sigma - The Goal - Goldratt. Six Software Cost - Bourne.
George, Rowlands, Kastle Sigma - Barrows The Fifth Dimension
N-6 N-7