Infrastructure Support
Provide services to end users by systematically identifying, classifying and troubleshooting technical issues and incidents that disrupt and impact their day-to-day business activities, within a specified timeframe. This also includes implementing an end-to-end problem management process to analyse underlying problems, advising on infrastructure related upgrades and improvements and developing user guides and training materials
Type
Domain
Competency Area
Operations and User Support
Levels
Follow a fixed set of procedures to execute basic infrastructure administration and support
Identify technical issues and problems in a timely and accurate manner
Record incidents according to standard protocols and incident management frameworks
Classify incidents and requests according to predetermined categories
Conduct basic troubleshooting for commonly-encountered infrastructure and network-problems
Follow a fixed set of procedures and instructions to execute simple, routine tasks related to infrastructure administration and support
Follow well-defined instructions and procedures from an action plan to carry out basic activities supporting network upgrade
Analyse issues or incidents encountered by users and conduct troubleshooting, and roll out upgrades
Analyse incidents or technical issues that impact infrastructure operations
Conduct troubleshooting for infrastructure and network-problems of low to mid-level complexity
Apply operational procedures from developed user guides to respond to ad-hoc user requests
Resolve technical issues or problems for end users within a defined turnaround time
Execute routine tasks related to the administration, configuration and support of infrastructure, in line with broad guidelines
Apply guidelines and processes from an action plan to carry out tasks and activities outlined in infrastructure upgrade plan
Identify warning indicators or significant declines in system and network performance following the roll out of upgrades or updates
Diagnose, troubleshoot and provide end-to-end management of infrastructure disruptions
Diagnose underlying technical problems or issues causing incidents and disruptions in infrastructure and network operations
Implement problem management procedures to resolve root causes of infrastructure-related incidents
Provide end-to-end management of technical issues and problems encountered by users, within an agreed timeframe
Perform infrastructure configuration and support activities at a higher level of difficulty or complexity
Develop an action plan and timeline for infrastructure upgrade activities
Propose ideas for infrastructure related upgrades and improvements based on current and future user needs
Test infrastructure systems in advance to assess impact of potential upgrades or updates on performance level
Organise information for the development of user guides and training materials for infrastructure administration activities
Develop plans and retain accountability for maximising service quality, speed and availability
Retain accountability for ensuring best possible levels of infrastructure support service quality and availability
Investigate highly complex technical issues or disruptions in infrastructure or network operations
Establish robust problem management process to restore smooth operations of IT infrastructure with minimal resolution time and impact of incidents on business operations
Develop effective and sustainable solutions to address technical problems or issues
Establish processes and manage resources to enable execution of infrastructure administrative and support activities
Evaluate costs and benefits of proposed ideas for infrastructure- related upgrades against current and future business requirements
Formulate a roadmap for infrastructure upgrades and improvements
Develop user guides and training materials for infrastructure administration activities