Junior to Mid

Support systems and performs technical processes, e.g.

• Supports the FT's systems consistently and follows processes without help or guidance
• Has a good understanding of business critical systems

Perform the technical processes for operations, e.g.

• Performs technical processes consistently without help or guidance

Problem solving, troubleshooting, and escalation, e.g.

• Can troubleshoot and resolve routine issues consistently without help and guidance

Technical skill sets, how we operate systems, e.g.

• Familiar with usage of e.g., Heroku, Splunk, Grafana, Heimdall; Also, comfortable with command line tools and how they fit in with the troubleshooting process
• Aware of existence of e.g., browser developers tools

Handling request from users, e.g.

• Consistently follows predefined processes to handle common user requests
• Can generally solve most requests without assistance, but still requests help when required

Incident Management, e.g.

• Recognises and performs the key tasks that need to happen during an incident, and manages the incident to completion

Documenting Information, e.g.

• Creates short guides for common tasks when requested
• Explains processes in a clear and understandable way
• Sends docs for review and incorporates team feedback

Communication, e.g.

• Updates status page and able to send ITSM with clear business-friendly information
• Comfortable running internal team meetings

Ownership of tasks & prioritisation, e.g.

• Takes tasks through to completion, speaking to other teams or doing work or getting assistance where needed
• Owns onboarding of junior members for standard team tasks
• Occasionally collaborates with other technical teams across the business

Helps other teams onboard new services with Ops, e.g.

• Helps onboard new services and reviews documentation, suggests improvements

Helps the team learn and grow, e.g.

• Starting to share knowledge and learnings with team by running sessions on specific topics

Ownership of personal development, e.g.

• Beginning to build a depth of knowledge in at least one specific area within job role
• Comfortable in indientify new things they want to learn, and getting support to do so

Ownership of personal development, e.g.

• Beginning to build a depth of knowledge in at least one specific area within job role,
• Comfortable in indientify new things they want to learn, and getting support to do so

Responds to change, e.g.

• Learns new ways of working as technology and the business change over time
• Someone who is comfortable adapting and updating existing processes

Improves and promotes team visibility between departments, e.g.

• Collaborates with other P&T teams professionally

Improves and promotes team visibility between departments, e.g.

• Collaborates with other P&T teams professionally

Team values, e.g.

• Helps encourage team to follow team values, uses their standing in the team to make a positive difference

Improves the team's processes (aka Service improvement), e.g.

• Picks up and suggests large scale initiatives and service improvement tasks for the team

Deputising for manager (think of a better phrase for this), e.g.

• Takes ownership of delegated leadership tasks without being requested