Senior 1 to Senior 2

Support systems and performs technical processes, e.g.

• Has a deep knowledge and multiple areas of expertise across business critical systems
• Defines and updates wide-ranging processes that affect multiple teams across P&T

Perform the technical processes for Operations, e.g.

• Viewed as having deep knowledge and expertise in supporting in technical processes, regularly training others in the team
• Will look for new things for the team to learn and will develop, train people as a result

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

• Can work at a deeper level with delivery teams troubleshoot and resolve more complex issues and capture activities for others

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

• Uses their technical skill set to do advanced configuration, monitoring and troubleshooting across a broad range of technologies
• Able to quickly work at a basic level in technologies and systems they are not familiar with

Handling requests from users, e.g.

• Able to understand the context behind customer requests, identify when a request isn't as simple as it looks, or could cause a problem, and investigates the correct solution
• Looking at requests from a higher level business point of view

Incident Management (in a incident lead role), e.g.

• Comfortable running a major incident with widespread business impact, sending senior stakeholder updates and comms, coordinating complex incident reviews across multiple teams, and ensuring that improvements are picked by teams

Documenting new information, e.g.

• Identifies gaps in existing documentation and works to improve them without being requested
• Defines the processes and guidelines in terms of how documentation is used and consumed by the team

Clear communication, e.g.

• Able to write and send business level comms widely, communicate with senior stakeholders
• Comfortable in senior meetings, TLG, TGG

Ownership of tasks & prioritisation, e.g.

• Identifies projects or big changes that aren't requested by a user but still important to the business
• Drives project through to completion, delegating and requesting assistance from technical, business and senior leadership
• Can identify urgent or high priority tasks without clear guidance from the requestor, even when they are not an incident or raised as high priority

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

• Helps onboard new services and reviews documentation, suggests improvements and works with teams to define better processes and procedures for the team. Occasionally redefining how we work (i.e. Usage of Github)

Helps the team learn and grow, e.g.

• Regularly schedules team learning sessions to share knowledge, pairs with team, identifies areas for the team to improve in
• Looks at industry best practices and how to expand team knowledge and processes in line with this

Ownership of personal development, e.g.

• Has a wide breadth and depth of knowledge across the wider business, seeks opportunities to learn and pick up new things for the benefit of team. Will independently learn about new areas both from a technical and business standpoint

Responds to change, e.g.

• Able to see opportunities to improve the team or business
• Takes initiative to makes change happen, and influences team to see benefits of new ways of working

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

• Actively creates opportunities for cross-departmental collaboration and training, including senior stakeholders

Team values, e.g.

• Drives ownership of team values, helping team to refresh and review as necessary in line with wider FT and P&T values

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

• Defines and implements service improvements for the team and the department as a whole

Deputising for manager, e.g.

• Able to lead the team and support them when other leadership are unavailable, comfortable with doing so in a senior stakeholder environment