Proficiency Level 1
Cites examples of common and recurring incidents.
Describes goals and objectives of the fault/incident management function.
Explains incident notification, roles, responsibilities and authorities for those involved in the Incident Management process.
Reviews the fault/incident management process including triage, protocols and procedures
Proficiency Level 2
Operates an event management system to log and track incidents.
Reports common incidents and existing/planned countermeasures, workarounds or fixes.
Provides detailed descriptions of 1st line resolution procedures and provides examples of incident action plans.
Documents and follows all steps necessary to remedy fault/incident management events.
Participates in resolving difficult faults/incidents with proper notifications and escalation procedures.
Proficiency Level 3
Coaches others on the end-to-end ownership, tracking, and monitoring of faults/incidents.
Provides detailed descriptions of 2nd line resolution procedures and provides associated action plans.
Oversees a variety of complex faults/incidents and their resolution.
Coordinates complex root cause analysis fault/incident meetings.
Implements resolutions and workarounds for new fault/incident lifecycles.
Monitors the effectiveness of fault/incident support processes and recommends improvements.
Proficiency Level 4
Subject Matter Expert
Organizes and manages fault/incident support function activities.
Leads in the selection, implementation, and effective utilization of event fault/incident management systems.
Defines best practices for handling critical faults/incidents and defining recovery strategies.
Leads critical incident resolution; coordinates across functions, mobilizes resources and communicates.
Designs and monitors and educates on the most effective approaches to handling faults/incidents.
Quantifies and communicates impact of faults/incidents on the business.