Fault / Network Incident Management

Fault / Network Incident Management

Proficiency Level 1
Basic Understanding

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
Working Experience

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
Extensive Experience

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.

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