Structuring Technical Staff
All staff supporting mission-critical systems within Enterprise Services should be structured in the same manner with two levels of support: junior technicians (second-level support personnel) working very closely with senior technicians (third-level support staff) and reporting into the same management. This allows for:
Second-level or junior- technical personnel to accelerate employee skill development.
Second-level technical personnel to have a clearly-defined career path.
Improved communication between second- and third-level support. They'll be working on implementing projects and production support issues together.
Discussing projects and support issues in the same staff meetings.
Second- and third-level technical ...
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