Category: Delivery and operation

Subcategory: Technology management

Infrastructure operations - ITOP

Provisioning, deploying, configuring, operating and optimising technology infrastructure across physical, virtual and cloud-based environments.

Levels:

Level 1:
Description: Supports routine infrastructure tasks and basic troubleshooting under close supervision. Monitors infrastructure health and reports on component status to support operational continuity.

Level 2:
Description: Executes operational procedures, runs automation scripts and performs routine maintenance, installation and monitoring of infrastructure components. Adjusts automation tasks as instructed to meet operational standards. Reports on infrastructure performance and security events, addressing issues directly when possible or escalating them to others for resolution.

Level 3:
Description: Provisions, deploys and configures infrastructure services and components. Monitors infrastructure for load, performance and security events. Reports metrics and resolves operational issues. Executes standard operational procedures, including backups and restorations. Carries out agreed system software maintenance tasks. Automates routine system administration tasks to specifications using standard tools and basic scripting.

Level 4:
Description: Applies technical expertise to maintain and optimise technology infrastructure, executing updates and employing automation tools. Configures tools and/or creates scripts to automate infrastructure tasks. Maintains operational procedures and checks that they are followed, including adherence to security policies. Uses infrastructure management tools to monitor load, performance, and security metrics. Investigates and enables the resolution of operational and security-related issues. Provides reports and proposals for improvement to stakeholders. Contributes to the planning and implementation of infrastructure maintenance and updates. Implements agreed infrastructure changes and maintenance routines.

Level 5:
Description: Provides technical leadership to optimise the performance of the technology infrastructure. Drives the adoption of tools and automated processes for effective operational management and delivery. Oversees the planning, installation, maintenance and acceptance of new and updated infrastructure components and infrastructure-based services. Aligns to service expectations, security requirements and other quality standards. Ensures operational procedures and documentation are current and effective, tracks and addresses operational issues and reports to stakeholders.