Generic description:
Ensures service delivery in accordance with established service level agreements (SLA‘s). Takes proactive action to ensure stable and secure applications and ICT infrastructure to avoid potential service disruptions, attending to capacity planning and to information security. Updates operational document library and logs all service incidents. Maintains monitoring and management tools (i.e. scripts, procedures). Maintains IS services. Takes proactive measures.

Competence area: e-CF area C. Run


Proficiency levels:
e-CF level Description Profiles (CWA16458)
1 Acts under guidance to record and track reliability data Service desk agent
2 Systematically analyses performance data and communicates findings to senior experts. Escalates potential service level failures and security risks, recommends actions to improve service reliability. Tracks reliability data against SLA. Technical specialist
3 Programmes the schedule of operational tasks. Manages costs and budget according to the internal procedures and external constraints. Identifies the optimum number of people required to resource the operational management of the IS infrastructure. ICT security specialist, Service manager

Knowledge examples (Knows /aware of/ Familiar with:)

  • K1 how to interpret ICT service delivery requirements
  • K2 best practices and standards in ICT service delivery.
  • K3 how to monitor service delivery
  • K4 how to record service delivery actions and to identify failures
  • K5 the best practices and standards in information security management
  • K6 web, cloud and mobile technologies

Skill examples (Able to:)

  • S1 apply the processes which comprise the organisations ICT service delivery strategy
  • S2 fill in and complete documentation used in ICT service delivery
  • S3 analyse service delivery provision and report outcomes to senior colleagues
  • S4 plan and apply manpower workload / requirements for efficient and cost effective service provision