model curriculum - national skill development corporation · 2019-06-10 · 02:00 practical...

Site Reliability Analyst

Model Curriculum


SECTOR: SUB-SECTOR: OCCUPATION:

REF ID: NSQF LEVEL:

IT-ITeS FUTURE SKILLS CLOUD COMPUTING SSC/Q8307, V1.0 6


Complying to the National occupation standards of

Job Role / Qualification Pack: ‘Site Reliability Analyst’ QP No. ‘SSC/Q8307 NSQF Level 6’

May 29th 2019

May 29th 2020


TABLE OF CONTENTS

1. Curriculum 01

2. Trainer Prerequisites 12

3. Assessment Criteria 13

Site Reliability Analyst 1


CURRICULUM / SYLLABUS

This program is aimed at training candidates for the job of a “Site Reliability Analyst”, in the “IT- ITeS” Sector/Industry and aims at building the following key competencies amongst the learner

Program Name Site Reliability Analyst

Qualification Pack Name and Reference ID.

SSC/Q8307, V1.0

Version No. 1.0 Version Update Date 29/05/2019

Pre-requisites to Training

Bachelor’s Degree in Engineering / Technology / Statistics /

Mathematics / Computer Science/ Physical Sciences

Training Outcomes After completing this programme, participants will be able to:

• Explain different types of cloud deployment and service models

• Assess global standards and regulations for aspects of data administration and governance such as storage, security, privacy and monitoring

• Use development tools, frameworks, platforms, libraries and packages to test hardware and software systems

• Ensure reliability and high availability of cloud services by automating and monitoring system management.

• Automate standard operating procedures related to incident management and create and operational runbook for the same.

• Ensure optimal performance levels of critical customer facing services by monitoring and diagnosing critical events related to system performance

• Develop knowledge, skills and competence in Cloud computing technologies

• Build alliances and maintain healthy relationships at the workplace

• Leverage different skills to build and maintain client satisfaction

• Develop strong work ethics and honor the organization’s code of conduct


This course encompasses 6 out of 6 National Occupational Standards (NOS) of “Site Reliability

Analyst” Qualification Pack issued by “IT-ITeS Sector Skills Council”.

Sr. No.

Module Key Learning Outcomes Equipment Required

1 IT-ITeS/BPM Industry – An Introduction Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code Bridge Module

• Explain the relevance of the

IT-ITeS sector

• State the various sub-

sectors in the IT-ITeS sector

• Detail the nature of work

performed across the sub-

sectors

• List organizations in the

sector

• Discuss the evolution of the

sub sectors and the way

forward

• Explain the disruptions

happening across the IT-

ITeS sector

• Whiteboard and Markers

• LCD Projector and Laptop for

presentations

• Lab equipped with the following:

• PCs/Laptops

• Chart paper and sketch pens

• Internet with Wi-Fi (Min 2

Mbps Dedicated)

2 Future Skills – An Introduction Theory Duration (hh:mm) 01:00 Practical Duration (hh:mm) 01:00 Corresponding NOS Code Bridge Module

• Discuss the general

overview of the Future Skills

sub-sector

• Describe the profile of the

Future Skills sub-sector

• Explain the various

occupations under this sub-

sector

• List key trends across the

occupations in this sub-

sector

• List various roles in the

Future Skills sub-sector



presentations


• PCs/Laptops



Mbps Dedicated)

3 Cloud computing – An Introduction Theory Duration (hh:mm) 01:00 Practical Duration (hh:mm) 01:00 Corresponding NOS Code Bridge Module

• Define the term “Cloud

computing”

• Provide an overview on the

history of Cloud computing

• Discuss the evolving

information technology

landscape and the

importance and relevance

of Cloud technologies

• State the key business

drivers for adoption of

Cloud technologies

• Explain the different types

of cloud service models



presentations

• Provision for word processor and

presentation software


• PCs/Laptops


Mbps Dedicated)


(such as SaaS, PaaS, IaaS

etc.)


of cloud deployment

models (such as private

cloud, public cloud, hybrid

cloud, multi-cloud etc.)

• List prospective Cloud

technology use cases and

applications within your

area of expertise

4 Global Standards and Regulations Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 03:00 Corresponding NOS Code Bridge Module

• Identify general principles

and basic concepts of data

management standards

across the globe

• Identify the key actors

under the regulations and

understand their roles

• Evaluate the rights of data

owners

• Evaluate various

enforcement and

compliance mechanisms

• Demonstrate actions in

accordance with

enforcement and

compliance obligations



presentations




• PCs/Laptops


Mbps Dedicated)

5 Development Tools and Usage Theory Duration (hh:mm) 02:00 Practical Duration (hh:mm) 02:00 Corresponding NOS Code Bridge Module

• Develop good

programming style and

documentation habit

• Use scripting languages to

automate tasks and write

simple programs

• Use appropriate tools for

building, debugging,

testing, tuning, and

maintaining programs

• Configure operating system

components

• Identify software

development needs and

changes

• Use various cloud

computing platforms and

services



presentations




• PCs/Laptops


Mbps Dedicated)


• Apply principles of code

and design quality

6 Site-reliability engineering Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 30:00 Corresponding NOS Code SSC/N8330

• Discuss the concept of high

availability in Cloud

computing

• Discuss how to monitor the

performance of cloud

service and platforms

• Explain how to identify

KPIs (Key Performance

Indicators) to monitor the

health and performance of

the systems using cloud

monitoring tools

• Create a system monitoring

plan

• Discuss how to automate

cloud management

activities using scripts and

cloud management tools

• Define threshold

parameters for deployed

systems, safeguards and

corresponding actions to

be undertaken when the

desired threshold

parameters are reached for

the systems deployed

• Explain how to analyze and

comprehend system log

data to understand system

performance and usage

• Explain what is a change

management process

• Explain how to ensure

round the clock reliability

and availability of cloud

services

• Describe how to install

software, hardware and

network updates and

patches

• Discuss what is incident

management and what are

the best practices for

incident management



presentations




• PCs/Laptops



Mbps Dedicated)


• Explain what is Mean Time

to Recover (MTTR) and

Mean Time to Failure

(MTTF) and how are they

measured

• Discuss how to document

incidents related to system

failure or disruption and

create an incidence

response report

• Explain what is an

operational runbook and

how to create standard

operating procedures

• Discuss best practices to

backup and restore data

and systems deployed on

cloud

• Explain corrective and

preventive measure to be

undertaken in case of

system failure

7

Customer and support services Theory Duration (hh:mm) 12:00 Practical Duration (hh:mm) 30:00 Corresponding NOS Code SSC/N8331

• Discuss how to monitor

system performance

• Analyze and detect

unauthorized access to

systems from log data


of controls frequently

deployed to capture

unauthorized attempts to

access systems deployed

on cloud

• List popular tools available

to monitor and regulate

user access

• Explain how to create and

manage user

authentications

• Discuss best practices to

flag and manage events

related to system disruption

or failure

• Explain how to categorize

flagged events into relevant

buckets



presentations




• PCs/Laptops



Mbps Dedicated)


• List popular incident

management tools

available to manage the

ticketing of flagged events

• Explain how to perform root

cause analysis to identify

reasons for the flagged

events

• Explain how to a create an

incidence response report

• Discuss what is an

operational runbook

• Explain how to provide

technical support based on

the guidelines present in

the operational runbook

8

Develop Knowledge, Skills and Competence Theory Duration (hh:mm) 06:00 Practical Duration (hh:mm) 19:00 Corresponding NOS Code SSC/N9005

• Recognize the importance

of self-development

• Identify knowledge and

skills required for the job

• Identify avenues for self-

development

• Create plans for self-

development

• Develop a customer centric

attitude

• Collaborate with team to

work effectively



presentations

• Provision to write emails and send

in the lab

• Lab with provision for internet,

email, word processor and


• Chart paper, markers, picture

magazines and old newspapers

9 Build and Maintain Relationships at the Workplace Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding

NOS Code SSC/N9006

• Recognize the importance

of open and effective

communication

• Discuss methods that build

rapport such as

remembering names, being

empathetic, mirroring, etc.

• Meet colleagues/clients and

build new professional

relationships with them

• Discuss the importance of

active listening

• Apply different approaches

for conflict management



presentations


in the lab







• Apply different approaches

to recognize and motivate

others

• Show appreciation to

colleagues and swiftly

address their concerns

• Discuss methods for

becoming a supportive

team player

• Discuss methods to

maintain relationships with

colleagues/clients

10 Client Satisfaction Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding NOS Code SSC/N9007

• Define the needs and

perspectives of the client

• Discuss how to manage

client expectations

• Ensure timely delivery of

client requirements

• Provide continuous updates

on project/activity status

and changes in timelines

• Build rapport and

collaborate with the client



presentations


in the lab






11 Workplace Ethics Theory Duration (hh:mm) 10:00 Practical Duration (hh:mm) 15:00 Corresponding NOS Code SSC/N9013

• Discuss the importance of

organizational codes of

conduct

• Evaluate organizational

guidelines pertaining to

dressing, hygiene,

cleanliness, data,

Intellectual Property, use of

company resources, etc.

• Discuss employee rights

and obligations with respect

to harassment, privacy and

technology policies

• Discuss the meaning of

work ethics and

professionalism

• Discuss the significance

and impact of maintaining

work ethics

• Apply concepts of moral

decision making at the

workplace



presentations


in the lab







• Discuss how to handle

unethical conduct at the

workplace

• Discuss whistleblowing

policies relevant to the

workplace

Total Duration:

208:00

Theory Duration

74:00 Practical Duration

134:00

Unique Equipment Required


• LCD Projector and Laptop for presentations

• Lab equipped with the following: -

• PCs/Laptops

• Internet with Wi-Fi (Min 2 Mbps Dedicated)

• Provision to write emails and send in the lab

• Chart paper, markers, picture magazines and old newspapers

Popular Software Tools

(At least one of the tools listed below is required)

Integrated development environment: Eclipse, Microsoft Studio,

NetBeans, Atom etc.

Cloud monitoring tools: Amazon Cloudwatch, Microsoft cloud

monitoring, AppDynamics, Retrace etc.

Configuration management tools: Terraform, Puppet, Chef, Ansible,

CFEngine, JUJU, Bamboo

CI/CD tools: Jenkins, CircleCI, GtiLab etc.

Workflow management tools: Evernote, Jira, VersionOne, Workzone,

Scrum Mate etc.

Grand Total Course Duration: 208 Hours, 0 Minutes

(This syllabus/ curriculum has been approved by SSC: IT- ITeS Sector Skills Council NASSCOM)


Trainer Prerequisites for Job role: “Site Reliability Analyst” mapped to Qualification Pack: “SSC/Q8307, V1.0”

Sr. No. Area Details

1 Description To deliver accredited training service, mapping to the curriculum detailed above, in accordance with the Qualification Pack SSC/Q8307, V1.0

2 Personal Attributes

This job may require the individual to work independently and take decisions for his/her own area of work. The individual should have a high level of analytical thinking ability, passion for Cloud computing technologies, and attention for detail, should be ethical, compliance and result oriented, should also be able to demonstrate interpersonal skills, along with willingness to undertake desk-based job with long working hours.

3 Minimum Educational Qualifications

Graduate in any discipline preferably Science/Computer Science/Electronics and Engineering /Information Technology

4a Domain Certification

Certified for Job Role: “Site Reliability Analyst” mapped to QP: “SSC/Q8307, V1.0”. Minimum accepted score is 80%

4b Platform Certification

Recommended that the trainer is certified for the Job role “Trainer” mapped to the Qualification Pack “MEP/Q2601”. Minimum accepted score is 80% aggregate

5 Experience 5+ years of work experience/internship in Site Reliability Analyst or related roles


Criteria For Assessment Of Trainees

Job Role Site Reliability Analyst

Qualification Pack SSC/Q8307, V1.0

Sector Skill Council IT-ITeS

Guidelines for Assessment

1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of marks for Theory and Skills Practical for each PC.

2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.

3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option NOS/set of NOS.

4. Individual assessment agencies will create unique question papers for theory part for each candidate at each examination/training center (as per assessment criteria below).

5. Individual assessment agencies will create unique evaluations for skill practical for every student at each examination/training center based on this criterion.

6. To pass a QP, a trainee should score an average of 70% across generic NOS’ and a minimum of 70% for each technical NOS

7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.


Compulsory NOS

Total Marks: 800 Marks Allocation

Assessment

outcomes

Assessment Criteria for

outcomes Total Marks Out Of Theory

Skills

Practical

1. SSC/N8330

Ensure optimal

system

performance

and automate

support

operations for

reliable and

highly available

cloud services

PC1. ensure high

availability and

performance of cloud

services and platforms

100

6 2 4

PC2. automate

provisioning and

maintenance of cloud

systems and sub-systems

10 3 7

PC3. participate in the

change management

process and ensure round

the clock service reliability

8 3 5

PC4. create a monitoring

plan to monitor the health

of the system

10 3 7

PC5. identify metrics and

KPIs to monitor the health

and performance of the

deployed systems

10 3 7

PC6. set safeguards to

automatically trigger

alerts and resolve

incidents in case the

thresholds are reached

10 3 7

PC7. maintain systems

log data to analyze

systems performance and

usage

6 2 4

PC8. ensure timely and

effective delivery of

software, hardware and

network upgrades and

patches

8 3 5

PC9. create and maintain

operational runbooks

6 2 4

PC10. automate standard

operating procedures

mentioned in the

operational runbooks

10 3 7


Compulsory NOS


Assessment

outcomes



Skills

Practical

PC11. undertake disaster

recovery measure in case

of systems failure

6 2 4

PC12. suggest corrective

and preventative

measures to mitigate

future incidents

10 3 7

Total 100 32 68

2. SSC/N8331

Maintain

customer-

facing, mission-

critical product

and support

services

PC1. monitor

unauthorized attempts to

access storage systems

and other cloud systems

100

17 5 12

PC2. manage controls for

system and user

authentication and fraud

detection

17 5 12

PC3. monitor system

usage and performance

17 5 12

PC4. report abnormal

system performance and

security threats to

relevant stakeholders

13 4 9

PC5. perform root cause

analysis of system and

service failures using

standard operating

procedures

3 1 2

PC6. provide technical

support in case of

systems failure and

outage

17 5 12

PC7. participate in

incident management

process by managing

events and ticketing

related activities

13 4 9

PC8. create an incidence

report to document

3 1 2


Compulsory NOS


Assessment

outcomes



Skills

Practical

incidence response and

resolution

Total 100 30 70

3. SSC/N9005

Develop your

knowledge,

skills and

competence

PC1. obtain advice and

guidance from

appropriate people to

develop your knowledge,

skills and competence

100

10 0 10

PC2. identify accurately

the knowledge and skills

you need for your job role

10 0 10

PC3. identify accurately

your current level of

knowledge, skills and

competence and any

learning and development

needs

20 10 10

PC4. agree with

appropriate people a plan

of learning and

development activities to

address your learning

needs

10 0 10

PC5. undertake learning

and development

activities in line with your

plan

20 10 10

PC6. apply your new

knowledge and skills in

the workplace, under

supervision

10 0 10

PC7. obtain feedback

from appropriate people

on your knowledge and

skills and how effectively

you apply them

10 0 10

PC8. review your

knowledge, skills and

10 0 10


Compulsory NOS


Assessment

outcomes



Skills

Practical

competence regularly and

take appropriate action

Total 100 20 80

4. SSC/N9006

Build and

maintain

relationships at

the workplace

PC1. build rapport with

appropriate people at the

workplace

100

10 3 7

PC2. develop new

professional relationships

10 3 7

PC3. build alliances to

establish mutually

beneficial working

arrangements

10 3 7

PC4. foster an

environment where others

feel respected

10 4 6

PC5. identify and engage

a diverse range of

influential contacts

10 4 6

PC6. obtain guidance

from appropriate people,

where necessary

10 3 7

PC7. attentively listen to

ideas and give

constructive feedback

10 3 7

PC8. promptly resolve

conflicts between team

members

10 2 8

PC9. work with

colleagues to deliver

shared goals

10 2 8

PC10. recognize the

contributions made by

your colleagues

10 3 7

Total 100 30 70

5. SSC/N9007

Build and

PC1. gather the client

context and requirements 100

14 4 10


Compulsory NOS


Assessment

outcomes



Skills

Practical

maintain client

satisfaction

PC2. manage fluctuating

client priorities and

expectations

19 6 13

PC3. respond to requests

in a timely and accurate

manner

19 6 13

PC4. continuously

improve service based on

client feedback

24 7 17

PC5. plan deliverables

based on client needs

24 7 17

Total 100 30 70

6. SSC/N9013

Inculcate strong

work ethic in

line with

organizational

code of conduct

PC1. treat your

colleagues with respect

100

1 0 1

PC2. work in line with

your company's

guidelines and policies

1 0 1

PC3. follow dress code as

defined by the

organization

1 0 1

PC4. do not disclose

company's confidential

data outside the

organization

10 3 7

PC5. be sensitive and

respectful to other

cultures in your

workspace

10 3 7

PC6. refrain from using

your position in the

organization to gain

personal benefits

1 0 1

PC7. utilize company's

resources efficiently

10 3 7

PC8. refrain from getting

into a conflict of interest

scenario

1 0 1


Compulsory NOS


Assessment

outcomes



Skills

Practical

PC9. adopt meritocratic

approaches towards work

and refrain from nepotism

or favouritism

5 1 4

PC10. treat fellow

colleagues equally

10 3 7

PC11 keep your

immediate area clean and

tidy

1 1 0

PC12. utilize your time

efficiently

10 3 7

PC13. take ownership for

the activities assigned to

you

10 3 7

PC14. adapt to changes

in work plans and be

flexible without

compromising on delivery

quality

5 1 4

PC15. assess the broader

picture while performing

the activities assigned to

you

1 1 0

PC16. meet deadlines

without giving up quality

5 1 4

PC17. consistently report

on time to work

5 1 4

PC18. analyze and review

your work on a regular

basis to increase your

performance

1 1 0

PC19. be cooperative

with other employees

10 3 7

PC20. prudently take

risks where required

1 0 1


Compulsory NOS


Assessment

outcomes



Skills

Practical

PC21. have an open

mindset to new ideas

from others

1 0 1

Total 100 28 72

model curriculum - national skill development corporation · 2019-06-10 · 02:00 practical...

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