ops matrix

8/10/2019 Ops Matrix

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SCOPE

LEVEL N-1 N-2 N-3

TITLE Entry/Intern Individual Contributor Senior Individual

Contributor

Work Ethic

Customer

Support

Communication Has reasonable verbal

skills

Has reasonable written

and verbal skills.

Good written and verbal

skills; Ability to work well

with others.

Work Quality &

Efficiency

Follows team processes

and reads documents.

Digs in and makes

progress on work.

Follows team processes.

Documents work.

Attention to detail. Digs

in and makes progress

on work.

Improves existing team

processes. Creates

effective documention

used by others. Attention

to detail. Digs in andmakes progress on

work. Stays focused and

isn't distracted by

irrelevant things.

Decision Making:

Creativity,

Judgment,Initiative &

Flexibility

Needs direction; Knows

when to ask questions.

Takes initiative to tackletasks relevant to skill

level.

Can work independently

with minimal direction.

Takes initiative to tackletasks relevant to skill

level. Capable of and

responsive to change.

Self-starting, able to

work with minimal

direction frommanagement.

Understands need for

lateral thinking; Displays

willingness to adapt to

new ways of doing

business.

Gets things done: Works hard. Takes responsibility for their own actions: does

Viewing everyone you interact with as a customer. Following through on com

Demonstrating the ability to make decisions in the best interest of both the con

alternatives and information. Recognizes the need for and maintains confiden

OPERATIO

Responsible for Self



Teamwork &

Culture

Strives to be a team

player. Does their best

to support the team and

extend trust and

confidence to others.

Strives to be a team

player. Fosters team by

demonstrating trust,

confidence, and

commitment in others'

actions and decisions to

create a supportive workenvironment.

Effective team player.

Fosters team by


confidence, and



create a supportive workenvironment. Is able to

detect when things aren't

working and works to

address problems.

Technical

Leadership

Able to scope out small

projects;

Able to scope out small

projects; build packages;do service deployment;

Able to scope out

medium sized projects;service deployment; Able

to drive simple live

cutovers

TECHNICAL

ABILITY

N-1 N-2 N-3

System Design

and Architecture

n/a Appreciates basic trade-

offs for large scale

administration.

Understands basic

components in service.

Able to create

requirements which

reflect solid large scale

administrative principles.



Diagnosis &

Troubleshooting

Able to follow basic

diagnosis scripts and

resolve expected

problems.

Able to follow basic

diagnosis scripts. Has

basic understanding of

decomposing problems

into smaller problems.

Knows when to pull in

someone to help.

Uses causal reasoning

to triage problems.

Demonstrated ability to

decompose complex

problems. Able to

engage in lateral

investigations.

Operations Understands the need

for operations-ready

systems.

Understands the need

for operations-ready

systems, can articulate

the need for automation;

has a "trust nothing"

mindset. Detail oriented.

Able to clearly articulate

key operational

principles, able to identify

key items to be

automated; able to

estimate what is most

likely to break. Extremelydetail oriented. Always

has a plan B. Able to

perform capacity

planning.

Programming

Ability (Shift right

1 for NOC,

networking, and

facilities; Level 5-

8 applicable to

technical track)

able to understand and

write simple scripts.

able to write scripts;

knowledge of 1-2

scripting languages; can

read C. Understands

code management.

can program in an

administrative language;

Can port & install C

programs and create

packages. Understands

code management.

O/S Knowledge &

Diversity (shift

right 1 for people

not working on

hosts day to day)

Good users skills with

one OS.

Strong user skills in

primary OS; Basic admin

experience Understands

local OS environment

Expert user skills with

one OS; Strong admin

skills with one OS; User

knowledge of second

OS; Basic performance

tuning skills;



LAN &

Networking

Experience (shift

right 2 for people

not in networking

group and make

3rd level ceiling)

familiarity with hubs &

switches, routers

basic understanding of

LAN, UDP/TCP, ports

and services,

Nets/Subnets/Routing.

Basic network gear

configuration experience

Understands LAN

routing protocols;

Intermediate network

equipment configuration

skills and WAN circuit

management. Able to

examine packet traces todebug problems.

Security (Levels

above 3

applicable to

security folks

only)


for security; knows to

ask for help with respect

to security.


for security. Has basic

host security knowledge;

understands the concept

of a firewall. Takes a

defensive posture.

Understands security

theory. Can install and

configure basic firewalls.

Understands VPN

technology and

implementation.

Understanding of

certification,

authentication andintrusion detection.

Understands basic

intrusion response.

Databases (Shift

right by 2 for non

DBA, and cap at

1)

Can write basic SQL

queries; Understands

basic database concept;

able design a basic

schema; can perform

basic database

monitoring.

Can write SQL and read

PL/SQL. Can perform

basic database

installation, creation, and

monitoring knowledge;

Understands basic

database concept;

Understands basic

replication. Can perform

basic database tuning.

Can be responsible for

basic database backup

and recovery.

Can write complex SQL

and PL/SQL; can

perform database

installation, creation, and

monitoring knowledge

with basic trouble-

shooting skills; Can

establish backup

policies; Can tune

performance;

Understands database

internals; Understands

database networking;

Able to evaluate

replication strategies.



Facilities (shift

right 2 for people

who don't work in

a data center,

Level 2 max for

not facilities team)

Understands need for,

and able to cleanly wire,

rack, and mount devices

Can clearly articulate

data center standards.

Basic electrical signalling

(ethernet length, how

many pairs, etc).

Familiarity with

datacenter facilitiesinfrastructure (Power, Air

flow, cabling).

Can clearly articulate

data center standards

and can develop labeling

and basic layout plans.

Understands signal flows

on all media (and can

use test sets for those),Understands power

(phases, ground, etc),

able to deal with vendors

to resolve technical

issues.

Telco (N/A for

other Groups)

Basic knowledge of

transports types (digital

hierarchy) and basic

alarms. Can follow test

plans to verify

provisioning is correct.

Can test transports and

knowledge of

components used.

Knowledge of specific

network advance

features. Detailed

understanding of

provision and able to

debug provisioning

problems. Able to read

and understand carrier

billing. Able to decode

common signally

protocols.

Detailed knowledge of

carrier transport and

advanced features and

understanding how those

features are

implemented. Able to

guess what phone

company has deployed.

Able to order circuits and

specific all features. Able

to read and understand

carrier billing and

understanding tariff

structures. Able to read

basic signally trace.



NOC (N/A for

other groups.

Specific for the

NOC)

Can tell the difference

between Red, Yellow,

and Green; Perform

basic maintenance

functions such as push-

truth, Keyme, etc; Will

assist with diagnosis ofissues. Correctly

decides when to

escalate to more senior

personnel. Understands

the documentation

methods that are used

by the NOC; Able to

understand the material.

Tracks alerts as they

arrive in the system and

are able to take initial

actions for remediation;

Understands concepts

about marking hosts in

and out of service; canupdate load balancer

configs; Perform pod

maintenance and

activations; can perform

basic functionality and

host level testing of the

maintenance that was

performed; Able to own

and resolve simple

issues. Correctly

decides when to

escalate to more seniorpersonnel.

Tracks alerts as they

arrive in the system.

Able to correlate events

as they pertain to other

activities. Able to

remedy situations based

on alert information. Ableto perform complex

upgrades of service

groups, and confirm that

things are functioning

correctly when complete.

Will own issues with

medium complexity and

will drive them to

resolution.

Relevant Work

Experience

0-3 year 2-6 years 4+ years

Degree 2-years or equivalent BA/BS or equivalent BA/BS or equivalent

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NOTE: The section on technical leadership, as well as many of the soft skills needs to be u

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N-4 N-5 N-6 N-7

Staff / Manager Sr Staff / Sr. Manager Architect / Director Senior Architect /

Senior Director

Strong verbal & written

skills; Works well with

others; Can distill

complex issue to a short

and simple explination.Can work with upper

management;

Very strong verbal &

written skills; Works well

with others. Can bridge

communication gaps.

Understands the need todevelop a listener

oriented communication

strategy; Works with

upper managers;


written skills; Works well

with others and bridges

communication gaps;

Able to communicatecross cultures; Can work

with executives; Able to

speak publicly;


written skills; Improve

any team they are part

of; Able to communicate

position even whenothers have conflicting

viewpoints; Works well

with executives;

Accomplished speaker.

Understands quality

improvement process.

Creates new processes

and documentation.

Stays focused on keyissues and efficient in

time use. Produces the

desired outcome with a

minimum of effort. Able

to estimate schedules.

Leads quality

improvement process

and motivates others.

Authors team processes

and documents. Highlyeffective at completed

work on time. Able to

effectively estimate

schedules. Finds ways

to improve efficiency of

team.

Can drive meta

processes. Authors

organizational process.

Attention to detail.

Highly effective atcompleted work on time.

Able to effectively

estimate schedules. Is

able to improve

efficiency across

organizations.

Drives meta processes;

Authors organizational

processes. Attention to

detail. Highly effective at

completed work on time. Able to effectively

estimate schedules.

Has a proven track

record of improving the

company's overall

efficiency.

Able to initiate projects;

Able to provide direction

to management ontechnical matters.

Identifies what needs to

be done and acts before

being asked to or

required by the situation.

Able to initiate cross

team projects; Able to

provide direction tomanagement on

technical matters.

Consistently anticipates

and drives needed

changes.

Initiates cross team

projects; Provides out-of-

the-box solutions todifficult problems. Able to

balance technical and

business needs.


and drives needed

changes.

Initiates cross team

projects; Provides out-of-

the-box solutions todifficult problems. Able to

balance technical and

business needs.


and drives needed

changes.

n't blameshift. When faced with difficulties, looks for solutions. Displays a sense of personal pride for thei

itments and taking the extra steps to show the consumer that they are important. Treating all consumer

sumer, NetOps, and our company Expressing professionalism, understanding, fairness, self-control and

iality when necessary. Viewing the client as your job rather than as an interruption of your job.

S SKILL MATRIX AND LEVELING

Responsible for Team Responsible for Company and Co



Effective team player.

Fosters team by


confidence, and



create a supportive workenvironment. Is able to

detect when things aren't

working and works to

address problems.

Introduces new

members to team

culture. Encourages

others to value team

culture.

Improves any team they

are part of. Actively looks

to provide mentorship

and encouragement to

team members;

Involvement with outside

community. Reaches outto other teams;

Regularly examines

team culture looking for

ways to improve team

dynamics;


are part of; Actively looks

to provide mentorship

and encouragement to

team members;


community. Reaches outto other teams;

Regularly examines

company culture looking

for ways to improve it; Is

able to separate

personal agenda from

company direction.


are part of; Proven as a

transformational coach;


community. Reaches out

to other teams;

Regularly examinescompany culture looking

for ways to improve it; Is

able to separate

personal agenda from

company direction.

Ability to mentor team

members; plan andprovide technical

leadership for medium

sized projects. Able to

create formal

requirements for a

project. Able to own live

cutovers.

Ability to plan and

provide technicalleadership for large sized

projects; Ability to

provide mentorship &

technical leadership to

staff; Participates with

the external technical

community. Skilled at

formalizing requirements

for projects.

Ability to plan and

provide technicalleadership for large size

projects across

organizational structures

and anticipate needs;

Ability to provide

mentorship & technical

leadership to technical

staff; Provides


community (published,

active committee

member, etc.)

Proven ability to plan and

provide technicalleadership for large size

projects across

organizational structures

and anticipate needs;

Ability to provide

mentorship & technical


staff; Provides



active committee

member, etc.)

N-4 N-5 N-6 N-7

Solid understanding of

production services.

Expert in large scale

administration.

Understands basic

techniques and trade-

offs for HA (High

Availability) systems.

Expert in large scale

administration. Able to

design complex services

which have high

availability requirements;

Ability to design complex

systems trading off

technical issues and

other factors. Skilled at

creating requirements

from customer

interviews.

Proven ability to architect

complex systems which

meet customers' needs

even when need isn't

well articulated.




to triage problems.

Skilled at decomposing

complex problems.

Skilled at lateral

investigations. Skilled at

weighting options andcan reason from first

principles.


to triage problems.

Skilled at decomposing

complex problems.

Skilled at lateral

investigations. Able to

rapidly correlateproblems against

experience. Can write

good post mortem.

Able to diagnose any

technical problem in a

timely fashion. Can write

a good client facing RCA

(Root Cause Analysis).

Able to diagnose any

problem, even when it

crosses company

boundries.


key operational


key items to be

automated; able to


likely to break. Extremelydetail oriented. Always

has a plan B.

Experiences at capacity

planning


key operational


key items to be

automated; able to


likely to break. Extremelydetail oriented. Able to

plan for all normal and

abnormal situations.

program in an

administrative language;

Can write simple C

programs. Able to scope

small size software

projects.

fluent in Perl, C or other

systems language;

known system API and

can write networking

code; able to design a

good API

project level coding

experience; know 3+

languages; able to

decompose complex

systems and identify key

APIs.

project level coding

experience; know 3+

languages; able to

decompose complex

systems and identify key

APIs. Theory

background.

Expert user and admin

skills primary OS; Strong

user and admin skills

with second OS and/or

specialty systems;

Strong understanding of

primary OS kernel.

Expert user and admin

skills primary OS; Strong

user and admin skills

with second OS and/or

specialty systems;

Expert understanding of

primary OS kernel; OS

theory background.



Deep WAN and LAN

routing protocols

experience; Any to work

to resolve problems from

hardware to application

layer. Understands

Networking Theory.

Deep WAN and LAN

protocols experience;

Any to work to resolve

problems to application

layer. Experience

designing networks for

HA services. Networktheory.

Understands complex

site design. Experience

dealing with Internet

scale topology. Deep

appreciate of trade-off

for service availible.

Understands QoS.

Strong security design

and theory; Design and

configure complex

firewalls. Can build basic

certification,

authentication and

intrusion detection

systems. Basic

understanding of incidentresponse and forensics

acquisition.


current security

technology, including

firewalls, VPNs, intrusion

detection, certification

and authentication.

Designs site-wide

security infrastructure.

Can lead incidentresponse. Solid

knowledge of forensics

analysis, and legal

implications.


current security




and authentication. Can

lead company wide

security program which

implements industrystandards. Skilled at

balancing technical and

business requirements.


current security




and authentication. Sr

Dir. has led company

wide security program

which implementsindustry standards. Sr

Arch: Has moved the

industry forward.

Extensive experience in

daily database

administration; defines

policies within database;

Skilled at schema

design; Performs

application and database

tuning; Defines data

recovery strategy; Has

good knowledge of the

distributed database;

Can develop database

replication strategies;

Fully understand

database internals and

features; Expert in

schema design; Has

thorough system and

database tuning

knowledge; Can devise

complex strategies to

meet data available and

performance metrics.

Fully understand


features; Expert in

schema design; Can

devise complex

strategies to meet

availability and

performance metrics;

data warehousing and

experience doing

information

management.

Fully understand


features; Expert in

schema design; Can

devise complex

strategies to meet

availability and

performance metrics;

data warehousing and

experience doing

information

management. advanced

information processing

expertise (SLT, etc).



Can create a project

book. Understands

signal flows on all media

(and can use test sets

for those). Can model

basic cooling. Can make

tradeoff for powerdistrubution. Can lay out

physical space designed

for reliability. Can order

and manage all materials

for a build out. Manage

vendors and

subcontractors.

Has built data centers in

the past. Outside plant

experience with OC-X.

Can model and resolve

cooling. Designs for

workflow and reliablity.

Establish specificationsfor subcontractors and

can run geo-diverse

work crews.

Facilities infrastructure

engineering experience;

able to develop

standards and best

practices across multiple

datacenter sites; plan for

company growth andchanging business

needs.





features are

implemented with

specific knowledge of

carriers equipment.

Creates feature

templates.

Understanding tariffs and

how billing integrates

with carrier equipment.

Understanding what

networks can supportwhat signaling. Able to

debug complex signaling

issues.





features are

implemented with

specific knowledge of

carriers equipment.

Deep understanding of

carrier provisioning and

be able to effective

escalate problems.

Understanding tariffs and

how billing integrates

with carrier equipment.Can design and build a

phone network.

Expert on transport,

signaling, switching,

provisioning. Command

of voice network

features, and how they

are build. Able to

formulate new services

using existing and new

protocols.



All of the prior. Also

understands the

infrastructure associated

with the monitoring

system. Able to manage

maintenance activities of

others and keep tabs onthe relationships of what

is occurring and the

effects that are being

seen. Will manage other

members of Netops and

drive issues to

resolution. Owns and

resolves complex issues.

Involves senior

management as

necessary.

All of the prior. Also

understands the

infrastructure associated

with the monitoring

system. Able to manage

maintenance activities of

others and keep tabs onthe relationships of what

is occurring and the

effects that are being

seen. Will manage other

members of Netops and

drive issues to

resolution. Owns and

resolves complex issues.

Involves senior

management as

necessary.

6+ years 8+ years 12+ years 15+ years

BS in CS or equivalent MS or equivalent MS or equivalent MS or equivalent

pdated making use of insights from action research, orginizational learning, and leadership fields



N-8

Fellow/VP


written skills; Highly

effective at getting

consensus even with

others who haveconflicting agendas;

Works with executives

outside company

Accomplished speaker.

Drives meta processes;

Authors organizational

processes. Attention to

detail. Highly effective at

completed work on time. Able to effectively

estimate schedules.

Has transformed

company's efficiency.

Fundamentally changes

what products and

services are offered;Proven ability to

anticipate trends; Able to

spot discontinuities in

technical and business

landscape.

r work.

s with respect.

willingness to share

mmunity



Creates a culture that

allows the team to

operate at peak efficency

and learn together.

Proven ability to drive

cross company projects; Ability to provide

mentorship/technical


staff; Provides



active committee

member, etc.)

N-8

Has created completely

new or novel solutions to

exceptionally difficult

problems though

effective re-framing

changing what

constrains are applied



Can solve intractable

problems by moving the

industry or redefining the

problem space.




current security




and authentication. VP:

Has led company wide

security program which

implements industrystandards. Fellow: Has

made major advance in

state of the art.



20+ years

MS or equivalent



LEVEL N-1 N-2

TITLE Entry Individual Contributor

Work Ethic

Customer Support

Communication Elements of Style - White

Work Quality & Efficiency Effective Executive -Drucker

Decision Making:

Creativity, Judgment,

Initiative & Flexibility

Laderal Thinking - DeBono

Teamwork & Culture Built to Last - Collins Effective Executive -

Drucker

TECHNICAL ABILITY N-1 N-2

Technical Leadership

System Design and

Architecture

Internal Architecture and

Design Documents

Diagnostic &

Troubleshooting [[Work in

Progress]]

de Bono's Thinking Course

Operations

RESOURC

Seven Habits of Highly Effective People - Covey. Getting

Raving Fans



Programming Ability The Perl Manual

O/S Knowledge & Diversity The UNIX Programming

Environment - Pike.Tutorials at LISA

System Administration - Evi

Nemeth. Attend LISATechnical Sessions

LAN & Networking

Experience

TCP/IP Illustationed -

Stevens. Attend NANOG

Security Practical Unix and Internet

Security - Spaf & Garfinkel

Building Internet Firewalls -

Chapman & Zwicky,

Firewalls and InternetSecurity - Cheswick &

Bellovin. SANS material

Databases Attend OracleWorld

Facilities

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Mark Verber © 2005, Some Rights Reserved





N-3 N-4 N-5

Senior Individual

Contributor

Staff / Manager Sr Staff / Sr. Manager

The Pyramid Principle Logic

in Writing & Thinking -

Barbara Minto

Six Thinking Hats - De

Bono

Divide or Conquer. Public

Speaking Seminars

What is Lean Six Sigma -George, Rowlands, Kastle

The Goal - Goldratt. SixSigma - Barrows

Software Cost - Bourne.The Fifth Dimension

Strategic Decision Making -

Kirkwood

Good to Great. Leadership

is an Art - Max De Pree

Servant Leadership -

Greenleaf. First Break the

Rules - Buckingham.

The Courage to Teach,

N-3 N-4 N-5

One Minute Manager Software Requirements -

Wiegers

Systems Engineering and

Analysis - Blanchard &

Fabrycky

System Architecting -

Rechtin. Attend USENIX

OSDI, SOSP

How to Solve It - Polya

ES FOR OPERATIONS CAREER DEVELOPMENT

Things Done - David Allen

Help to move to the next level



The Practice of

Programming by Brian

Kerninghan & Rob Pike

Code Complete

Practice of System and

Network Admin -Hogan &Limoncelli. Solaris Internals

- Mauro & McDougall

Distributed Systems -

Tanenbaum

Routing the Internet -

Huitema. Introduction to

BGP4 - John Stewart III

Applied Cryptography -

Schneier. USENIX Security

Workshop

Computer Forensics

Workshop



N-6 N-7

Architect / Director Senior Architect / Senior

Director

Sources of Power - Klein

Managing Innovation - HBS

N-6 N-7