Introduction to NonStop Operations Management

The Operations Staff
Introduction to NonStop Operations Management–125507
2-3
Who Provides Each Level of Expertise?
Table 2-1. Staff Levels of Expertise
Levels Description
Entry-Level Tasks: Most basic tasks in each functional area. Most operations employees
start by learning how to perform these tasks.
Intermediate-Level
Tasks:
More complex than the entry-level tasks. Staff who performs
intermediate-level tasks needs more in-depth knowledge and
experience, and less supervision, than entry-level personnel.
Senior-Level Tasks: Most complex tasks. These tasks require in-depth knowledge and
experience. Types of personnel who perform senior-level tasks include
analysts who specialize in specific technical areas (such as
communications or database administration) and programmers who
automate operator functions.
Line-Management
Tasks:
Line-management tasks. The manager’s main concerns are to ensure
efficient, cost-effective use of resources and to see that other staff
members get the technical support they need. The operations manager:
•
Sets policies in such areas as problem escalation, disaster recovery,
staffing, and workload distribution
•
Evaluates and assists in the selection of hardware and software and
the best configuration of the two to ensure the success of the
operation
•
Ensures that all personnel have adequate training
•
Determines who performs specific tasks
•
Defines standard procedures
•
Establishes goals for each level of support
•
Monitors the staff so schedules and assignments can be adjusted as
needed
•
Meets regularly with suppliers to ensure that the group’s needs
continue to be met
Executive-Level
Tasks:
High-level management tasks. Every company has an executive
responsible for the success of the operations organization. For example,
the executive often has one of these titles: MIS director, vice-president
of operations, vice-president of MIS, or chief information officer.
The executive:
•
Establishes the business goals for the operations organization
•
Ensures that the operations organization is meeting its business
goals
•
Develops the organization’s budget
•
Approves hardware purchases
•
Defines or approves the organizational structure
•
Evaluates the operations manager or managers
•
Authorizes and approves service-level agreements