Introduction to NonStop Operations Management

The Operations Staff
Introduction to NonStop Operations Management–125507
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The Support Area
Performance is judged by how quickly operators detect and solve system problems and
by the number of problems escalated.
External Contacts
Lead operators interact with users, entry-level operators, senior-level operators, Tandem
customer engineers (CEs), and Tandem analysts.
Tools/Equipment
Manuals, operator instructions and documentation, video terminals and workstations,
and pagers should be available to help lead operators complete their tasks.
The Support Area
Following is a sample job description for staffing the support area.
Technical Support Specialist
Following is a sample job description of a technical support specialist who performs
senior-level tasks in the support area. Operators with education beyond high school, and
two to three years of Tandem system operations experience are good candidates for this
position.
Job Title
Technical Support Specialist (Senior-Level Position)
Summary of Responsibilities
Technical support specialists provide technical assistance to network, hardware, and
software users. Technical support specialists might focus on the operating system, on
applications, or on data communications. They:
•
Assist in capacity planning, configuration and change management, and problem
management
•
Handle performance measurement for system tuning.
•
Configure and manage the system software for maximum fault-tolerance and
optimal performance
•
Produce automated routines for entry-level and intermediate-level operations
personnel according to a defined set of standards
•
Provide clear and accurate instructions for tasks that require operator intervention
Technical support specialists should have an in-depth knowledge of the operation of the
system, software, hardware, communication lines, software tools, and system
management products. They should also be able to communicate well with others.