Every organization has a set of tasks required to provide support. Here is a list that I have prepared, which can be used as a template.
- Triage/Intake of support issues
- Resolve Tickets
- Small Enhancements
- Periodic Maintenance
- Monitoring of key jobs/tasks
- Planned outage support
- Unplanned outage support
- On-call / Off-hour support
- Handle and support Alerts
- Change management
- Incident management, follow-up on SLAs, reporting and trends, “warm” hand-off – incident assignment and flow
- Codebase/Repository ownership and support
- Support lower environments, QA, Training teams
- Perform Root cause analysis (RCA) for repeat issues and alerts, all bugs, create support documentation
- Provide support for promotions, market share events MSE, special events (State fairs, Consumer shows)
- Assist with business processes – month- and year-end book close processes
- Non-ticket support (“Walk-ups”, research and analysis), communication with IT and non-IT users. Assisting users and answer questions
- Support other IT groups - Service Desk, Desktop and/or hardware groups
- Third-party system support/ Vendor support
- Provide support for upgrades and patches; respond to environment changes (e.g. Windows upgrade?)
- Centers of Excellence – create and assign leads, members, processes, documents
- Continue self-development - attend training, seminars, share knowledge(feedback)
- Status reporting
- Onboarding – provide necessary peer support
- Participate in design and code reviews/ Solution review board/group
- Participate in Project stages – Functional, Technical review and support, follow PM practices
- Support Intake – Handover to Support (HOTS)
- Hypercare – integrate with project team (PMO process)
- Support Offshore operations (if applicable)
