The scoreboard, and what is not on it. The hard targets, how often each is actually
looked at, and the quiet signals that never reach a dashboard.
Ticket Resolution SLA Adherence (L1)
The percentage of L1 (first-line) infrastructure tickets you assist with or resolve within our agreed service level agreements.
Target · Achieve >90% adherence for assigned L1 tickets after 3 months. If you're assigned 20 L1 tickets in a month, you'd need to help resolve or escalate at least 18 of them within their SLA timeframe.
Monitoring Alert Response Time
How quickly you acknowledge and begin to investigate critical system alerts from our monitoring tools.
Target · Acknowledge 95% of critical alerts within 5 minutes during your shift. An alert comes in about a server's disk space. You see it, log it, and start checking the server within 3 minutes.
Successful Runbook Executions
The accuracy and completeness of routine operational tasks you perform using our documented runbooks.
Target · 100% accuracy on all runbook steps for assigned tasks. You follow a runbook to restart a non-critical service; all steps are completed correctly, and the service comes back online as expected.
Documentation Contribution
The number of new or updated documentation entries you create or contribute to, helping others understand our systems and processes.
Target · Contribute to 2-3 new or updated knowledge base articles per quarter. After learning a new troubleshooting step, you write it down and add it to the relevant runbook, making it easier for the next person.
Learning & Development Engagement
Your proactive approach to learning new technologies and operational procedures, asking questions, and seeking feedback.
- You're regularly asking 'why' something works the way it does, not just 'how' to fix it. You bring up new ideas or observations in team meetings. You're actively participating in training sessions and completing assigned learning modules. Your Senior Engineer sees you taking notes and asking for clarification.
Adherence to ITIL Processes
How well you follow our established IT Service Management processes, especially for incident, problem, and change management.
- You consistently raise change requests for any non-trivial work, even if it's just a small configuration tweak. Your incident tickets are detailed and follow our templates. You understand when to escalate an issue to a Senior Engineer or the Service Desk lead, rather than trying to muddle through alone.
Team Collaboration & Communication
Your ability to work effectively with colleagues, sharing information, and clearly communicating status updates.
- You keep your team updated on your progress, especially during an incident. You ask for help when you're stuck, and you offer to assist others if your plate is clear. You write clear, concise updates in Slack or our incident management tool during an outage.
Problem-Solving Approach (Guided)
Your initial steps in diagnosing issues, even if you need significant guidance to reach a resolution.
- When an alert fires, you don't just panic. You check the obvious things first, like 'is the server actually on?' or 'are the logs showing anything useful?'. You can articulate the steps you've taken and what you've observed to your Senior Engineer, even if you don't have the answer yet.
