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At 02:40 PM 23/08/2019, harbor235 wrote:
Hi noggers,
First some background;
I have inherited a real-time services delivery
infrastructure that while technically functional
is absent of a wworking tiered operational
support structure. In addition, the
infrastructure was not implemented with
technology best practices and has some remaining
single points of failure. T3/engineering handles
engineering, operational support, testing, and
development. T1 and T2 perform some tasks but
not what is expected of a traditional support
structure, As we are attempting to scale our
program our limitations are obvious.
We are trying to scale the program and need to
remedy all single points of failure and
implement technical and management best
practices. While we try to remedy all of the
above, our customer expects routine capability enhancements.
Question(s)
1) how to pivot to a tiered operational support
structure and set expectations for each tier
level. How do I do that without having my entire staff leave?
      Current staff is not a professional
organization and are used to a purely reactive state.
2) ITIL process are great and we have started to
implement what makes sense but I need a
operational support stucture/model to support and manage this effort.
3) How do you manage your engineering and
operational projects? Currently I am using Excel
for all projects short and long term and also
use a seperate spreadsheet for my short term
project sprints? Basic project tracking with no mature processes involve.
How are you pulling this all together?
I would like to hire key positions that can
bring essential capabilities to my project but I am limited hiring new staff.
thoughts, suggestions
Mike