Field Engineer Team Lead (FETL)

Position:                            Field Engineer Team Leader (FETL)

Department:                     Technical Services

Division:                            Field Engineering

Location:                           Clark, Pampanga

Reporting to:                   Technical Services Manager

Subordinates:                   1-20

Overview:

The FE Team Leader (FETL) is responsible for the global delivery of the TRT Support Model which involves field engineer services located in TRT’s global locations. The role is to ensure that the Field Engineers meet the SLAs which TRT has committed to our clients and the Operating Level Agreements (OLAs) that the FE team has committed internally so that these other departments can meet their OLAs.

Deliverables:

1.     Compliance with TRT policies 

2.     Incident and Problem Management

a.     100% response time SLA-Response back to GSD

b.     Achieve <.5% of all service calls being escalated to the FE team.

c.     100 % SLAs provide update to GSD of leaving on site engagement.

                                                   i.    Phone < 1 hour

                                                  ii.    Email < 3 hours

d.     Achieve 100% SLA for scheduled on site engagements

 3.     Transition of Services for TRT Clients

a.     100% attendance to scheduled client DC and OHS inductions

b.     Attendance and completion of all physical and logical audits activities scheduled < 3 days subject to client availability

 4.     Inventory Management

This applies in location where FE’s are located.

a.     100% accuracy in the completion on IMRs

b.     98.5% quarterly inventory accuracy across all locations where TRT inventory personnel are stationed

c.     Meet 100% OLAs for quarterly stocktakes in locations where no TRT inventory are stationed.

d.     100 % response time OLA to logistics and IMR requests

e.     100% completion SLA to next flight IMR request

5.     Sparing for New Accounts

a.     Oversee the entire sparing process

b.     Ensures that sparing is properly conducted within OLAs

          i.         Completion of audit both physical and logical – 5 business days

          ii.         CMDB Updates – 2 business days

          iii.         Proactive Sparing - 3 business days

          iv.         Proactive Sparing Approvals – 2 business days

           v.         Sparing Orders – 5 business days

          vi.         Spares Deliverable – 5 business days

c.     evaluate client enrolled assets and recommend parts for sparing

d.     Coordinate with Logistics on parts sourcing for sparing

e.     Submit recommended spare parts purchase for approval

f.      Upload in Netsuite-CMDB complete information of enrolled assets for SDM verification

g.     Disseminate information on the transition progress of new accounts

 6.     Out of scope field work

a.     98% SLA monthly SLA out of scope quotations with 48 hours of call being logged.

7.    Certification and Training – 12 additional points per quarter in the FE Team.

** If you recruit someone and they have certifications, they can be added to the list. But if people leave the FE team and they have certifications, they will be taken from the list.

Certification Matrix

Category Level Vendor Certification Points Server/ OS (Non-Intel) Expert/ Advanced IBM, HP, Oracle 5 Server/ OS (Non-Intel) Entry Level - Intermediate IBM, HP, Oracle 4

Server/ OS (Intel) Entry Level - Expert Dell, IIBM, HP, RedHat, Oracle, VMWare 2

Storage/ Backup (H/W) Entry Level - Expert IBM, HP, EMC, HDS, Quantum, Netapps 2

Storage/ Backup (S/W) Entry Level - Expert IBM, HP, Symantec, EMC, vommvault, Acronis 5

Database (ex-SQL) Entry Level - Expert Oracle, IBM, CA, Progress, Ingress

4

Networking Advanced Cisco, Juniper, Nortel 3

Networking Entry Level - Intermediate Cisco, Juniper, Nortel

2

1.     A particular FE can hold multiple certifications

2.     No one FE can hold more than 20% of the total points for the CE’s

Primary Workflow:

·       Resolution of incidents raised by our customers through proactive monitoring

·       Implementation of changes and improvements required by our customers

·       Mentoring new FE’s

·       2nd level Technical Assistance to the Field Engineers

·       Procedural guidance for FE team

·       Facilitate and organizing of technical training for FE’s

·       FE Team tactical and operational planning

·       Business hours and after-hours escalation

·       Updating SDMs with on customer requests and complaints

·       Handling customer complaints and issues

·       Update CETL on Jobs and Service Calls requiring a Field Engineer

·       Update SBDM on Jobs and Service Calls requiring a Field Engineer

·       Organize T&M quotations for non-supported hardware that require TRT FE involvement

·       Liaising with CTSO on escalated service calls

Required Deliverables:

·       Ensure all commitments made to the customer are met, or re-scheduled with the customer’s knowledge and approval

·       Ensure clear lines of communication are met between Support Services Manager and FE’s

·       Ensure clear lines of communication are met between GSD and FE’s

·       Comply fully with TRT company policy to protect the interest of TRT at all times

Professional Capabilities:

·       Minimum 12 months experience with TRT SE/ FE Department

·       In depth knowledge on Enterprise IT server Operating Systems and Storage and Backup System Software

·       Willingness to work on-call and after-hours

·       Willingness to constantly improved their own technical knowledge

Key Accountabilities:

·       Monitoring New FE’s:

o  “Buddy System” – One on one pairing with a new FE

o  Taking the new FE to regular site-visits.

o  Guiding the new FE through TRT internal procedures

o  Providing feedback on the performance if the new FE to the CTSO

·       2nd Level Technical Assistance:

o  Provide technical support to the FE team on escalations

o  Mentor the FE’s to allow them to develop their technical skills further

o  Provide documentation through Knowledge base articles

·       Procedural Guidance for FE team:

o  Thorough knowledge of current FE team procedures

o  Update procedural documentation when required

o  Proactively update procedural documentation for improvements

·       Human Resources Management and Planning:

o  Reporting of FE performance at the end of their probationary period

o  Reporting of other FE performance to the TSM

o  Assistance and suggestions in recruiting (to be reported to TSM)

·       Service Call Updates:

o  Ensure that FE is providing accurate call updates to the GSD in timely fashion until closure of the service call

·       OH&S Work Environment:

o  Ensure that the technical work areas remain clean and organized at all times

o  Ensure that the warehouse remains clean and organized where practical

o  Ensure that the FE team adheres to all OHS requirements, including for lifting, cabling, rack mounting and equipment in rooms are not obstructing walkways.

·       Training and Certifications:

o  Provide feedback and suggestions to management of team training requirements

o  Encourage the FE team members to regularly achieve certifications

o  Provide technical and training assistance to the FE team members in preparation for certifications

·       FE Team Tactical Operational Planning:

o  Periodically meet with the other TS Team Leaders to discuss and implement new ideas

o  Develop a high-level of understanding on how the Service Delivery team operates – for the ability to review situations at a non-technical level.