A2/A3/TRB - Objectives 2014-15

Objectives

Measurement Criteria

Service Delivery

Weigh
t
25%

Timeliness of deliverables to be met 100%

Timely Escalation / Status updates / reports
Status updates of calls / requests for 100%
incidents
Contribution to SDRs
Zero repetitive incidents
100% SLA Adherence
First time call resolution - 85%

Customer Centricity

25%
No customer complaints on delivery
No Customer complaints for deliverables
made that are directly attributable to the
administrator
Contribute to Teams annual CSAT rating
No deviation from established processes of
the customer without explicit approval from
manager
Quality of interaction with customer (e-mail content
etc)
Providing information with all relevant data
points and clarity
Confidently communicate with the client in
an unambiguous manner maintaining proper
mail /teleconference etiquettes.
Understand and appreciate the cultural
differences in communication

Knowledge
Management &
Operational
excellence

20%

Timely response to Tower reports and strictly

adhering to report formats as requested.
Share the knowledge of New areas / tools /
techniques learnt one per six months
Develop knowledge in customer/new
products. And build expertise in identified
customer domain
Submitting Technical documents/paper(SOPs,
KEDB, automation scripts, Best practices) in
KNET one per year
Pass the UCF assessment that has been
assigned for that particular appraisal year
Measure of # of days of training attended

ACCOUNT SPECIFIC
OBJECTIVES

30%
1. Tickets
i.
Owning till closure of assigned tickets
(both requests and incidents)

ii.

Adhering to ticket handling quality

guidelines, SLAs, defined processes
iii.
Smooth handover of cases / issues to
next shift member
iv.
On-call support when assigned
2. Performance improvements
i.
Staying above per person case closure
average and showing steady
improvement with time.
3. Quality
i.
SOP contributions (creation, updates,
enhancements)
ii.
Team coordination
iii.
Ticket updates and related
communication quality
iv.
Service improvement suggestions /
recommendations
v.
Notifying foreseeable issues or SLA
breaches in-time to the track owners
4. Enablement
i.
Clarity in understanding the given scope
of operations
ii.
Self-assessment of required vs. current
skills and demanding for needed
enablement
iii.
Supporting peers and new inductees
iv.
Openness and flexibility to learn and
perform across tracks