Roles and Responsibilities
The following are the participants and the level of escalation process in which they participate:
Tier 1 - Service Desk Analyst
– Provides primary service desk support for rapid routing and categorization of tickets so that each request is most effectively forwarded (assigned).
Tier 2 - Field Technician / NOC Technician
– Responds to trouble tickets forwarded from the Tier 1 Service Desk and to alarms generated by Solarwinds. They have primary responsibility for the resolution of the issue.
Tier 3 - NOC Engineer / Engineers
– Comprised of voice and data experts that advise and may solve very difficult systems problems, but primarily the burden of response rests with the Tier 2 technical support staff.
Tier 4 - Management
- Direct managers who report to the Program Manager (including the Service Manager).
Tier 5 - Program Manager