Infrastructure
Supporting the enterprise computing infrastructure (e.g., enterprise servers, client-server, storage devices and systems, hardware and software) in the provision, management, storage, operation, scheduling, support and maintenance of the infrastructure.
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Describes principles and procedures for a specific infrastructure component.
- Participates in discussions concerning capacity planning and performance management.
- Operates specific infrastructure components at a simple level under supervision.
- Explains the standards for the platform.
QUESTIONS
- Describe a situation where you were asked to participate in the planning phase of a network’s capacity planning and performance management.
Probing Questions
* What was the situation?
* What was the extent of your participation?
* What was your most valuable contribution?
* What was the outcome?
- Tell me about a time when you had responsibility for maintaining a specific infrastructure component.
Probing Questions
* What was the situation?
* What did your primary responsibilities include?
* What challenges did you face?
* What was the outcome?
Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Applies an understanding of a specific infrastructure component technology and concepts.
- Explains the inter-relationship of the various functionalities of a specific infrastructure component.
- Explains how a specific infrastructure component integrates with other environments at a basic level.
- Operates a specific infrastructure component at a simple level.
- Troubleshoots basic physical or software problems under supervision.
- Applies established standards under supervision.
QUESTIONS
- Tell me about a time in which you were required to troubleshoot basic physical or software problems.
Probing Questions
* What was the situation?
* What steps did you take?
* What challenges did you face?
* How did you resolve the problem?
* What was the outcome?
- Describe an event where you used your knowledge of a specific infrastructure component to explain how it integrates within the enterprise environment.
Probing Questions
* What was the situation?
* How did you go about explaining the concept?
* How did you tailor the message to your audience?
* What was the outcome?
Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Describes how a specific infrastructure component integrates with other enterprise elements.
- Uses performance data collection tools and techniques to mitigate down-time and improve performance.
- Manages a specific infrastructure component, including hardware/software/firmware installation, patching, and updating.
- Solves routine problems, documenting new problems and their solution for future reference.
- Uses appropriate diagnostic tools to solve complex problems.
- Executes standards without supervision, suggesting modifications to these standards.
QUESTIONS
- Describe a situation when you were responsible for solving routine network infrastructure problems.
Probing Questions
* What was the situation?
* What was your role and responsibilities at the time?
* What resources did you use to help you in your work?
* How did you prevent the recurrence of issues?
- Describe a situation where you used common diagnostic tools and data collection to improve the performance of specific infrastructure components.
Probing Questions
* What was the situation?
* What was your role and responsibilities in this situation?
* What tools and information did you use?
* How was this exercise useful to the organization?
Level 4 Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Evaluates new technologies, assessing the results, and integrating them with the existing infrastructure components.
- Makes recommendations to meet performance targets.
- Incorporates business requirements such as high availability, redundancy and disaster recovery into specific infrastructure components’ design.
- Resolves complex infrastructure problems across multiple infrastructure components.
- Develops standards and procedures for new technology configuration and implementation.
- Monitors compliance with standards and procedures for new technology configuration and implementation.
QUESTIONS
- Describe a situation where you used your understanding of infrastructure components to propose a design that met the business requirements for high availability and redundancy.
Probing Questions
* What was the situation?
* How did you determine the organization’s business needs in high availability and redundancy?
* How did your designs change the organization’s IT plans?
* How effective was your design at meeting these business requirements?
- Describe a situation where you developed standards and procedures for the integration of new technologies into the infrastructure.
Probing Questions
* What was the situation?
* What were your responsibilities in the situation?
* What steps did you take to develop these standards and procedures?
* What was the end result?
Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Identifies infrastructure components’ principles, technology, corporate technology initiatives and trends.
- Identifies the environment, interdependencies and impact of change.
- Provides strategic direction to enterprise-wide infrastructure design and initiatives.
- Develops enterprise-wide multi-disciplinary architectural and design documents.
- Resolves very complex enterprise-level problems that cross infrastructure component boundaries.
- Recommends capacity and performance targets and improvements to senior executives.
- Conducts procurement for infrastructure components and services.
- Sets standards and technology direction for the various enterprise infrastructure components.
QUESTIONS
- Describe a situation where you provided strategic direction in the development of an organization’s infrastructure.
Probing Questions
* What was the situation?
* What were your responsibilities in the situation?
* How did you determine the needs for the organization?
* What was the outcome
- Describe a situation where you had to troubleshoot highly complex issues that crossed the boundaries of your own infrastructure to involve other domains and providers.
Probing Questions
* What was the situation?
* What was your role and responsibilities at the time?
* What was your diagnostic of the issues?
* How extensively did you need to network with other organizations?
* What was the outcome?