Roles and responsibilities in SmartCloud Enterprise+

Last week I was invited with two other guys to dedicate our Saturday as a volunteer day to perform an electrical job (including installing electric cables, a shower, lights, sockets and a ceiling fan) in a school in a disadvantaged community.

To my surprise, the other two guys did not have any previous experience with this kind of job, but I do have some experience. I quickly realized that in this situation it was necessary to explain each person’s roles and responsibilities in order to perform the job well as a team.

The situation is similar inside a company as leaders and employees try to perform tasks in an organized way to achieve the business goals. Each one needs to know their roles and responsibilities to perform their task adequately at the right time.

In cloud computing too, it is no different. Let me describe the roles and responsibilities in SmartCloud Enterprise+ (SCE+):

Roles Responsibilities
SCE+ Infra Delivery Project Executive (DPE)
  • Participating in below-hypervisor activities
  • Engaging and coordinating below-hypervisor infrastructure teams
  • Approving emergency below-hypervisor changes as required
SCE+ Global DPE
  • Handling SCE+ service escalations
  • Working with the SCE+ Pooled DPE for SCE+ service issues as required
Customer Administrator (CA)
  • Requesting services available from the SCE+ portal once the onboarding process is complete
  • Submitting requests for service through the SCE+ portal
  • Monitoring SCE+ portal service requests for status updates and resolution details
  • Representing customer user (open a SCE+ portal request)
  • Representing customer technical teams (open requests to apply patches)
Customer Business Administrator (CBA)
  • All above noted CA responsibilities
  • Approving CA submitted requests through the SCE+ portal
SCE+ Pooled DPE
  • Primary interface between SCE+ service à Account DPE and Account SDM
  • Act as interface for all escalations and communications about SCE+
  • Engaging DPE, SDM and technical team to coordinate and resolve major incidents
  • Participating and approving changes as required
  • Receiving and addressing those requests the CA/CBA  is dissatisfied with
  • Receiving and addressing CA/CBA escalation requests
  • Managing service level agreement (SLA) attainment and issues
  • Reviewing and approving server activation and deactivation (SA&D) records
  • Participating in onboarding steady state handoff
Account DPE
  • Customer facing role for SCE+
  • Communication from SCE+ Pooled DPE to customer on major incidents
  • Escalating issues to SCE+ Pooled DPE
  • Provides reports to the customer
  • Engaging strategic outsourcing (SO) delivery teams and service desk (investigation or resolution of major incidents)
  • Providing and maintaining SO account technical team contact lists to provide to the SCE+ Pooled DPE in order to engage appropriate SO account technical teams as required to assist with major incident resolution and so on
Account Service Delivery Manager (SDM)
  • Assisting the SO Account DPE with report correlation as required
  • Main contact to interact with the SCE+ Pooled DPE relaying information back to the SO Account DPE as required (and the technical team; for example, middleware)

When the people know their roles and responsibilities, they can perform the work with more accuracy and visibility to deliver quality service, benefiting job completion with excellence and timeliness. Check out this video for more thoughts on the subject.

What do you think about roles and responsibilities? Share your ideas below.

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Marcio Luccas

About Marcio Luccas

Marcio is a Senior Technical Enablement Specialist with IBM Brazil.
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