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Server Support

Provides technical support for server and storage technology resources within the university environment including the allocation of resources to both existing services and new technology projects. Also provides advanced level of planning/troubleshooting as required to assist team in delivering technology services.

Example project:
Move from physical servers to virtual (VM) environment

Skills

Each of the skills includes a distinct description for each relevant level. As you move across the levels, you will see that there is increasing responsibility and accountability. In some cases a skill does not apply at all levels, so a description is not given.

  • Applications Support

    The provision of application maintenance and support services, either directly to users of the systems or to service delivery functions. Support typically includes investigation and resolution of issues and may also include performance monitoring. Issues may be resolved by providing advice or training to users, by devising corrections (permanent or temporary) for faults, making general or site-specific modifications, updating documentation, manipulating data, or defining enhancements Support often involves close collaboration with the system’s developers and/or with colleagues specializing in different areas, such as Database administration or Network support.

    Assists

    Assists in the investigation and resolution of issues relating to applications. Assists with specified maintenance procedures.

    Applies

    Identifies and resolves issues with applications, following agreed procedures. Uses application management software and tools to collect agreed performance statistics. Carries out agreed applications maintenance tasks.

    Enables

    Maintains application support processes, and checks that all requests for support are dealt with according to agreed procedures. Uses application management software and tools to investigate app issues, collect app performance statistics and create app reports.

    Ensures/Advises

    Drafts and maintains procedures and documentation for applications support. Manages application enhancements to improve business performance. Ensures that all requests for support are dealt with according to set standards and procedures.

  • Asset Management

    The management of the lifecycle for service assets (hardware, software, intellectual property, licenses, warranties etc) including inventory, compliance, usage and disposal, aiming to optimize the total cost of ownership and sustainability by minimizing operating costs, improving investment decisions and capitalizing on potential opportunities. Knowledge and use of international standards for software asset management and close integration with change and configuration management are examples of enhanced asset management development.

    Enables

    Controls IT assets in one or more significant areas, ensuring that administration of the acquisition, storage, distribution, movement and disposal of assets is carried out. Produces and analyses registers and histories of authorized assets (including secure master copies of software, documentation, data, licenses and agreements for supply, warranty and maintenance), and verifies that all these assets are in a known state and location. Ensures that there are no unauthorized assets such as unlicensed copies of software.

    Ensures/Advises

    Manages and maintains the service compliance of all IT and service assets in line with business and regulatory requirements involving knowledge of financial and technical processes, tools and techniques thereby ensuring asset controllers, infrastructure teams and the business co-ordinate and maximize value, maintain control and ensure any necessary legal compliance.

    Initiates/Influences

    Promotes the continuing economic and effective provision of services, ensuring that all changes to assets and services are appropriately and accurately controlled and recorded. Provides information and advice on issues such as maintenance of hardware assets, licensing of software, protection of intellectual property, and legal obligations. Promotes awareness of and commitment to asset control, ensuring that consequences of decisions to obtain, change or continue the possession or use of an asset, system or service are appropriately understood.

  • Availability Management

    The definition, analysis, planning, measurement and improvement of all aspects of the availability of IT services. The overall control and management of service availability to ensure that the level of service delivered in all services is matched to or exceeds the current and future agreed needs of the business, in a cost effective manner.

    Enables

    Contributes to the availability management process and its operation and performs defined availability management tasks. Analyses service and component availability, reliability, maintainability and serviceability. Ensures that services and components meet and continue to meet all of their agreed performance targets and service levels. Implements arrangements for disaster recovery and documents recovery procedures. Conducts testing of recovery procedures.

    Ensures/Advises

    Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation of all breaches of availability targets and service non-availability, with the instigation of remedial activities. Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.

    Initiates/Influences

    Sets strategy and develops plans, policies and processes for the design, monitoring, measurement, reporting and continuous improvement of service and component availability, including the development and implementation of new availability techniques and methods.

  • Capacity Management

    The management of the capability, functionality and sustainability of service components (including hardware, software and network) to meet current and forecast needs in a cost effective manner. This includes dealing with both long-term changes and short-term variations in the level of demand, and deployment, where appropriate, of techniques to modify demand for a particular resource or service.

    Enables

    Monitors service component capacity and initiates actions to resolve any shortfalls according to agreed procedures. Applies techniques to modify demand for a particular resource or service.

    Ensures/Advises

    Drafts and maintains policy, standards and procedures for service component capacity management. Ensures the correct implementation of standards and procedures. Reviews information in conjunction with service level agreements to identify any capacity issues and specifies any required changes. Works with business users to agree and implement short and medium term modifications to demand.

    Initiates/Influences

    Develops strategies to ensure all the performance measures of all IT services meet the needs of the business and of any service requirements or service level agreements which may be in place. Ensures that the policy and standards for capacity management are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on capacity and demand issues.

  • Change Management

    The management of change to the service infrastructure including service assets, configuration items and associated documentation, be it via request for change (RFC), emergency changes, incidents or problems, providing effective control and treatment of risk to the availability, performance, security and compliance of the business services impacted.

    Assists

    Documents changes based on requests for change. Applies change control procedures.

    Applies

    Develops, documents and implements changes based on requests for change. Applies change control procedures.

    Enables

    Assesses, analyses, develops, documents and implements changes based on requests for change.

    Ensures/Advises

    Develops implementation plans for dealing with more complex requests for change, evaluates risks to integrity of infrastructure inherent in proposed implementations, seeks authority for those activities, reviews the effectiveness of change implementation, suggests improvement to organizational procedures governing change management. Leads the assessment, analysis, development, documentation and implementation of changes based on requests for change.

    Initiates/Influences

    Sets the organization’s policy for the management of change in live services and test environments, and ensures that the policy is reflected in practice.

  • Configuration Management

    The lifecycle planning, control and management of the assets of an organization (such as documentation, software and service assets, including information relating to those assets and their relationships. This involves identification, classification and specification of all configuration items (CIs) and the interfaces to other processes and data. Required information relates to storage, access, service relationships, versions, problem reporting and change control of CIs. The application of status accounting and auditing, often in line with acknowledged external criteria such as ISO 9000 and ISO/IEC 20000, throughout all stages of the CI lifecycle, including the early stages of system development.

    Assists

    Applies tools, techniques and processes for administering information (such as the tracking and logging of components and changes) related to configuration items.

    Applies

    Administers configuration items (CIs) and related information. Applies tools, techniques and processes for administering CIs and related information, ensuring protection of assets and components from unauthorized change, diversion and inappropriate use.

    Enables

    Manages configuration items (CIs) and related information. Applies and maintains tools, techniques and processes for identification, classification and control of CIs and ensuring related information is complete, current and accurate.

    Ensures/Advises

    Manages configuration items (CIs) and related information. Investigates and implements tools, techniques and processes for managing CIs and verifies that related information is complete, current and accurate.

    Initiates/Influences

    Manages the organization’s configuration management system and champions the business value and company policies for the configuration management system. Ensures that processes are in place for consistent classification and management of CIs, and for verification and audit of configuration records. Contributes strongly to the business service knowledge management system. Manages the research and development of tools, processes and techniques.

  • Database Administration

    The installation, configuration, upgrade, administration, monitoring and maintenance of physical databases.

    Assists

    Assists in database support activities.

    Applies

    Uses database management system software and tools to collect agreed performance statistics. Carries out agreed database maintenance and administration tasks.

    Enables

    Uses database management system software and tools to investigate problems and collect performance statistics and create reports. Carries out routine configuration/installation and reconfiguration of database and related products.

    Ensures/Advises

    Drafts and maintains procedures and documentation for databases. Manages database configuration including installing and upgrading software and maintaining relevant documentation. Contributes to the setting of standards for database objects and ensures conformance to these standards. Monitors database activity and resource usage. Optimizes database performance and plans for forecast resource needs.

  • Information Content Authoring

    The planning, design and creation of textual information, supported where necessary by graphical content. This material may be delivered electronically (for example, as collections of web pages) or otherwise. This skill includes managing the quality assurance and authoring processes for the material being produced.

    Contributes

    Contributes, under instruction, to the production and distribution of documentation items, to testing the content and layout of specific deliverables, and to the configuration of documentation items and files.

    Assists

    Develops a broad understanding of technical publication concepts, tools and methods and the way in which these are implemented. Develops an understanding of publication development support activities, such as information gathering, user task analysis, creating draft documentation, and illustration, and printing and publishing. Works with colleagues and clients to create new sections of technical documentation through all stages of the publication process as support literature.

    Applies

    Liaises with clients/users to clarify details of requirements. Designs, creates and tests moderately complex, well-engineered information deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Enables

    Determines the documentation needs of users. Designs individual documentation plans. Creates drafts for review of information format and content. Organizes the production and distribution of approved documentation items. Designs the content and appearance of complex information deliverables (e.g. web pages) in collaboration with clients/users. Creates and tests complex, well-engineered deliverables with specified content and layout. Manages the configuration of documentation items and files, within own area of responsibility.

    Ensures/Advises

    Designs overall support information package plans. Manages small teams of authors, ensuring that they are aware of and work to relevant standards. Advises on appropriate documentation formats and documentation systems to satisfy requirements. Organizes reviews of draft material.

    Initiates/Influences

    Manages documentation projects, ensuring that adequate procedures, standards, tools and resources are in place and implemented to ensure the appropriate quality of material developed by document content creators within the organization. Manages relationships with stakeholders, ensuring that they receive the information that they need. Manages reviews of draft material.

  • IT Operations

    The operation and control of the IT infrastructure (typically hardware, software, data stored on various media, and all equipment within wide and local area networks) required to deliver and support IT services and products to meet the needs of a business. Includes preparation for new or changed services, operation of the change process, the maintenance of regulatory, legal and professional standards, and the monitoring of performance of systems and services in relation to their contribution to business performance, their security and their sustainability.

    Contributes

    Contributes, under instruction, to system operation.

    Assists

    Carries out agreed operational procedures of a routine nature. Contributes to maintenance, installation and problem resolution.

    Applies

    Carries out agreed operational procedures, including network configuration, installation and maintenance. Uses network management tools to collect and report on network load and performance statistics. Contributes to the implementation of maintenance and installation work. Uses standard procedures and tools to carry out defined system backups, restoring data where necessary. Identifies operational problems and contributes to their resolution.

    Enables

    Provides technical expertise to enable the correct application of operational procedures. Uses network management tools to determine network load and performance statistics. Contributes to the planning and implementation of maintenance and installation work. Implements agreed network changes and maintenance routines. Identifies operational problems and contributes to their resolution, checking that they are managed in accordance with agreed standards and procedures. Provides reports and proposals for improvement to specialists, users and managers.

  • Problem Management

    The resolution (both reactive and proactive) of problems throughout the information system lifecycle, including classification, prioritization and initiation of action, documentation of root causes and implementation of remedies to prevent future incidents.

    Applies

    Investigates problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

    Enables

    Initiates and monitors actions to investigate and resolve problems in systems and services. Assists with the implementation of agreed remedies and preventative measures.

    Ensures/Advises

    Ensures that appropriate action is taken to anticipate, investigate and resolve problems in systems and services. Ensures that such problems are fully documented within the relevant reporting system(s). Coordinates the implementation of agreed remedies and preventative measures. Analyses patterns and trends.

  • Programming/Software Development

    The design, creation, testing and documenting of new and amended programs from supplied specifications in accordance with agreed standards.

    Assists

    Designs, codes, tests, corrects, and documents simple programs, and assists in the implementation of software which forms part of a properly engineered information or communications system.

    Applies

    Designs, codes, tests, corrects, and documents moderately complex programs and program modifications from supplied specifications, using agreed standards and tools. Conducts reviews of supplied specifications, with others as appropriate.

    Enables

    Designs, codes, tests, corrects and documents large and/or complex programs and program modifications from supplied specifications using agreed standards and tools, to achieve a well engineered result. Takes part in reviews of own work and leads reviews of colleagues’ work.

    Ensures/Advises

    Sets local or team-based standards for programming tools and techniques, advises on their application and ensures compliance. Takes technical responsibility for all stages in the software development process. Prepares project and quality plans and advises systems development teams. Assigns work packages to technical staff, monitors performance and reports progress. Provides advice, guidance and assistance to less experienced colleagues as required.

  • Release and Deployment

    The management of the processes, systems and functions to package, build, test and deploy changes and updates (which are bounded as “releases”) into a live environment, establishing or continuing the specified Service, to enable controlled and effective handover to Operations and the user community.

    Applies

    Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken. May carry out early life support activities such as providing support advice to initial users.

    Enables

    Assesses and analyses release components. Provides input to scheduling. Carries out the builds and tests in coordination with testers and component specialists maintaining and administering the tools and methods – manual or automatic - and ensuring, where possible, information exchange with configuration management. Ensures release processes and procedures are maintained. 

    Ensures/Advises

    Leads the assessment, analysis, planning and design of release packages, including assessment of risk. Liaises with business and IT partners on release scheduling and communication of progress. Conducts post release reviews. Ensures release processes and procedures are applied.

    Initiates/Influences

    Sets the release policy for the organization in the context of both development and production/operations. Ensures that management processes, tools, techniques and personnel are in place to ensure that the transition of services, service components and packages are planned and compliant and that test and validation and configuration management are partnered in all release and deployment activities. Provides authorization for critical release activity and point of escalation.

  • Security Administration

    The authorization and monitoring of access to IT facilities or infrastructure in accordance with established organizational policy. Includes investigation of unauthorized access, compliance with relevant legislation and the performance of other administrative duties relating to security management.

    Applies

    Investigates minor security breaches in accordance with established procedures. Assists users in defining their access rights and privileges, and operates agreed logical access controls and security systems. Maintains agreed security records and documentation.

    Enables

    Investigates identified security breaches in accordance with established procedures and recommends any required actions. Assists users in defining their access rights and privileges, and administers logical access controls and security systems. Maintains security records and documentation.

    Ensures/Advises

    Drafts and maintains the policy, standards, procedures and documentation for security. Monitors the application and compliance of security operations procedures and reviews information systems for actual or potential breaches in security. Ensures that all identified breaches in security are promptly and thoroughly investigated. Ensures that any system changes required to maintain security are implemented. Ensures that security records are accurate and complete.

    Initiates/Influences

    Develops strategies for ensuring both the physical and electronic security of automated systems. Ensures that the policy and standards for security are fit for purpose, current and are correctly implemented. Reviews new business proposals and provides specialist advice on security issues and implications.

  • Service Desk and Incident Management

    The processing and coordination of appropriate and timely responses to incident reports, including channelling requests for help to appropriate functions for resolution, monitoring resolution activity, and keeping clients appraised of progress towards service restoration.

    Contributes

    Receives and handles requests for support following agreed procedures. Promptly allocates calls as appropriate. Maintains relevant records.

    Assists

    Receives and handles requests for support following agreed procedures. Responds to common requests for support by providing information to enable resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Applies

    Receives and handles requests for support following agreed procedures. Responds to common and uncommon requests for support by providing information to enable incident resolution and promptly allocates unresolved calls as appropriate. Maintains records and advises relevant persons of actions taken.

    Enables

    Ensures that incidents and requests are handled according to agreed procedures. Ensures that documentation of the supported components is available and in an appropriate form for those providing support. Creates and maintains support documentation.

    Ensures/Advises

    Ensures that the inventory of components to be supported is complete and current. Drafts and maintains policy, standards and procedures for the service desk and incident management. Schedules the work of service desk staff to meet agreed service levels.

  • Storage Management

    The planning, implementation, configuration and tuning of storage hardware and software, covering online storage (Storage Area network, Networked Attached Storage, Direct Attached Storage), offline storage (backup, archiving), remote and offsite data storage (disaster recovery). Also incorporates storage techniques such as tiered or hierarchical storage, data de-duplication, storage virtualization, optimization, quota management, future capacity planning, and compliance with data retention and data protection regulations.

    Applies

    Performs regular high-performance, scalable backups and restores on a schedule and tracks offsite storage. Carries out documented configuration for allocation of storage, installation and maintenance of storage system as per the agreed operational procedure. Identifies operational problems and contributes to their resolution. Uses standard management and reporting tools to collect and report on storage utilization, performance and backup statistics.

    Enables

    Reviews capacity, performance, availability and other operational metrics and take appropriate action to ensure corrective and proactive maintenance of storage and backup systems to support the requirement to protect business information. Creates reports and proposals for improvement and contributes to the planning and implementation of new installations and scheduled maintenance and changes within the system. Prepares and maintains operational procedures and provides technical expertise and appropriate information to the management.

    Ensures/Advises

    Manages the storage and backup systems to provide agreed service levels. Responsible for creating, improving, and supporting quality IT services with optimal utilization of storage resources, ensuring Data Security, Availability and integrity of business data. Drafts standards, procedures and guidelines for implementing data protection and disaster recovery functionality for all business applications and business data using different online and offline storage devices.

    Initiates/Influences

    Develops strategies for managing storage and data based on level of criticality of information, managing compliance with regulatory and security requirements. Drafts and maintains policies and standards for the corporate data management practice and align storage investments and data management policies to meet the business goals based on the information value, classification of data the Recovery Point Objective and Recovery Time Objective.

  • Supplier Relationship Management

    On behalf of a client organization, the identification and management of external suppliers to ensure successful delivery of products and services required by the business.

    Assists

    Assists in the collection and reporting on supplier performance data. Assists with the routine day to day communication between the organization and suppliers.

    Applies

    Acts as the routine contact point between organization and supplier. Collects and reports on supplier performance data.

    Enables

    Collects performance data and investigates problems. Monitors and reports on supplier performance, customer satisfaction, and market intelligence. Resolves or escalates problems. Implements supplier service improvement actions and programs. Monitors performance.

    Ensures/Advises

    Maintains a broad understanding of the commercial IT environment, how the organization sources, deploys and manages external partners and when it is appropriate to use in-house resources. Develops and manages contracts with suppliers to meet key performance indicators and agreed targets, taking account of information security of third parties. Is responsible for the liaison between the organization and designated supplier(s). Carries out benchmarking and makes use of supplier performance data to ensure that supplier performance is properly monitored and regularly reviewed. Is responsible for the management and implementation of supplier service improvement actions and programs. May be responsible for managing a discrete IT function or service in a multi-supplier environment.

    Initiates/Influences

    Influences policy and procedures covering the selection of suppliers, tendering and procurement, promoting good practice in third party management with respect to information security. Deploys highly developed commercial skills to identify external partners, engaging with professionals in other related disciplines (e.g. procurement specialists, lawyers) as appropriate. Is responsible for defining commercial communications, and the management and maintenance of the relationship between the organization and the supplier. Measures the perception about how services are delivered, how this influences the performance of the supplier and their perception of own organization’s performance. Ensures that processes and tools are in place to conduct benchmarking. Conducts supplier analysis and assesses effectiveness across the supply chain. Promotes good practice with regard to third party information security.

    Sets strategy, inspires, mobilizes

    Determines overall supplier management strategy, embracing effective management and operational relationships at all levels. Establishes a framework to monitor the service provided and ensure value for money over the lifetime of the contract. Puts in place and has overall responsibility for conformance to legislation; supply chain management; commercial governance; policies for selection of suppliers and benchmarking their performance. Represents the company in any serious disputes involving suppliers.

  • System Software

    The provision of specialist expertise to facilitate and execute the installation and maintenance of system software such as operating systems, data management products, office automation products and other utility software.

    Applies

    Uses system management software and tools to collect agreed performance statistics. Carries out agreed system software maintenance tasks.

    Enables

    Reviews system software updates and identifies those that merit action. Tailors system software to maximize hardware functionality. Installs and tests new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.

    Ensures/Advises

    Evaluates new system software, reviews system software updates and identifies those that merit action. Ensures that system software is tailored to facilitate the achievement of service objectives. Plans the installation and testing of new versions of system software. Investigates and coordinates the resolution of potential and actual service problems. Ensures that operational documentation for system software is fit for purpose and current. Advises on the correct and effective use of system software.

  • Systems Installation/Decommissioning

    The installation, testing, implementation or decommissioning and removal of cabling, wiring, equipment, hardware and appropriate software, following plans and instructions and in accordance with agreed standards. The testing of hardware and software components, resolving malfunctions found and recording the results. The reporting of details of hardware and software installed so that configuration management records can be updated.

    Contributes

    Following agreed procedures, performs simple installations, replaces consumable items, checks correct working of installations, and documents and reports on work done.

    Assists

    Installs or removes hardware and/or software, and associated connections, using supplied installation instructions and tools. Conducts tests and corrects malfunctions, calling on help from more experienced colleagues if required. Documents results in accordance with agreed procedures. Assists with the evaluation of change requests. Contributes, as required, to investigations of problems and faults concerning the installation of hardware and/or software and confirms the correct working of installations.

    Applies

    Installs or removes hardware and/or software, using supplied installation instructions and tools including, where appropriate, handover to the client. Conducts tests, corrects malfunctions, and documents results in accordance with agreed procedures. Reports details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Provides assistance to users in a professional manner following agreed procedures for further help or escalation. Maintains accurate records of user requests, contact details and outcomes. Contributes to the development of installation procedures and standards.

    Enables

    Undertakes routine installations and deinstallations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.

    Ensures/Advises

    Takes responsibility for installation projects, providing effective team leadership, including information flow to and from the customer during project work. Develops and implements quality plans and method statements. Monitors the effectiveness of installations and ensures that appropriate recommendations for change are made.

  • Testing

    Testing embraces the planning, design, management, execution and reporting of tests, using appropriate testing tools and techniques and conforming to agreed process standards and industry specific regulations. The purpose of testing is to ensure that new and amended systems, configurations, packages, or services, together with any interfaces, perform as specified, and that the risks associated with deployment are adequately understood and documented. Testing includes the process of engineering, using and maintaining testware (test cases, test scripts, test reports, test plans, etc) to measure and improve the quality of the software being tested.

    Contributes

    Executes given test scripts under supervision. Records results and reports issues. Develops an understanding of the role of testing within system development, as a tool for design improvement as well as a validation process.

    Assists

    Defines test conditions for given requirements. Designs test cases and creates test scripts and supporting data, working to the specifications provided. Interprets, executes and records test cases in accordance with project test plans. Analyses and reports test activities and results. Identifies and reports issues and risks.

    Applies

    Reviews requirements and specifications, and defines test conditions. Designs test cases and test scripts under own direction, mapping back to predetermined criteria, recording and reporting outcomes. Analyses and reports test activities and results. Identifies and reports issues and risks associated with own work.

    Enables

    Accepts responsibility for creation of test cases using own in-depth technical analysis of both functional and non-functional specifications (such as reliability, efficiency, usability, maintainability and portability). Creates traceability records, from test cases back to requirements. Produces test scripts, materials and regression test packs to test new and amended software or services. Specifies requirements for environment, data, resources and tools. Interprets, executes and documents complex test scripts using agreed methods and standards. Records and analyses actions and results, and maintains a defect register. Reviews test results and modifies tests if necessary. Provides reports on progress, anomalies, risks and issues associated with the overall project. Reports on system quality and collects metrics on test cases. Provides specialist advice to support others.

    Ensures/Advises

    Coordinates and manages planning of the system and/or acceptance tests within a development or integration project or program. Takes responsibility for integrity of testing and acceptance activities and coordinates the execution of these activities. Provides authoritative advice and guidance on any aspect of test planning and execution. Defines and communicates the test strategy for the project. Manages all test processes, including test plans, resources, costs, timescales, test deliverables and traceability. Manages client relationships with respect to testing matters. Identifies process improvements, and contributes to corporate testing standards and definition of best practice.

    Initiates/Influences

    Determines testing policy, and owns the supporting processes. Takes responsibility for the management of all testing activities within a development or integration project or program. Manages all risks associated with the testing and takes preventative action when any risks become unacceptable. Assesses and advises on the practicality of testing process alternatives. Initiates improvements to test processes and directs their implementation. Assesses suppliers’ development and testing capabilities. Determines project testing standards for all phases, influencing all parties to conform to those standards. Manages client relationships with respect to all testing matters.

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