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SMART Objective #1

Objective Support the handover of the ESB platform to the development team and contribute to infrastructure cost optimization, ensuring a clear transition path by end of cycle.

Planned Output • Support infrastructure cost optimization by assisting with resource consolidation, removal of unnecessary servers, and migration to Proxmox to reduce operational costs. • Collaborate with the development team to define and document the ESB handover process, covering infrastructure scope, responsibilities, and transition milestones. • Contribute to the migration of remaining API endpoints and post-migration infrastructure definition in coordination with the development team. • Ensure all prerequisites for removing ESB from the support catalog are identified, tracked, and progressed toward completion.

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SMART Objective #2

Objective Operational & Service Excellence

Planned Output • In line with the service delivery agreement, ensure levels of operational support meet or exceed agreed service level target - Resolution of Incidents WO on target no less than 95% - Resolution of RFS WO on target no less than 90% - Meet or exceed the targeted service availability (applications/DBs) and uptime of 99.90 % in all supported production components maintained and supported by the unit. • Operate within the ISO 20000 framework • Participate in “On Call” processes as per the unit schedule.

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SMART Objective #3

Objective Compliance with AOM standards

Planned Output • Time recording on a monthly basis before the end of the month • Follow routine operation of service controls (Preventive maintenance plan) • Tracking of Unite/Premier Support cases open by s/m • Produce and update documentation related to supported services • Operate and align to any changes of the UNICC and customer SMS

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Objective Increase the AOM Unit versatility and capability in services provided by the Unit • Participate in at least 3 internal knowledge transfer sessions arranged for all unit members. • Each unit member produces at least one new step-by-step support procedure instruction document

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Description

Link To Unlinked Team Objective SMART #1: Support the handover of the ESB platform to the development SMART #2: Operational & Service Excellence SMART #3: Compliance with AOM standards Moving forward in a changing environment (mandatory) Technical Competence (mandatory) Overall Attitude at Work (mandatory) Teamwork (mandatory) Respecting and Promoting Individual and Cultural Differences (mandatory) Communication (mandatory)

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