Question

If you managed the Systems Support group, what would you expect/demand from the Project team upon transition of the project to your group? List/explain at least 3 topics.

Answer 1

Being the manager of the system support group, here are few things that need to taken care or I would rather expect these things from my team members:

• Proper Mailing communication: Communication is always an important thing particularly when you are managing a support or maintenance project. So, through proper communication it is always easy to to keep the track of the progress regarding the particular issue. I can even issue Jira ticketing tool to update the progress of the issue happened to it.
• Figuring out the root cause: Second important thing is that figuring out the root cause of the issue. This is very important for the project to solve the issue when working for the support project. This will help in fixing the issue easily and even helps the team to have proper knowledge regarding the cause of the issue.
• Saving the SLA: For a support project, Service level Agreement is always an important thing that needed to be considered. You can't allow to breach a SLA, so you must make sure your team is active enough to at least receive the issue and acknowledge the issue. This will help your business to fix the issue as soon as possible.