KPI(IM Team)

Objective
SR Resolution

Process & Tools Knowledge

Quality & Audit Compliance Score

Mandate Trainings
Knowledge Sharing
Shrinkage
 KPI(IM Team)
Measurement
Must resolve SR pertaining to 12 NS TT.

(1) First mail should be initiated within 30 minutes of the incident reported and inform next level within time interval
(2) Resource will take the ownership in case of Access issue/CV site/In Progress by securing details with circle team and coordi
LOB/SAM.
(3) SR pertaining to NS TT should be resolved within 2 Hours of NS TT resolution and RFO should be sent to Customer with
resolution.
(4) Must have clear understanding of cygnet, Putty, NMS, LSI Tool, Netcool

CCU, Resolution update, FFC-RC

Completion the Mandatory training within due date.
One Needs to conduct atleast 2 training session for the team.
No. Of leaves(Planned and unplanned)
Target Weightage
Response Time (30 Minutes)
Restoration Time (30 Minutes)
Resolution Time (2 Hour)

Escalation Initiation and follow up

NS TT/SR Ownership

SR Resolution
The time interval between incident notification to GSMC operation and the Moment that a outage is reported.
The Time interval between Incident Notification to GSMC operation and untill a service is restored either via a workaround or p
Time interval between incident Notification to GSMC operation and untill the underlying cause of the incident is determined an

First mail should be initiated within 30 minutes of the incident reported and inform next level within time interval of 1 hour.
Resource will take the ownership in case of Access issue/CV site/In Progress by securing details with circle team and coordinate

SR pertaining to NS TT should be resolved within 2 Hours of NS TT resolution and RFO should be sent to Customer within 12 Ho