Competency Name: RiO : Rigor in Operations

Broad Definition:
Criteria
I Criteria for defining proficiency
vis-à-vis knowledge & skills
1.Precondition
[ Expressed as a prerequisite - in
terms of academic qualification
AND / OR industry experience
(whichever is applicable) AND / OR
relevant knowledge in any other
competency
2. Knowledge
[Expressed as Area of knowledge
and not skill, includes knowledge of
process, methodologies, concepts
and tools.]
This competency refers to the ability of an associate to learn and apply the knowledge of Application
Operations (AO) in delivery.
E0
Should have acquired E0
proficiency in Quality
Management for Delivery
competency (iQMS)
Should have the knowledge of:
E1 E2
Should have acquired E0 Should have acquired E1 proficiency
proficiency in Rigor in in Rigor in Operations (RiO)
Operations (RiO) competency competency
Should know how to: Should have the knowledge
applicable for Managers / Leaders of
(Example: ServiceNow) production support projects like:
conference call with
stakeholders

Improvement effectively

Management tools language

effectively

high quality and content

3. Experience
[Expressed as duration in months /
years wrt exposure, including
breadth & the depth of assignments;
also beyond project experience]

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3.1 Type of project experience
[Includes 'type' in the form of
implementation, end-to-end project,
support, roll outs, upgrades,
professional services, consulting
engagements AND / OR the
Number of projects AND / OR Time
spent on the project ( for e.g.., 3
consulting projects of minimum 6
months duration ; 1 roll out project
of at least 18 months]
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NA Should have the experience of Should have experience of working in
working in a production a production support project for at
support project for at least 1 least 3 years covering the following:
year covering the following:
SME in a particular technology /
Incident Resolution: domain
Resolved 10% of Sev-1 issues
Resolved 20% of Sev-2 issues Incident Resolution:
Resolved 20% of Sev-1 issues
Problem Management: Resolved 40% of Sev-2 issues
Tag incidents to problems and Led Incident Management Team
performed minor fixes resolving all types of incidents
Major Incident Management Problem Management:
(MIM) Calls: Handled 10% Own problem tickets and perform
MIM Calls code analysis for fixes
Knowledge Articles (KAs): Major Incident Management (MIM)
Written 10% of KAs Calls: Handled 20% MIM Calls
Shift Management: Been a Knowledge Articles (KAs):
Module Lead in designated Written 25% of KAs
shifts
Trainings: Own induction of New
Trainings: Conducted trainings Joinees for a particular technology /
for New Joinees or for at least domain or conducted tranings for at
20% of the Project team least 50% of the Project team
3.2 Beyond project development
experience [Includes
[1) Solutioning of proposals
2) Reviews done
3) No. of contributions made to
trainings/training material]
NA Should have conducted at
least 3 peer reviews of critical
production support activities in
a quarter
Should have been a prime contributor
in at least 1 proposal towards
solutioning and estimation of
production support projects /
programs
Should have conducted more than 3
peer reviews of critical production
support activities (IQA or EQA)

Should have conducted a PMR or

Audit of at least one production
support project / program per quarter

4. Asset Creation
[Expressed as any reusable and
deployable assets created in the
knowledge management system of
the organization]
4.1 Process frameworks defined NA NA NA
[Articulated as the process
improvement designed OR a new
process framework designed]

4.2 Tool creation NA NA NA

[Expressed as a system or function
tool designed OR created towards
improving business delivery /
learning] Should have automated at Should have automated at least 20%
4.3 Reusable & deployable assets NA
created least 10% of manual tasks in of manual tasks in production support
[Expressed as reusable and production support projects projects
deployable assets created (like
those in Mighty & Knowmax] Should have published at least 4 best
practices or improvement projects in
a year in production support projects

OR NA NA

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No. of training material created NA NA NA
[Expressed as the number of
relevant training material created
towards development of a particular
body of knowledge or skill]
5. Industry contribution
[Expressed as the contributions
made to the industry. This criteria
should be measured by
mechanisms for e.g.: TCS GEMS]
5.1 Recognized by Peers NA N/A N/A
[Expressed as the recognition given
by the peer community and should
be measured by appropriate
mechanism such as TCS GEMS]
AND/OR
Recognized by a Parent Body NA NA NA
[Expressed as the contribution
recognized by a renowned and
recognized parent body]
AND/OR
Invited as Speakers NA NA NA
[Expressed as recognition from an
external body when it extends an
invitation to the speaker to address
a recognized forum]
II Assessment / Evaluation
Methodology vis-à-vis
Proficiency Level

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1. Certification
[Expressed as achievement of
external programs - certifying a part
of the proficiency level,
Achievement of internal programs -
internal trainings attended]
Recommended Learning:
1. RiO-AO-Competency
Recommended Learning:
1. Softskill for RiO-AO Team
Members
1. Any ITIL External Certification
(Foundation or above)
Recommended Learning:
1. Softskill for RiO-AO Team Leaders

Improvement

Management tools

2. RiO-AO-Induction

from TCS context

2. Evaluation Test 1. RiO-AO-Competency - Quiz 1. RiO-AO-Competency vLAB 1. Softskill for RiO-AO Team Leaders -
[Expressed as a certification the OR topics: Quiz
individual has to achieve towards 2. RiO-AO-Induction - Quiz (Only AND
the said proficiency level. (for for Experienced Professionals / 2. SoftSkill for RiO-AO Team Leaders
eg.,Type of tests for each Lateral Recruits) AND - Workshop
proficiency should be defined-like 2. Softskill for RiO-AO Team
for E0 level it will be only self Members - Quiz
assessment, for E1 it should be AND
panel review etc)] 3. Softskill for RiO-AO Team
Members- Workshop

Version History
Project Details: #DEG
Unit: Delivery Excellence Group
Parent Project :Delivery Excellence Group1-Parent
Project Owner/GL: K Subramanian (30104)
Amendment History:
Version Defined By - Role & Group Approved By - Role & Group Facilitated by

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 Jaydeep Chakraborty (127657) K Subramanian (30104)
Delivery Excellence Group Head - Delivery Excellence
1 Krishnaiah Kolluru (153009)
Royen Fernandes (88749)
Ashley Fernandes (105060)
SnehaChowdary Mothkur (534985)
iEvolve Talent Development
31st Mar, 2016

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