MIT Infrastructure Engineer Job Description v6ist.mit.edu/sites/default/files/about/org/roles/MIT...Infrastructure Engineer Job Description December 1, 2015 – Page i For internal

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Infrastructure Engineer Job Description

December 1, 2015

Version 6 Infrastructure Engineer Job Description December 1, 2015 – Page i


Table of Contents

General Characteristics ................................................................................................ 1 Job Path ......................................................................................................................... 2 Explanation of Proficiency Level Definitions ............................................................ 16 Summary Proficiency Matrix ...................................................................................... 17 Proficiency Matrix ....................................................................................................... 18

Version 6 Infrastructure Engineer Job Description December 1, 2015 – Page 1


General Characteristics Individuals within the Infrastructure Engineer role are responsible for the operations of secure and highly available computing platforms, servers, and networks. They, install, maintain, upgrade, and continuously improve the Institute’s operating environment. They also maintain the ongoing reliability, performance and support of the infrastructure. This includes monitoring the operating environments; responding to incidents, problems and planning for growth. Individuals in this job family are also responsible for the overall operation and maintenance of the data center.

Infrastructure Engineers deploy the release of new technologies as well as design, install, configure, maintain and perform testing of PC/server operating systems, networks, and related utilities and hardware. Other responsibilities include troubleshooting problems as reported by users, supporting Web access and electronic messaging services and maintaining a secure systems environment. They also provide infrastructure solutions based on application needs and anticipated growth, install new servers and maintain the infrastructure.

Infrastructure Engineer need good communication skills and must be able to work collaboratively with clients and other technical colleagues. Individuals work across all functional areas of the Institute and use a strong customer service orientation to ensure that all service requests and incidents are resolved in a professional manner. They share their expertise and provide individual training and support. Infrastructure Engineers work with other technical staff and vendors to provide IT services to all customers and IS&T teams.



Job Path The following section is intended to serve as a general guideline for each relative dimension of project complexity, responsibility and education/experience within this role. This table is not intended for use as a checklist to facilitate promotions or to define specific responsibilities as outlined in a position description. Actual responsibilities and experiences may vary.

Title Infrastructure Engineer I Infrastructure Engineer II Infrastructure Engineer III

Dimension

Work Complexity

Maintains, monitors, and supports the infrastructure environment and/or facilities.

Works on one or more base work initiatives.

Follows defined procedures to monitor systems and resolve problems.

May support one or more systems or applications of low to medium complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.


Coordinates and works on multiple cross-functional base work initiatives and projects.

Diagnoses and resolves complex hardware, software and connectivity problems.

Supports multiple systems or applications of medium to high complexity (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.


Leads enterprise base work initiatives and projects.

Develops enhanced production monitoring and additional capability.

Defines improvements increased system reliability and performance.

Supports multiple systems or applications of medium to highly complex (complexity defined by size, technology used, and system feeds and interfaces) with multiple concurrent users, ensuring control, integrity, and accessibility.

Acts as the technical liaison between operations teams, engineers and architects, providing critical operational insight to upcoming implementations and strategies, including validation of ongoing solutions supportability.




Typical Common Core Responsibilities

Work Planning

May participate in short- term planning efforts with stakeholders and IT groups.

Participates in short- and long-term project efforts with stakeholders and IT groups.

Participates in short- and long-term planning efforts with stakeholders and IT groups.

Develops cost/time estimates. Documents discussion and

agreements. Works with project managers

to coordinate and plan project tasks and resources.

Business Requirements

May work with project teams to understand business needs.

May work with engineers to understand technical requirements.

Works with project teams to understand business needs.

Works with engineers to understand technical requirements.

Provides feedback and recommendations on requirements based on health check results.

Ensures processes and requirements are met such as backup and maintenance availability.

Communicates events to stakeholders, IT teams, and leadership.

Works with project teams to understand business needs.

Works with engineers to understand technical requirements.

Participates in business requirements meetings as needed.

Communicates events to stakeholders, IT teams, and leadership.

Design/Develop

May develop new alerts and monitoring techniques.

Integrates solutions with other applications and platforms based on engineering requirements.

Develops new alerts and monitoring techniques based on engineering requirements.

Integrates solutions with other applications and platforms based on engineering requirements.

Develops new alerts and monitoring techniques based on engineering requirements.




Develops scripted solutions and automation.

Develops scripted solutions and automation.

Coordinates development activities with other groups.

Maintenance

Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.


Develops plans to manage the frequency of appropriate support package/patch application.

Monitors database maintenance and provides appropriate recommendations, when required.

Coordinates changes across multiple systems.


Develops plans to manage the frequency of appropriate support package/patch application.

System Turnover

Performs a health check based on checklists.

Analyzes health check results and provides feedback.

Reviews support documents.

Works with engineers on the requirements and provides recommendations for improvements.

Reviews and certifies support documents.

Performance Monitoring

Monitors system-operating capacity in terms of (e.g., disk space, storage, and CPU utilization).

Monitors hardware/software activities and resource utilization for capacity planning.

Identifies problems and optimizes performance, as needed.

Escalates when appropriate.

Monitors system-operating capacity in terms of (e.g., disk space, storage, and CPU utilization).

Performs capacity workload modeling and availability analysis for a variety of platforms and environments.

May recommend changes/enhancements for improved systems

Forecasts utilization patterns and identifies modifications or upgrades.

Performs capacity workload modeling and availability analysis for a variety of platforms and environments.

Recommends changes/enhancements for improved systems availability, reliability, and performance.




Prepares performance and control reports.

availability, reliability, and performance.

Determines the required course of action to improve performance and escalates when appropriate.

Reviews performance and control reports.

Recommends settings changes to the operating system to improve performance and reliability.

Develops, maintains, recommends, documents, and supports tools and back-end utilities to provide capacity planning management.

Monitors database performance and recommends changes.

Determines the required course of action to improve performance and escalates when appropriate.

Reviews performance and control reports.

Recommends settings changes to the operating system to improve performance and reliability.

Develops, maintains, recommends, documents, and supports tools and back-end utilities to provide capacity planning management.

Monitors database performance and recommends changes.

Infrastructure Testing

Participates in testing efforts. Provides feedback on test

results.

Participates in testing efforts and coordinates feedback of test results.

Conducts testing to ensure requirements are met.

Leads or provides technical direction for the planning, designing, and execution of testing efforts.

Validates test results. Ensures that tests evaluate all

possible impacts on the current infrastructure or application.

Continuous Improvements

Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements.

Recommends performance metrics.

Analyzes and reports on operational metrics to understand performance and to

Tracks and monitors improvements to validate improvement results.

Participates in the creation and maintenance of metrics around the system and



Title Infrastructure Engineer I Infrastructure Engineer II Infrastructure Engineer III ensure success in process improvements.

Recommends and develops solutions for improvement of help desk procedures.

Identifies ways tasks can be automated.

institutes a process for continuous improvement.

Performs reviews periodically with users and vendors.

Defines and ensures continuous monitoring procedures are set according to the standard procedures and requirements.

Creates a plan to evolve the system to reduce cost and improve system dynamics.

Recommends and develops solutions for improvement of help desk procedures.

Identifies ways tasks can be automated.

Production Support

Provides Level 2 production support.

Troubleshoots problems by analyzing root causes and evaluating multiple options.

In case of failure events, notifies users and fixes the problem or escalates to senior members.

Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.

Documents problem status and resolution.


Seeks technical assistance or escalates problem, when necessary.

Documents, monitors, reports, and manages the resolution of systemic issues.

Works with Engineers, Vendors, and Architects when issues appear systemic or cannot be resolved.

Recommends procedures and controls for problem resolution or creates temporary solutions until permanent solutions can be implemented.


Coordinates problem resolution among a variety of functional areas and provides subject matter expertise support for diagnosing and resolving problems.

Recommends and may implement software or hardware changes to rectify problems or address improvement opportunities.




Documents problem status and resolution.

May implement software or hardware changes to rectify problems or address improvement opportunities.

Security

Adheres to security requirements.

Reports security issues when appropriate.

Reports security issues when appropriate and gathers required information.

Analyzes audit trails to detect systematic security violations.

Makes recommendations to improve security and participates in investigations as needed.

Ensures adherence to security requirements.

Reports security issues when appropriate and gathers required information.

Makes recommendations to improve security and participates in investigations as needed.

Ensures adherence to security requirements.

Backup and Disaster Recovery

Tests and executes backup and disaster recovery for infrastructure solutions.

Implements the plan for backup and disaster recovery for infrastructure solutions.

Participates in the design, implementation, and execution of backup and disaster recovery plan for infrastructure solutions.

Policies, Procedures, and Standards

Adheres to policies, procedures and standards.

Ensures compliance with policies, procedures and standards.

Contributes to help desk Level 1 procedures.

Ensures compliance with policies, procedures and standards.

Contributes to policies, procedures, and standards.

Service Level Agreements (SLA)

Monitors production, outputs, and services to ensure that SLAs, and other quality metrics, are being met.



Assists in developing SLAs.




Documentation/User Guides

Documents new or modified functions, modules, and test activities/results according to specified guidelines and on selected media.

Writes reviews and/or maintains technical documentation for product environments.

Ensures documentation is developed and maintained.

Ensures documentation is developed and maintained.

Assists in developing documentation for new infrastructure solutions.

Communications/Consultation

Supports and participates in the formal reporting of project status.

Supports and participates in the formal reporting of project status.

Supports and participates in the formal reporting of project status

May communicate, consult and coordinate across multiple groups.

Research/Evaluation

May evaluate future technologies and make recommendations for software and hardware upgrades.

Evaluates future technologies and makes recommendations for software and hardware upgrades.

Coaching/Mentoring

Provides technical guidance, coaching/mentoring to team members.

Provides technical guidance, coaching/mentoring to team members.

Provides input to performance management of team members.

Typical Responsibilities for IT Systems Engineers

IT Systems Administration

Installs, configures and maintains approved system hardware and software components.

Implements predetermined software or hardware changes to rectify any issues.

Collects and maintains tracking and configuration documentation and plans.

May coordinate, supervise, and validate activities.

Installs, configures and maintains and approves system hardware and software components.

Collects and maintains tracking and configuration documentation and plans.

Manages user access to systems or applications.

Generates and validates IT system baselines, including validation of documentation.

Ensures IT system security baselines are met and security improvements are implemented across the server environments.

Generates processes to ensure appropriate user privileges and access are




Manages user access to systems or applications.

Administers the set-up of new profiles, creates and updates access permissions and maintains user accounts for enterprise systems.

Administers the set-up of new profiles, creates and updates access permissions and maintains user accounts for enterprise systems.

Determines if inactive accounts should be deleted.

granted, ensuring data integrity and security is met.

Works across teams to ensure IT system upgrades and service pack deployments are implemented with minimal impact to production operation.

Recommends updates to operating systems to deliver cost benefits without reducing production performance and availability.

Analyzes data from monitoring activities and define comprehensive, system wide improvements.

Monitors performance and proactively identifies uptime issues, making recommendations for eliminating those issues.

Actively monitors and publishes the availability plan discussing the ability of the IT infrastructure to meet the availability requirements of the business.

Works with vendors and architects to understand their technology roadmaps

Develops plans to adopt new technology.

Typical Responsibilities for IT Network/Telecom Infrastructure Engineers




Network/Telecom Administration

Installs, configures, and maintains approved telecom/network hardware and software components.

Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols.

Implements predetermined telecom/network software or hardware changes.

Establishes WAN, LAN, device profiles, device environments, directories, and security for networks being installed.

Provides support for connectivity or related network/communication issues for the user community.

Monitors installed network and telecom equipment.

Monitors ticketing queue and responds to service requests or incidents.

Coordinates installation and maintenance work with outside vendors as needed.

Issues and maintains IP addresses and host names for end user machines.

Installs, configures, and maintains approved telecom/network hardware and software components.

Maintains structured cabling systems, telecom systems, WAN, LAN, Cellular/DAS, Wireless Networks and local Internet, remote access, VPNs, and connectivity protocols.

Analyzes and implements network software or hardware changes.

Establishes WAN, LAN, Wireless device profiles, device environments, directories, and security for networks being installed.

May validate voice network configurations.

Analyzes and resolves issues related to facilities bandwidth requirements and capacity planning.

Monitors facilities bandwidth requirements and schedules requests for additional bandwidth.

Adjusts bandwidth on a daily or weekly basis.

Provides support for connectivity or related network/communication issues for the user community.

Generates and validates network/telecom system baselines, including validation of documentation.

Ensures network/telecom system security baselines are met and security improvements are implemented across the LAN/WAN environments.

Generates processes to ensure appropriate WAN, LAN, device privileges and access are granted, ensuring data integrity and security is met.

Works across teams to ensure network/telecom system upgrades and service pack deployments are implemented with minimal impact to production operation.

Recommends implementation of updated network/telecom systems to deliver cost benefits without reducing production performance and availability.

Analyzes data from monitoring activities and defines comprehensive, system wide improvements.

Adjusts bandwidth on routine basis and provides input to capacity planning activities.

Monitors Technology Component Performance or LAN, WAN, Wireless, DAS/telecom system.




Monitors installed network and telecom equipment.

Monitors ticketing queue and responds to service requests or incidents.

Issues and maintains IP addresses and host names for end user machines.

Installation needs assessment for small to mid-size network/telecom projects, coordination and oversight of contractors and vendors for structured cabling systems, wired and wireless networks.

Produces and publishes the availability plan; discussing the ability of the IT infrastructure to meet the availability requirements of the Institute.

Provides installation needs assessment, design, estimating, space negotiations, project management and oversight of contractors and vendors for large-scale structured cabling systems including wired and wireless networks, cellular and DAS.

Typical Responsibilities for Information Security Engineers

Information Security Administration

Administers and maintains firewalls, and performs intrusion detection analysis.

Ensures all necessary network security updates, patches, and preventive measures are in place.

Performs system and application vulnerability scanning.

Manages and monitors system updates for in scope security systems.

Works with Information Security, where needed, in assessing systems.


Coordinates, supervises, and validates activities.

Leads the administration and maintenance of firewalls, performs intrusion detection analysis.

Ensures all necessary network security updates, patches, and preventive measures are in place.

Manages and monitors system updates for in scope security systems.

Reports on security updates, patching, and antivirus applications.




Title Infrastructure Engineer I Infrastructure Engineer II Infrastructure Engineer III Troubleshoots basic

issues/problems; account lockouts, file share access, application access.

Reports security events when appropriate.

Adheres to information security requirements, policies, and standards.

Collates security incident and event data to produce monthly exception and management reports.

Reports unresolved information security exposures, misuse of resources or noncompliance situations using defined escalation processes.

Implements remediation required by audits/assessments, and documents exceptions as necessary.

Works with Information Security, where needed, in investigations and/or audits/assessments of systems.

Reports security events when appropriate.

Implements or coordinates remediation required by audits/assessments, and document exceptions as necessary.

Ensures information security requirements are adhered to.

Typical Responsibilities for IT Storage Engineers

IT Storage Administration

Administers SANs. Installs and configures new

storage systems. Maintains and controls the tape

library.

Administers SANs. Executes capacity

management for systems. Installs and configures new

storage systems. Defines process for disk

space provisioning. Executes disk space

provisioning. Monitors and reports on disk

performance and utilization.

Defines and ensures implementation of data replication and business continuity processes.

Analyzes storage system behavior and baselines to resolve complex IO problems.

Recommends storage system layouts according to data usage behaviors and criticality.




Administers archival activities such as installing, upgrading, configuring, and scheduling and monitoring jobs.

Coordinates data replication procedures.

Maintains and controls the tape library and manages the shipment and transporting of tapes.

Validates and executes disk space provisioning process.

Analyzes data from monitoring activities and define comprehensive, system wide improvements.

Typical Responsibilities for Facilities Engineers

Facilities Management

Performs day-to-day operations for various facilities, including routine maintenance requests for the wired and wireless networks in the buildings, coordinates construction/demolition activity, and service requests.

Implements space initiatives, including realignments of business functions and routine move/add changes to structured cabling systems.

Performs activities relating to site safety and security, disaster recovery, and business continuity planning.

Performs day-to-day operations for various facilities, including routine maintenance requests for the wired and wireless networks in the building, coordinates construction/demolition activity, and service requests.

Implements space initiatives, including realignments of business functions and routine move/add changes.

Performs activities relating to site safety and security, disaster recovery, and business continuity planning.

Maintains location specific facility systems which include data center equipment, identification system, and electronic security access.

Administers card access for employees, contractors, and vendors to ensure proper and

Oversees all aspects of the data center's critical physical infrastructure.

Coordinates implementation of space initiatives, including realignments of business functions and routine move/add changes.

Administers card access for employees, contractors, and vendors to ensure proper and adequate access to the general office space and limited access area areas

Ensures that all work performed within the space is done to high quality and without impact to internal/external customers.

Engages in improvement projects, often requiring reaching out to a variety of support teams, and drives



Title Infrastructure Engineer I Infrastructure Engineer II Infrastructure Engineer III adequate access to the general office space and limited access area areas.

them from conception to completion.

Coordinates daily with a multitude of third-party vendors ensuring adherence to contracted SLAs.

Manages contracted services with external vendors.

Works with management on location specific budgets, forecasts, and monthly expenses.

Routinely operate as the afterhours on-call Data Center Facility Manager for the data center which includes responding to any issues within the data centers and managing the investigation, mitigation, and recovery of the issue(s).

Typical Education/Experience

Education/Experience for Administration Coordinator

Associate’s degree or technical institute degree/certificate or equivalent work experience.

Typically requires 1-2 years of relevant information technology experience.

Requires basic knowledge of various infrastructure solutions.

Bachelor’s degree or technical institute degree/certificate or equivalent work experience.

Typically requires 3-5 years of relevant experience deploying and/or administrating infrastructure solutions

Relevant certification is preferred.

Requires strong knowledge and experience with multiple infrastructure solutions

Bachelor’s degree or technical institute degree/certificate or equivalent work experience.

Typically requires 5 or more years of relevant experience deploying and/or administrating infrastructure solutions

Relevant certification is preferred.

Requires strong knowledge and experience with multiple infrastructure solutions




Education/Experience for Facilities Coordinator

Knowledge in the technical aspects of facilities, such as heating, ventilation, and air conditioning (HVAC); electrical; plumbing; telecommunications; structural; grounds; custodial; and security systems.

Typically requires 3-5 years of experience in facilities, space planning, and/or lease agreements.

Working knowledge in the technical aspects of facilities, such as heating, ventilation, and air conditioning (HVAC); electrical; plumbing; telecommunications; structural; grounds; custodial; and security systems.

Typically requires 5 or more years of experience in facilities, space planning, and/or lease agreements.

Broad scope of knowledge in the technical aspects of facilities, such as heating, ventilation, and air conditioning (HVAC); electrical; plumbing; telecommunications; structural; grounds; custodial; and security systems.

Knowledge of the principles of risk management.

Requires 2 or more years of demonstrated leadership experience.

Demonstrated knowledge of building/facility management, equipment/furniture systems, facility planning, and space management.



Explanation of Proficiency Level Definitions Proficiency scale definitions are provided to help determine an individual’s proficiency level in a specific competency. The rating scale below was created as a foundation for the development of proficiency level definitions used for assessments.

Being Developed: (BD) Demonstrates minimal use of this competency; limited knowledge of subject matter area; needs frequent assistance and close supervision for direction. Currently developing competency.

Basic: (B) Demonstrates limited use of this competency; basic familiarity of subject matter area; needs additional training to apply without assistance or with frequent supervision.

Intermediate: (I) Demonstrates working or functional proficiency level sufficient to apply this competency effectively without assistance and with minimal supervision; working/functional knowledge of subject matter area.

Advanced: (A) Demonstrates in-depth proficiency level sufficient to assist, consult to, or lead others in the application of this competency; in-depth knowledge in subject matter area.

Expert: (E) Demonstrates broad, in-depth proficiency sufficient to be recognized as an authority or master performer in the applications of this competency; recognized authority/expert in subject matter area.

As you complete the competency assessment, read all of the proficiency level definitions for a competency (provided in the next section) and select the one that is most characteristic of the demonstrated performance. If more than one definition is descriptive, select the highest level that is typically exhibited.



Summary Proficiency Matrix

The chart provides a summary of proficiency ratings.

Title Infrastructure Engineer I

Infrastructure Engineer II

Infrastructure Engineer III

Competencies

Adaptability: Demonstrates flexibility within a variety of changing situations while working with various individuals and groups. Changes own ideas or perceptions in response to changing circumstances. Alters standard procedures when necessary, and multi-tasks as required.

B I A

Analytical Thinking: Able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision making process.

B I A

Communications for Results: Expresses technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and reinforces words through empathetic body language and tone.

B I I

Information Seeking: Gathers and analyzes information or data on current and future trends of best practice. Seeks information on issues impacting the progress of organizational and process issues. Translates up to date information into continuous improvement activities that enhance performance.

BD B I

Initiative: Voluntarily takes the first steps to identify and address existing and potential obstacles, issues, and opportunities.

B I A

Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions.

BD B I

Teamwork: Collaborates with other members of formal and informal groups in the pursuit of common missions, vision, values and mutual goals. Places team needs and priorities above personal needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others' contributions and achievements.

B I A

Thoroughness: Demonstrates attention to detail and accuracy. Defines and organizes tasks, responsibilities and priorities. Takes responsibility for timely completion.

B I A



Proficiency Matrix The following charts illustrate proficiency levels for each competency.




Competencies

Adaptability: Demonstrates flexibility within a variety of changing situations while working with various individuals and groups. Changes own ideas or perceptions in response to changing circumstances. Alters standard procedures when necessary, and multi-tasks as required.

Being Developed (BD): Recognizes and responds appropriately to new or changing situations. Adjusts priorities to meet changing demands. Determines when whether or not others' points of view are reasonable or valid.

Basic (B): Listens to others' opinions and acknowledges the value of difference. Maintains flexibility and attempts new approaches as needed to accomplish objectives. Able to multi-task effectively. Adjusts to changing priorities. Readily adopts new procedures and technology.

Intermediate (I): Handles multiple projects and duties simultaneously, prioritizing as needed. Devises flexible approaches that are easily adopted by all levels and types of people. Works creatively to respond to a specific situation. Quickly resolves new challenges in a changing environment. Interprets the spirit of a policy to meet business goals and client needs. Respects and responds sensitively to others’ reluctance to change. Fosters flexibility through cross-training and developmental work assignments.

Advanced (A): Calmly takes control of high-pressure situations. Maximizes the output of limited resources. Shifts tactics and redefines organizational priorities. Implements new practices when original approach and assumptions are no longer valid. Conducts transition planning and fosters employee involvement. Manages high-level milestone accomplishments across multiple change activities. Recommends large-scale change interventions.

Expert (E): Demonstrates resilience and applies contingency plans in the face of significant obstacles. Assesses and redefines strategies as needed to adapt in a dynamic environment. Manages change and minimizes stress by developing techniques or plans activities in advance. Takes a visible role in leading and sponsoring the successful transition of structure and resources, and increases in productivity. Invests in people through communication and education. Provides clarity of the need for change and benefits to all. Applies best leadership practices and managerial techniques to drive significant change initiatives.






Analytical Thinking: Able to breakdown raw information and undefined problems into specific, workable components that in-turn clearly identifies the issues at hand. Makes logical conclusions, anticipates obstacles and considers different approaches that are relevant to the decision making process.

Being Developed (BD): Gathers and links data. Reviews for non-conformity and gathers further information in response to routine problems. Identifies direct cause and effect relationships. Breaks down tasks and problems into manageable components. Solicits guidance as needed to assess importance and urgency. Escalates issues of a non-routine nature as needed.

Basic (B): Collates and reports information. Solicits guidance to define criteria and assign values of importance and urgency. Sorts information in order of importance. Investigates to define problems more accurately. Identifies trends and exceptions. Identifies relationships and linkages between components. Identifies variable potential causes and effects. Escalates issues of an exceptional nature.

Intermediate (I): Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Advanced (A): Determines criteria for assessing issues and opportunities. Establishes clear goals and priorities needed to assess performance. Identifies relationships and linkages between different information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Establishes clear goals and priorities. Anticipates potential problems and develops solutions needed to resolve them. Systemically analyzes relationships between apparently independent problems and issues. Reviews and cross-reviews reports. Identifies trends as well as isolated events. Translates analytical reports into management presentations, and provides guidance to resolve issues. Anticipates the possible outcome of potential solutions. Identifies areas of significant concern or opportunity. Probes and initiates research to identify critical problems.






Expert (E): Establishes strategic goals and enterprisewide priorities. Uses techniques of advanced business and organizational analysis to identify and assess problem definitions and potential solutions, and compares and contrasts them against predetermined criteria. Creates framework for reviewing large volumes of unorganized data. Probes for and points to subtle and unclear relationships in highly complex matters and evaluates the merit of problem definitions and potential solutions. Anticipates the possible outcome of potential solutions. Systemically identifies and resolves complex enterprisewide issues, while educating senior leaders as to their solution.






Communications for Results: Expresses technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing. Listens attentively and reinforces words through empathetic body language and tone.

Being Developed (BD): Speaks and writes to peers in ways that support transactional activities. Shares information and asks questions prior to taking action.

Basic (B): Converses with and writes to peers in ways that support transactional and administrative activities. Seeks and shares information and opinions. Explains the immediate context of the situation, asks questions with follow-ups, and solicits advice prior to taking action.

Intermediate (I): Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inter-related situations, asks probing questions, and solicits multiple sources of advice prior to taking action.

Advanced (A): Converses with, writes reports and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple inter-related situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations.

Expert (E): Converses with, writes strategic documents and creates/delivers presentations to internal business leaders and as well as external groups. Leads discussions with senior leaders and external partners in ways that support strategic planning and decision-making. Seeks a consensus with business leaders. Debates opinions, tests understanding and clarifies judgments. Identifies underlying differences and resolves conflict openly and empathetically. Explains the context of multiple, complex inter-related situations. Asks searching, probing questions, plays devil's advocate, and solicits authoritative perspectives and advice prior to approving plans and recommendations.






Information Seeking: Gathers and analyzes information or data on current and future trends of best practice. Seeks information on issues impacting the progress of organizational and process issues. Translates up to date information into continuous improvement activities that enhance performance.

Being Developed (BD): Asks questions and solicits procedural information that explains how day-to-day tasks are conducted. Collates facts and data. Checks and monitors progress of activities in area of responsibility. Seeks out the appropriate people for guidance when needed to get things done.

Basic (B): Seeks information on both formal and informal processes. Uses appropriate tools, techniques and sources to gather, update and monitor information. Checks for accuracy of interpretation. Seeks out the appropriate people for guidance when needed depending on the type of issue.

Intermediate (I): Utilizes a variety of information and data sources pertaining to organizational and professional trends. Checks the source for omission and accuracy. Identifies the sources that are appropriate for specific types of information. Checks for bias and omission. Seeks out the appropriate people to approach for guidance either formally or informally depending on the type of issue. Links information in a lateral as well as linear manner. Finds hidden data. Relates and manipulates data from various sources to create a fuller picture. Investigates and uncovers root causes of a problem or issue.

Advanced (A): Researches organizational and professional trends. Networks internally and externally on areas of interest and concern. Evaluates sources, and collates and compares findings for bias, omission and accuracy. Conducts objective analysis. Prioritizes information by source. Monitors systematically. Deploys resources (time, people, and systems) to ensure timely management reporting. Reviews and determines need for corrective action and/or business opportunities.

Expert (E): Studies environmental, business and technological trends and forecasts. Networks among thought leaders and strategic influencers. Differentiates data sources for validity, reliability and credibility. Tracks and synthesizes systemic benchmarking trends. Evaluates composite information in relation to its impact on decision-making and strategic implications. Sets expectations for and reviews management and key stakeholder reports. Assesses validity of business strategy recommendations against trend data. Steers senior leadership toward making informed, sound strategic decisions.






Initiative: Voluntarily takes the first steps to identify and address existing and potential obstacles, issues, and opportunities.

Being Developed (BD): Volunteers to undertake activities within his or her capability. Asks questions and gathers information prior to taking on new tasks. Seeks help where challenged in trying something new.

Basic (B): Volunteers to undertake tasks that stretch his or her capability. Identifies who can provide support and procures their input. Identifies problems and acts to prevent and solve them.

Intermediate (I): Seeks out new challenges that require risk taking. Determines the resources, team support, and technical needs necessary to enable success and procures them. Keeps responding to the challenge in spite of obstacles and setbacks.

Advanced (A): Describes future scenarios and related opportunities. Plans potential responses involving resource holders, peers, processes, and technology. Leads a timely response, seeking internal/external advice and consultation and sustains progress through uncharted territories. Expert (E): Integrates future and conflicting scenarios and opportunities. Directs planning for potentially significant outcomes and contingency plans. Identifies areas of high risk. Procures significant commitment of organizational resources, involving resource owners, organizational leaders, core business processes, and technologies. Leads step-by-step long-term responses, seeking and evaluating input from authoritative sources. Sustains progress in unprecedented strategic directions while maintaining superior ongoing performance.






Problem Solving: Anticipates, identifies and defines problems. Seeks root causes. Develops and implements practical and timely solutions.

Being Developed (BD): Asks questions and looks for data that helps to identify and differentiate the symptoms and root causes of every day, defined problems. Suggests remedies that meet the needs of the situation and those directly affected. Escalates issues appropriately.

Basic (B): Investigates defined issues with uncertain but limited cause. Solicits input in gathering data that help identify and differentiate the symptoms and root causes of defined problems. Suggests alternative approaches that meet the needs of the organization, the situation, and those involved. Escalates issues with suggestions for further investigation and options for consideration.

Intermediate (I): Applies simple problem-solving methodologies to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Advanced (A): Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Gains support and buy-in for problem definition, methods of resolution, and accountability.

Expert (E): Anticipates long-term problem areas and associated risk levels with objective rationale. Uses formal methodologies to forecast trends and define innovative strategic choices in response to the potential implications of multiple integrated options. Generates and solicits the approval of senior leadership prior to defining critical issues and solutions to unclear, multi-faceted problems of high risk which span across and beyond the enterprise.






Teamwork: Collaborates with other members of formal and informal groups in the pursuit of common missions, vision, values and mutual goals. Places team needs and priorities above personal needs. Involves others in making decisions that affect them. Draws on the strengths of colleagues and gives credit to others' contributions and achievements.

Being Developed (BD): Participates willingly by supporting team decisions, assisting other team members, and doing his/her share of the work to meet goals and deadlines. Informs other team members about client-related decisions, group processes, individual actions, or influencing events. Shares all relevant and useful information.

Basic (B): Takes initiative to actively participate in team interactions. Without waiting to be asked, constructively expresses own point of view or concerns, even when it may be unpopular. Ensures that the limited time available for collaboration adds significant customer value and business results.

Intermediate (I): Actively solicits ideas and opinions from others to quickly accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Advanced (A): Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the “right people,” despite location or functional specialty, in the team by matching individual capabilities and skills to the team’s goals. Works with a wide range of teams and readily shares lessons learned.

Expert (E): Identifies and improves communication to bring conflict within the team into the open and facilitate resolution. Openly shares credit for team accomplishment. Monitors individual and team effectiveness and recommends improvement to facilitate collaboration. Considered a role model as a team player. Demonstrates high level of enthusiasm and commitment to team goals under difficult or adverse situations; encourages others to respond similarly. Strongly influences team strategy and processes.






Thoroughness: Demonstrates attention to detail and accuracy. Defines and organizes tasks, responsibilities and priorities. Takes responsibility for timely completion. Being Developed (BD): Applies attention to detail to routine tasks defined in formal, written procedures and oral instructions. Seeks guidance on the quality and the degree of completion required for completing new tasks. Reprioritizes, as new deadlines are set. Responds constructively to customer feedback on task output.

Basic (B): Performs tasks according to quality and output standards. Takes initiative to ensure that outcomes meet internal and external customer requirements. Solicits feedback on performance in new tasks. Measures accuracy using performance metrics. Sets improvement standards to reduce errors, omissions and oversights.

Intermediate (I): Demonstrates operational agility. Uses organizational systems that result in multiple critical activities to be identified and completed on time. Renegotiates priorities as necessary. Puts systems in place and uses them to monitor and detect errors and problems. Tests and inspects outputs, and applies quality checks prior to work submission.

Advanced (A): Identifies potential areas of conflicting priorities and vulnerability in achieving standards. Reviews department's progress against established goals, objectives, service level targets and project milestones. Supports others in achieving deliverables by efficiently allocating resources and providing common organizing systems, techniques and disciplines. Maintains a proactive work review and approval process prior to assignment completion. Solicits internal and external customer evaluation of performance and devises measures for improvement.

Expert (E): Sets the vision, defines the value and acts as role model for creating a culture that sets superior standards and delivers on time and on budget. Agrees upon service level and project expectations with senior leaders. Reviews enterprise's progress against established goals, objectives, service level targets and project milestones. Devises strategies for delivering large-scale projects on time. Proactively conducts business review meetings for reprioritization of resources and taking corrective action to respond to strategic initiatives. Holds self and leadership team members accountable for achievements, publicly recognizing successes. Identifies areas of potential vulnerability in achieving strategic business drivers. Supports the enterprise in achieving deliverables by investing in world-class organizational processes.



Any questions regarding this Report should be addressed to: Diana Hughes Director of HR and Administration Information Systems and Technology Massachusetts Institute of Technology (617) 253-6205 [email protected]