transnational skill standards - nsdcindia.org mapping descriptions indian qp title product...

TRANSNATIONAL SKILL STANDARDS FOR TELECOM SECTOR SKILL COUNCIL

Transnational Skill Standards

Product Specialist Engineer REFERENCE ID: TEL/Q6204


Mapping for Product Specialist (TEL/Q6204) with UK Qualification in Telecom Sector/UK NOS (ESKITP903301)

Link to Indian Qualification Pack: http://www.nsdcindia.org/sites/default/files/files/Product-Specialist-Engineer.pdf

Link to UK Qualification: http://nos.ukces.org.uk/PublishedNos/ESKITP903301.pdf

Section I: NOS Mapping of Product specialist Engineer with the Installation, Implementation and Handover of Network Infra Services in UK Qualification.

NOS Mapping: A Summary Indian NOS

Code Indian NOS UK NOS Code UK NOS Remarks, if any

TEL/N6215

Rectify critical faults

ESKITP903301

Installation, Implementation and Handover of Network Infra Services

One UK NOS cover three Indian NOS

TEL/N6216

Assist in upgrades and technology roll out

TEL/N6217

Train field team and customers

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Section II: Compares the competencies in Indian NOS with those of UK NOS.

NOS Mapping Descriptions

Indian QP Title Product specialist UK Qualification Installation, Implementation and Handover of Network Infra Services (level 3)

Indian QP Code TEL/Q6204 UK Qualification Code ESKITP903301

Indian NOS Code Rectify Critical Faults

UK NOS Code Installation, Implementation and Handover of Network Infra Services

Indian NOS TEL/Q6215 UK NOS ESKITP903301

Scope

The role involves supporting rectification of critical, emergency and other escalated faults pertaining to own responsibility area

Overview

This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may

2


Scope

Overview

also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the associate professional network design role (9033) is primarily focussed on the installation, implementation and handover of network infrastructure including support to staff, users and suppliers.

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Competency Mapping

Performance Criteria - Indian NOS

Performance Criteria - UK NOS Gaps in Indian NOS

Respond to fault Escalations

You must be able to: PC1. ensure timely handling of customer/ field queries

You must be able to: P7. provide support to staff and users of the network infrastructure throughout the organisation in line with organisational procedures

None

PC2. obtain all alarm information and determine alarm severity, SLAs and the affected network elements by collating all the information

P8. undertake network fault investigations and remediation in a range of network environments in line with organisational procedures

None

PC3. ensure understanding of nature of alarm, and provide information to/ seek advice from relevant parties as required


None

Conduct remote testing and fault Diagnoses

PC1. utilize company specific technical database to identify the root cause of fault and determine corrective steps


None

PC2. in case details are not available in technical database isolate the root cause of fault by conducting appropriate remote diagnostic tests like remotely


None

PC3. determine the options to rectify the fault and confirm with supervisors if required


None

PC4. refer equipment manual and other vendor specific material to identify fault rectification steps if required


None

4




Rectify faults in coordination with the field engineers

PC1. provide clear and concise instructions to field staff to facilitate all repair efforts and observe full implementation of the advice

P7. provide support to staff and users of the network infrastructure throughout the organisation in line with organisational procedures

None

PC2. monitor the progress of the network repair effort to ensure compliance to timelines of the ticket

P6. regularly measure, monitor and report on quality of the new agreed network services to ensure they are meeting service level agreements

None

PC3. ensure rectification of network problem/ fault within the alarm SLAs


None

PC4. escalate unresolved faults/ instances of delays in resolution to higher authorities/ specialists

P10.communicate the results of network fault investigations and remediation activities to managers and other stakeholders in line with organisational procedures

None

PC5. monitor relevant alarms in co-ordination with NOC team to confirm effectiveness of the rectification process


None

Report & Record

PC6. notify all relevant parties of the results of the fault rectification status

P10. communicate the results of network fault investigations and remediation activities to managers and other stakeholders in line with organisational procedures

None

5




PC7. prepare fault report and forward root cause analysis to the customers

P9.document network fault investigations and remediation activities in line with organisational procedures

None

PC8. identify other documentation to be completed relating to one’s role and follow reporting procedures as prescribed by the company


None

PC9. ensure that all documents are available to the appropriate authorities for review and reference


None

Knowledge and understanding

A. Organisational context

You need to know and understand: KA1. risk and impact of not following defined procedures/work instructions

You need to know and understand: K8.the potential implications of systems installation, implementing and handover deliverable being incorrect, incomplete, inadequate and/or inappropriate

None

KA2. escalation matrix for reporting identified incidents, troubles and/ or emergencies e.g. system failures ,fire and power failures

K10.the importance of ensuring that agreed network integrity, security and disaster recovery requirements are in place during systems installation, implementation and handover activities

None

KA3. SHE and OHS guidelines and regulations as per company’s norms

K2.the range of industry standard network layouts and software

None

B. Technical Knowledge

KB3. network topology like ring structure, daisy chain structure and their traffic handling capabilities and characteristics

K4.the principles of networking, protocols and associated technologies (this should include the latest published versions of the OSI layer model, IP, TCP/IP, routing and switching, WANs and LANs)

None

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KB4. functionality and working intricacies of equipment like BTS, BSC, MSC, MGW, HLR, SDP and their software versions – for own responsibility area

K1.the different types of networks for data, voice and other services

None

KB6. detailed product specific knowledge


None

KB7. knowledge of IP based network - IP back-hauling and IP networking

K4.the principles of networking, protocols and associated technologies (this should include the latest published versions of the OSI layer model, IP, TCP/IP, routing and switching, WANs and LANs)

None

KB8. knowledge of Network Monitoring System

K11.how to undertake network fault investigations and remediation activities on a range of network types

None

KB9. standard fault-finding (troubleshooting) techniques


None

KB10. knowledge of alarm types, resolution and remedy SLAs and escalation matrix

K14.different types and levels of support of the network infrastructure required by users

None

KB11. implications for non-response to tickets within defined SLAs

K8.the potential implications of systems installation, implementing and handover deliverable being incorrect

None

7




Indian QP Code TEL/Q6204 UK Qualification Code ESKITP903301

Indian NOS Code Assist in upgrades and technology roll out


Indian NOS TEL/Q6216 UK NOS ESKITP903301

Scope

The role involves assisting field teams in critical upgrade and new technology roll-out activities pertaining to own responsibility area. It is critical to ensure timely response to the change order and effectiveness of the change implemented.

Overview

This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes the form of investigation and resolution of incidents for the network infrastructure. It may

8


Scope

Overview

also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the associate professional network design role (9033) is primarily focussed on the installation, implementation and handover of network infrastructure including support to staff, users and suppliers.

9


Competency Mapping



Determine availability of new upgrade/ technology and develop implementation plan

You must be able to: PC1. maintain list of upgrades available and their due dates for implementation

You must be able to: P3.undertake systems upgrades to network hardware, software and operating systems in line with organisational standards

None

PC2. determine impact of upgrade on existing hardware as per upgrade release note

P3.undertake systems upgrades to network hardware, software and operating systems in line with organisational standards

None

PC3. assess need for additional/ new hardware support as per upgrade requirements and ensure availability of appropriate spare hardware


None

PC4. develop implementation plan and identify dependencies


None

PC5. assess the potential impact of the proposed plan on customers and network and plan for possible outage or deferral of plan


None

PC6. intimate the customers in case of non-service impacting change and obtain required approvals in case the change is expected to be service impacting

P2.follow organisational transition and deployment plans in order to deliver upgrades to network infrastructure in line with organisational requirements

None

Pre-testing of upgrades/ new technology

PC1. ensure testing of upgrades in test environment (test bed) prior to their rollout


None

PC2. identify parameters based on which success of upgrade

P3.undertake systems upgrades to network hardware, software

None

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results would be measured and operating systems in line with organisational standards

PC3. ensure test results are verified and documented

P4.document network infrastructure upgrades and changes in accordance with organisational procedures

None

PC4. ensure development of back-out plan in case of emergency/ failure during and post upgrade activity


None

Implement upgrades/new technology rollouts and perform post testing

PC1. undertake implementation of upgrade/ new technology in live environment as per the manual or other technical documentation available

P2.follow organisational transition and deployment plans in order to deliver upgrades to network infrastructure in line with organisational requirements

None

PC2. ensure continuous monitoring of the activities and notify change requestor/ NOC team in case any problems are encountered

P6.regularly measure, monitor and report on quality of the new agreed network services to ensure they are meeting service level agreements

None

PC3. test effectiveness of upgrade activity to ensure that the results are in line with expectations


None

PC4. abort change and implement contingency/ back-out plan should the change plan not be realised without major disruption to network


None

PC5. ensure compliance with the defined SLA for carrying out changes and in case of emergency request customer for extension of period


None

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PC6. utilize spares if required, and send faulty equipment for repair and replacement

P1.install and configure network components, including switches, routers and firewalls in line with organisational standards

None

PC7. monitor network alarms and functionality in co-ordination with the NOC team to confirm effectiveness of the change process


None

Report & Record PC1. ensure all relevant parties (including NOC team, other supervisors) are notified of the results of the activity

P10.communicate the results of network fault investigations

and remediation activities to

managers and other stakeholders in line with

organisational procedures

None

PC2. ensure that documents that are required to be updated are identified and updated


None

PC3. ensure that documents are available to all appropriate authorities to inspect

P10.communicate the results of network fault investigations and remediation activities to managers and other stakeholders in line with organisational procedures

None

Knowledge and understanding;

B. Technical Knowledge You need to know and understand: KB1. network topology like ring structure, daisy chain structure and their traffic handling capabilities and characteristics

the principles of networking, protocols and associated technologies (this should include the latest published versions of the OSI layer model, IP, TCP/IP, routing and switching, WANs and LANs)

None

KB2. parameters based on which success of upgrade activity would be tested

how to optimise network performance following installation

None

KB8. standard fault-finding how to undertake network fault None

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(troubleshooting) techniques investigations and remediation activities on a range of network types

13




Indian QP Code TEL/Q6204

UK Qualification Code ESKITP903301

Indian NOS Code Train field team and customers


Indian NOS TEL/Q6217

UK NOS ESKITP903301

Scope

Train field team and customers on new product, technology and upgrade in own responsibility area implemented.

Overview

This sub-discipline Network Support (903) is concerned with the competencies required for network operations and support to ensure the ongoing availability of IT services, systems and assets. It includes the primary installation, implementation and optimisation of Network hardware and software. Network support can expect to support not only the users of the systems but also to the service delivery functions. Support normally takes

14


Scope

Overview

the form of investigation and resolution of incidents for the network infrastructure. It may also include monitoring of performance and security. Solutions to incidents and problems may be provided through advice, training, provision of new services, fault correction and other work around or modifications to the infrastructure. Working in the associate professional network design role (9033) is primarily focussed on the installation, implementation and handover of network infrastructure including support to staff, users and suppliers.

15


Competency Mapping



Carry out trainings for the field teams

PC1. deliver trainings on all new products and upgrades in own responsibility area to all impacted technical staff and customers if required

P7.provide support to staff and users of the network infrastructure throughout the organisation in line with organisational procedures

None

PC2. ensure technical staff and customers are informed of the benefits of the upgrade/ new product/ technology

P7.provide support to staff and users of the network infrastructure throughout the organisation in line with organisational procedures

None

PC3. indicate the changes that has been made from the previous versions and illustrate its benefits by comparing the history of complaints/ faults/ errors in the previous versions


None

Obtain feedback, report and record

PC1. ensure monitoring of the performance of the systems post new deployment of upgrades/ new technology


None

PC2. obtain feedback on the performance from technical staff and customers and escalate adverse feedback to the products team for consideration


None

PC3. ensure new faults/ failures that did not occur with previous versions is promptly reported to the products team/ supervisors as per company’s guidelines


None

Knowledge and understanding A. Organisational Context You need to know and understand:

You need to know and understand: K8.the potential implications of

None

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KA1. risk and impact of not following defined procedures/work instructions

systems installation, implementing and handover deliverable being incorrect, incomplete, inadequate and/or inappropriate

KA2. escalation matrix for reporting identified incidents, troubles and/ or emergencies e.g. system failures ,fire andpower failures

K10.the importance of ensuring that agreed network integrity, security and disaster recovery requirements are in place during systems installation, implementation and handover activities

None

KA3. SHE and OHS guidelines and regulations as per company’s norms


None

B. Technical KnowledgeYou need to know and understand: KB1. network topology like ring structure, daisy chain structure and their traffic handling capabilities and characteristics

You need to know and understand: K4.the principles of networking, protocols and associated technologies (this should include the latest published versions of the OSI layer model, IP, TCP/IP, routing and switching, WANs and LANs)

None

KB2. functionality and working intricacies of equipment like BTS, BSC, MSC, MGW, HLR, SDP and their software versions – for own responsibility area

K1.the different types of networks for data, voice and other services

None

KB3. knowledge of Network Monitoring System


None

KB4. knowledge of IP based Network Monitoring/Management System


None

General Note: In the TSSC NOS, Range statement is not separated out. It is integrated holistically into the PCs and technical knowledge within the QPs.

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