Because skills, qualifications and experience can have a significant impact on Zero Outage performance, this section focuses on vendor-specific training in both technology and process-related fields.
Training is geared toward the roles defined below:
Employees who define the architecture and design of Zero Outage platform setups. This also includes integration in the overall platform design
Field support (installation and maintenance)
Employees who install, de-install and maintain Zero Outage platforms. The role also includes break fix systems intervention
Back office support:
Employees who provide back office break fix support (L2, L3, etc.).
Employees who operate (run) Zero Outage platforms. This includes provisioning of new services on existing setups, monitoring and L1 fault resolution.
Employees who advise service integrators or end users on how to improve, adjust and augment existing Zero Outage platforms.