Operator

Definition

Operator is the role that is played when a person keeps the current version of one or more applications including related hardware functioning properly from the time they have been accepted by the customer organization to the time they are replaced or retired from service.

Responsibilities

Operators typically have the following role-specific responsibilities:

• Schedule and coordinate daily computer operations.
• Control and monitor the routine operation of applications using the operator console.
• Load, execute, control, and monitor batch software applications (e.g., monthly reports or regular system backups) by responding to on-screen computer messages or hardware control-panel lights.
• Monitor the hardware and running applications for equipment or application failures, and where practical, fix them (e.g., load patches).
• Tend the peripheral equipment including:
  • Mount and dismount tapes and disks.
  • Load printers with paper and ink.
• Issue problem reports and help programmers debug associated software applications.
• Produce and maintain the application operations section of the operations manual.
• Perform system backup and roleback.
• Manage user accounts including user identification, authentication, and authorization.
• Maintain routine records.

Operators typically inherit common role responsibilities from the role process component.

Expertise

To fulfill these responsibilities, operators typically should have the following expertise, training, and experience:

• Experience with the platforms (i.e., hardware components and operating systems) used in the data (and contact) centers.
• Ability to lift and carry tapes, disks, paper, and other computer supplies, which may weigh up to 60 pounds.
• Ability to work both independently and under close supervision.
• Ability to follow directions and meet deadlines.
• Good written and oral communication skills.
• A bachelor's degree or better in software engineering, computer science, or the equivalent.

Tasks

Operators typically perform the following role-specific tasks in an iterative, incremental, parallel, and time-boxed manner:

• Application Operation
• Hardware Component Servicing
• Operations Documentation
• User Documentation Maintenance (Operator's operational tasks).

Operators typically inherit common role tasks from the role process component.

Teams

Operators typically perform these tasks as members of the following teams:

• Operations Team

Work Products

As members of these teams, operators typically produce all or part of the following work products:

• Operations Manual (operator operational tasks)
• Operations Log (operator task performances)

Guidelines

• Include this role in the endeavor-specific process only if the endeavor includes the usage phase.
• Operators often advance from operating peripheral equipment to controlling the main consoles in data centers.
• Operators typically report to system admistrators.