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L4 Coordinator

The L4 coordinator is responsible for monitoring and prioritizing the support case backlog. Securing that the support cases are assigned to L4 engineers and are the single point of contact for escalations within its assigned product area.

Description​

The role has significant relationships and responsibilities outside the local L4 engineer team, e.g., participation in product management activities and stream planning. Ideally, the L4 coordinator is co-located with the system and/or development teams working on the system/products he/she is responsible for, where they typically share management, incentives, and culture.

The L4 coordinator tracks the overall status of L4 defects to ensure that support cases are kept within required limits, tracks the status of defects reported, and that they have a resolution (deferred, corrected, works as designed) within the defined limits

The L4 coordinator works closely with L3 Support and maintains an effective collaboration between the teams.

Responsibilities​

  • Responsible for support cases within the assigned product area or stream.
  • Monitor the case management system queue(s) and assign cases to L4 engineers.
  • Handle escalations and prioritize support cases, securing that plans and status are communicated to relevant stakeholders.
  • Define targets and monitor L4 metrics (open cases, mean age, etc.).
  • Interface to L3 organization for assigned products.
  • Provide customer expectations on target dates for corrections to the stream planning.
  • Track the overall status of defects until they have a resolution (deferred, corrected, works as designed, workaround, etc.).
  • Ensure that committed corrections are delivered.
  • Ensure defects, corrections, and target dates are included in the increment planning.
  • Initiate actions to avoid similar problems in the future (RCA etc.).
  • Be the customer voice by participating in maintenance change control board (CCB) meetings.