In this article i would like to provide information about production support organization structure or support hierarchy with examples. Previously we have given the L1 support interview questions in PDF format in detail.An IT support team organization structure is following the tiered model which is designed to efficiently handle the multiple technical issues. In this article I would like to give the Production support hierarchy in detail. You can check following image to see the actual hierarchy of support in company.
Production Support Hierarchy or Team structure in actual company :
Frontline -Service Desk
The first line of team in support organization is Service desk who are responsible to take up and resolve the issues for application. The service desk contains multiple support teams like, L1 Support team , L2 Support team and L3 Support team
L1 Support (Helpdesk team)
These are first point of contact of users of application. If any application level issue will come it will go to Helpdesk team or L1 support team.This team is responsible to handle the basic troubleshooting , incident logging and ticket routing . The issue can be raised by using Phone,Email or now a days using AI ( Chatbot).
Roles : IT support technicians, Customer Service Engineers
L2 support (Technical Support -Level 2)
This is second point of contact called it as level 2 support. This team is responsible to handle more complex issues which came from L1 support team.
Roles : System specialist,Application specialist
L3 Support (Technical Support -Level 3)
This team is third point of contact who are deep technical expertise team specialized in areas like databases,networks and software developers. This team is leading the technical support and responsible to work on escalation came from L1 and L2.
Roles : Technical Experts, Technical architects, Technical developers, Designers
IT Infrastructure Team
The infrastructure team is set of engineers with multiple experience people who are responsible for managing physical and virtual infrastructure. It includes network engineers,system adimistrators and cloud engineers.
IT Operations and Monitoring
This team is responsible for maintaining the uptime ,monitoring systems and proactively identifying the issues. Roles included are Operational analysts and application monitoring specialists.
Security and Compliance team
This team is responsible to ensure that system and network adhere to security policies. This team is handling incident response ,vulnerability management and compliance audit.
IT Management
This team is responsible for overall operations, budgeting and taking strategic decisions. It includes IT manager,support team lead,incident manager,CIT/CTO.
This gives the correct and visualized representation of IT support hierarchy.