Jahnavi Dunaka
:nohello:  12:24 AM
SupEng 3 (L4, exempt)
What you do as a SupEng 3
SupEng 3s who consistently demonstrate the following capabilities, in addition to the capabilities of all prior levels are exceeding in their role.
Scope and Influence
You participate fully and constructively in the planning of your team’s work and help develop and refine operational policies and procedures used by your team.
You serve as a mentor to junior members of the team and may operate as a training buddy or assist in hiring activities.
You begin to play a leadership role on your team by becoming a subject matter expert on one or more focus areas and are the technical point of contact within your team or workflow for this area.
You lead internal team projects and deliver on defined goals and timelines.
Ambiguity
·      You maintain good working relationships with relevant personnel across Amazon, have knowledge of work done by other teams in your department and work cross functionally to solve problems and improve processes.
Problem Complexity
You have developed expertise in multiple focus areas or within a single area of strategic importance.
You are able to resolve straightforward problems with limited documentation and with minimal escalation.
Execution
You confidently and competently impart knowledge to users, customers, and other team members.
You lead constructive dialogue on straightforward issues and only escalate when necessary while maintaining composure through difficult interactions until issue resolution.
You maintain products and systems within the scope of your team or workflow and perform change management activities using existing documentation or with support from peers.
You give technical direction to others, identify areas of improvement to support documentation and processes, and create new documentation where gaps exist.
Impact
·      You identify improvements to existing and new support tools that would improve operational efficiencies and drive implementation or creation.


Sujith Vemuri
  12:13 PM
Objective Data Metrics to Evaluate Each Capability
Scope and Influence
Participation in Team Planning
Meeting Attendance: Number of planning meetings attended per month/quarter.
Contributions Made: Number of constructive suggestions or ideas contributed during meetings.
Policy Development: Number of operational policies or procedures authored or revised.
Mentorship and Training
Mentees Supported: Number of junior team members formally mentored.
Mentoring Hours: Total hours spent on mentoring activities per month.
Training Sessions Led: Number of training sessions or workshops conducted.
Hiring Participation: Number of interviews conducted or hiring panels participated in.
Mentee Feedback Scores: Average satisfaction rating from mentees on mentorship effectiveness.
Subject Matter Expertise
Focus Areas Mastered: Number of focus areas where recognized as a subject matter expert.
Consultations Provided: Number of times consulted by team members for expertise.
Knowledge Contributions: Number of documents or knowledge base articles authored.
Presentations Given: Number of presentations or knowledge-sharing sessions conducted.
Project Leadership
Projects Led: Number of internal team projects led to completion.
On-Time Delivery: Percentage of projects delivered on or before deadlines.
Goal Achievement: Success rate in meeting defined project goals and KPIs.
Team Feedback: Average feedback rating from team members on leadership effectiveness.
Ambiguity
Cross-Functional Collaboration
Collaborative Projects: Number of cross-team or cross-department projects participated in.
Network Size: Number of contacts maintained across different teams or departments.
Inter-Team Meetings: Number of cross-functional meetings attended.
Process Improvements Initiated: Number of process improvement initiatives started or contributed to through collaboration.
Problem Complexity
Expertise Development
Areas of Expertise: Number of focus areas with demonstrated expertise.
Certifications Obtained: Relevant certifications or formal recognitions earned.
Complex Issues Resolved: Number of high-complexity issues successfully resolved.
Task Complexity Level: Average complexity rating of tasks handled, based on a predefined scale.
Independent Problem Solving
Issues Resolved Without Escalation: Number of problems solved independently.
Resolution Time: Average time taken to resolve straightforward problems.
Documentation Utilization: Number of issues resolved with limited or no existing documentation.
Execution
Knowledge Sharing
Educational Sessions: Number of training or informational sessions conducted for users, customers, or team members.
Support Tickets Resolved: Number of support queries answered effectively.
Feedback Scores: Average satisfaction rating from session attendees or support recipients.
Issue Management
Effective Resolutions: Number of issues resolved without unnecessary escalation.
Escalation Rate: Percentage of cases escalated versus handled independently.
Composure in Difficult Situations: Instances documented where composure was maintained during challenging interactions.
Peer Feedback: Ratings or comments from peers on handling of difficult situations.
System Maintenance and Change Management
Maintenance Tasks Completed: Number of system or product maintenance activities performed.
Change Management Actions: Number of change management activities executed following protocols.
Compliance Rate: Percentage adherence to change management procedures.
Error Rate: Number of incidents or errors resulting from maintenance or changes (aiming for minimal occurrences).
Process Improvement and Documentation
Technical Guidance Provided: Number of times technical direction was given to team members.
Documentation Created/Updated: Number of support documents or procedures authored or revised.
Process Improvements Identified: Number of areas for improvement recognized and addressed.
Team Feedback on Guidance: Average feedback rating on the effectiveness of provided technical direction.
Impact
Operational Efficiency Improvements
Tool Improvement Suggestions: Number of suggestions made for enhancing support tools.
Implemented Suggestions: Number of suggestions that were adopted and implemented.
Efficiency Metrics: Quantifiable improvements such as reduction in processing time or increase in productivity due to implemented changes.
Implementation Participation: Number of projects participated in for developing new support tools.

Suggest metrics better than the ones Sujith Provided