I implemented Service Level Agreements (SLAs) to provide predictable support.
Efforts:
- Focusing my team’s work by creating and refining Jira dashboards that simplified what to work.
- In conjunction with the above, getting the backlog down from ~1000 to ~100 tickets, to prevent looming work from impeding current issues.
- Identifying ideal ticket-team matches and coordinating knowledge transfer sessions to fill in gaps.
Wins:
- Completing 97+% of tickets within the SLA window.
- Completing 95+% of escalated tickets within the day.
Learnings:
- Advanced Jira dashboards and JQL.
- You can’t make someone do something they’re not capable of.
Share: