Training and performance review, role by role
For each role that matters in information technology and software: what a new joiner, an independent worker and a senior should be able to do, how to train them at each stage, and how to review them.
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Share your requirementsRoles in information technology and software
Software developer
Writes, tests and fixes code for client projects or the firm's own product. Works in a small team on tasks from a ticket board, reviews others' code and fixes bugs found in testing. Reports to a technical lead and joins client or product calls as needed.
Training path and review →Software tester
Plans and runs tests on web, mobile or enterprise software, logs defects with clear steps and retests fixes. Some write automation scripts. Reports to a test lead or delivery manager and works close to developers and product owners.
Training path and review →DevOps and cloud engineer
Builds and runs cloud infrastructure, deployment pipelines and monitoring for client or product systems. Handles releases, access, cost and incidents, often with on-call duty. Reports to an infrastructure lead or delivery head and works closely with developers.
Training path and review →Level 1 support agent
Takes first-line tickets, calls and chats from users of software or IT services, resolves known issues from the knowledge base, logs each case and escalates the rest. Reports to a support team leader and often works in shifts across time zones.
Training path and review →Support team leader
Leads a team of support agents on a shift: assigns work, watches queues, handles escalations, coaches agents and reports to the operations manager. Responsible for service levels, team morale and keeping the team ready for peaks.
Training path and review →Customer success manager
Owns the relationship with software customers after the sale: onboarding, adoption, renewals and expansion, plus escalations. Tracks account health and brings product and support together. Reports to the customer success head and handles a portfolio of accounts.
Training path and review →Technical project manager
Plans and delivers software projects: scope, schedule, team, risks and client communication. Runs sprints or milestones, tracks progress and shields the team from churn. Reports to the delivery head and is the main contact for the client.
Training path and review →Data entry and process associate
Enters, checks and indexes data from documents for client processes such as forms, invoices or records. Works to accuracy and turnaround rules, flags unreadable items and passes batches to a reviewer. Reports to a team leader and works in shifts.
Training path and review →