Session 6.6 - Support Manager Role
Chapter 15: Support Manager | Duration: 1 hr
Learning Objectives
By the end of this session, you will be able to:
- State support manager goals and measures
- Manage tools, CM, and baselines effectively
- Promote and curate reuse assets
- Track risks/issues and report weekly
Introduction
The support manager provides the backbone: tools, configuration control, reuse infrastructure, and risk/issue tracking. This role enables the team to work efficiently and safely.
Goals & Measures
| Goal | Measures |
|---|---|
| Suitable tools/methods available | Tool uptime; onboarding time; feedback |
| No unauthorized changes to baselines | CM audit results; CCR usage |
| Risks/issues recorded and reported weekly | Log freshness; closure rate |
| Meet reuse goals | Reuse items used/created; documentation completeness |
Responsibilities
- Set up and maintain toolchain; assist team with usage.
- Administer CM: baselines, branches, CCR process.
- Maintain reusable parts index and standards with quality/process manager.
- Maintain risk/issue log; report in weekly meeting.
Configuration Management
- Baseline key artifacts (SDS, code, test plans); control changes via CCR.
- Audit for unauthorized changes; enforce check-in rules.
- Backups and access control to protect assets.
Reuse & Tools
- Curate reusable components with documentation and standards.
- Encourage reuse discussions in design/implementation check-ins.
- Ensure tools support reuse (templates, libraries, build scripts).
Issues & Risks
Keep an up-to-date log; include severity, owner, due date, and status. Escalate blockers early.
Summary
- Support manager safeguards tools, CM, reuse, and risk tracking.
- CM discipline prevents unauthorized changes and protects baselines.
- Reuse curation and tool support improve productivity.
- Consistent risk/issue reporting keeps the team proactive.