1. Program Overview
1. Tier 2 Enablement & Knowledge Transfer
Client escalation teams depended heavily on senior consultants for Exchange and Informatica incidents. This self-service enablement program built Tier 2 capacity through structured documentation, training, and mentoring cohorts.
Highlights
- Codified Tier 2 runbooks for Exchange and Informatica scenarios previously handled by senior engineers.
- Launched blended learning tracks combining workshops, labs, and on-call shadowing.
- Delivered coaching cadence that reinforced process adoption and measurable performance gains.
Team Size28 Tier 2 analysts
Duration14-week enablement program
PlatformsExchange, Informatica IICS & PowerCenter
Case Study Spotlight
From Escalations to Empowered Tier 2
Helpdesk analysts previously escalated 85% of Exchange outages. The program introduced clear diagnostics, guided labs, and mentorship so Tier 2 could resolve the majority of cases independently.
Key Moves
- Mined ticket data to identify high-volume failure scenarios and prioritized runbook development.
- Designed scenario-based labs with sandbox environments mirroring production workloads.
- Paired Tier 2 analysts with senior mentors for shadowing during live escalation windows.
Business Impact
- Tier 2 close rate increased from 15% to 54% within 90 days.
- Escalation response times dropped from 45 minutes to 18 minutes.
- Customer satisfaction scores rose by 12 points across managed services.