1. Fosters open communication through active listening and facilitates shared understanding across teams and clients (Core)
2. Collaborates and builds relationships with teams and clients, offers and accepts feedback respectfully, meets others with empathy, and seeks additional feedback and perspectives (Core)
3. Participates in self-planning activities, such as managing workflow and prioritizing tasks and applying Agile principles (or similar) (Core)
4. Estimates and reports timelines and outcomes, sets goals, focuses on solutions, and coordinates requests with other service units (Core)
5. Proactively anticipates issues before they arise and maintains a sense of ownership in all projects (Core)
6. Addresses challenges with curiosity, seeks to understand the root cause, and initiates follow-up conversations to provide insight and resolutions in a positive manner (Core)
7. Coordinates with engineering team on complex issues requiring escalation and effectively coordinates with teams in different time zones (Core)

1. Demonstrates familiarity across relevant cloud and network services offerings and infrastructure, including operating systems, cloud services, databases, applications, platforms, software solutions, artificial intelligence (AI) tools, machine learning, virtualization, automation, security, storage solutions, and network services solutions (Core)
2. Continuously improves familiarity with and ability to write code for web and programming languages (Core)
3. Supports those leading the discovery phase, applying user-centric practices (Core)
4. Demonstrates an understanding of client needs and existing client infrastructure (Core)
5. Combines research and client feedback to identify appropriate offerings (Core)
6. Distills technical concepts and presents a solution clearly to teams and clients and provides accurate information on available offerings (Core)
7. Presents ideas clearly, seeks feedback, and turns feedback into actionable improvements with a team (Core)
8. Maintains clear and updated documentation of user needs and changes (Core)
9. Familiarizes oneself with relevant cloud offerings, has interest in continuous learning, and seeks new knowledge of evolving cloud services (Core)

1. Carries out plans for configuring and maintaining and troubleshooting issues for cloud and network services offerings (Core)
2. Adheres to the rollout approach, transition plan, and schedule for migrating nonsensitive data for new customers (Core)
3. Assists with detailing how the delivery and maintenance of cloud services will be staffed and reported (Core)
4. Assists with creating and configuring cloud data storage and accounts in cloud services (Core)
5. Supports and configures data backup systems and services (Core)
6. Accesses and transfers nonsensitive data between systems and services with a team, following company standards for security, compliance, and procedures (Core)
7. Applies Agile principles (or similar), such as small-batch practices, iterative development, course correction, and retrospectives, for continued improvements (Core)

1. Contributes to designing solutions and writes code to facilitate and manage the configuration, automation, updates, and overall health of cloud and network services offerings (Core)
2. Supports defining and building disaster-recovery testing procedures with a team (Optional)
3. Writes code for automation (Core)
4. Conducts diagnostics, troubleshooting, and testing (Core)
5. Supports guiding clients through provisioning and configuring cloud and network services offerings (Core)
6. Understands concepts of continuous integration and continuous deployment (Core)
7. Adheres to change-request processes to meet auditability and compliance requirements (Core)

1. Monitors cloud assets using automated and manual tools, identifies emerging defects and troubling patterns, anticipates and prevents customer impacts (Core)
2. Follows deployment schedule of batches to address vulnerabilities (Core)
3. Implements and monitors data and network security (e.g., vulnerability scanning, intrusion detection, and Product Security Incident Response Team [PSIRT] remediation) (Core)
4. Identifies and administers the appropriate technologies for achieving data backup control (Core)
5. Troubleshoots availability and performance issues (Core)
6. Accesses and transfers nonsensitive data between systems and services (Core)
7. Writes scripts to facilitate configuration of and updates to cloud accounts (Core)
8. Uses automation for common tasks, corrects failures, and follows up on failure alerts (Core)

1. Continuously adheres to change-request processes to meet auditability and compliance requirements (Core)
2. Gathers information to identify and scope issues with urgency and ownership (Core)
3. Determines appropriate resolution tier (resolve or escalate) and escalates with urgency and ownership (Core)
4. Applies troubleshooting practices (Core)
5. Tests and implements fixes and documents changes (Core)
6. Effectively uses task-assignment and record-keeping systems (Core)
7. Documents final resolution information and status within record-keeping systems and relevant documentation (Core)
8. Tracks ongoing issues and patterns to identify common issues and develop solutions (Core)

• Demonstrate the ability to format a business letter, a memo, and a meeting summary using Microsoft Word. • Explain the importance of communication with peers, supervisors, and clients and explain how communication to each of these groups might differ. • Demonstrate the ability to write an email, a proposal, and a business letter using proper punctuation, grammar, capitalization, and sentence structure. • Describe the resources that can be helpful in writing or proofreading written communication. • Demonstrate active listening skills. • Demonstrate the ability to give instructions clearly, completely, and in the correct order. • Demonstrate the ability to speak clearly to a group and to articulate the key points of your message to the listener.

• Describe what a business is and what the primary functions of a business are. • Explain the role of business goals and objectives and ways to identify a business’s goals based on publicly available information. • Explain the profit motive in business and the reasons that businesses need to make a profit. • Differentiate between small and large businesses, private companies, limited liability companies (LLCs), and public corporations. • Define profit and loss and demonstrate the ability to extract information about a business’s success in meeting its financial goals using profit and loss statements. • Explain the importance of each of the main components of business management: organizational behavior, accounting, marketing, operations management, and quality management.

• Define cloud computing and describe the benefits of cloud computing versus other computational and data management platforms. • Differentiate between physical assets and virtual resources. • Explain the advantages and disadvantages of using cloud-based systems, archives, and platforms. • Describe the security threats that cloud users must be aware of and the mitigation strategies that clients and managed services providers can use to improve security. • Explain the purpose of application programming interfaces (APIs) and the way APIs are managed efficiently to drive specific business functions. • Differentiate between applications, programming, and interface and describe how these three components work together to create a user-friendly web form. • Differentiate between local and remote services, explaining the advantages and disadvantages of each. • Differentiate between infrastructure as a service (IaaS), platform as a service (PaaS), and software as a service (SaaS) and provide examples of each that are commonly used by businesses in various sectors. • Demonstrate basic knowledge of programming languages commonly used for app, website, and software and services interface solutions (C++, Python, Ansible and Node.js, Ruby, Java, and Go). • Compare the advantages and disadvantages of AWS, Google Cloud, and Microsoft Azure. • Differentiate between physical assets and virtual resources. • Describe the way cloud computing services providers use regional zones.

• Explain the basic functions and capabilities of AWS cloud operations and the business uses for which AWS is most appropriate. • Describe the infrastructure as a service (IaaS), platform as a service (PaaS), and packaged software as a service (SaaS) offerings available through AWS. • Demonstrate the ability to evaluate pay-as-you-go pricing contracts to ensure alignment between a business’s needs and the AWS services being offered. • Develop data services maps to fit the needs of real or fictitious clients in various business sectors, such as retail, medicine, consulting, government, and nonprofit service providers. • Describe the services provided by AWS and identify the appropriate services given a business’s size, purpose, and computing needs. • Define the essential components of configuration management, including appropriate ways to maintain records of services used, contract renewal requirements, and system limits. • Explain the storage options available through AWS and the advantages of each. • Develop a plan for customer migration to the cloud or to a hybrid cloud.

• Describe the services available through Google Cloud and the use of “projects” to organize and manage those services. • Describe the process for creating a Google project. • Demonstrate the ability to review and interpret information on the Google Cloud console. • Explain the process by which app APIs provide access to services and demonstrate the ability to use Python to make minor modifications to services provided through app APIs. • Differentiate between private, partner, and public APIs and demonstrate a basic understanding of the use of admin APIs to integrate various applications needed to support business functions. • Explain how Google Cloud can be used for advanced data analysis and database management and demonstrate the ability to set up a database using one or more Google data services.

• Describe the use of Azure to develop functional websites that meet specific business needs. • Explain how Azure functions to confirm or manage user identities. • Demonstrate the ability to use Azure to discover user behaviors. • Demonstrate the ability to develop, distribute, or beta test mobile apps using mobile services provided by Azure. • Explain the storage services available through Azure and describe when and why a business might use each of those services to meet its business function. • Describe the ways in which Azure AI provides machine learning to optimize business functions, enable easier customer use of mobile apps, and improve systems security.

• Describe the key elements of effective project management. • Demonstrate the ability to define key tasks in a given project and determine how long each task will take and how task interdependencies can enhance or derail a project management plan. • Use cloud services to develop project management timelines and task assignments. • Demonstrate the ability to communicate to various members of the project management team and explain how decision-making hierarchies should be observed in project management decisions.