Support Team Skills Assessment & Development Planning

Objective:

Conduct a comprehensive skills assessment of the global support team to map current capabilities and identify knowledge gaps.

Scope:

• Assess current team competencies across all support areas
• Identify skill gaps and areas requiring development
• Document upskilling opportunities for team members

Q1 Deliverable: Complete the skills assessment and update the Areas of Focus page

Deliverable rollout plan

• product_categories placeholder added to each SE's agent YAML file
  • Example
  • MR - https://gitlab.com/gitlab-com/gl-security/corp/cust-support-ops/issue-tracker/-/issues/615
• Update Support Team Pages to have new category pages
  • MR - https://gitlab.com/gitlab-com/support/team-pages/-/merge_requests/5
  • Example pages deployment (requires invite to project) - https://support-team-pages-private-624a5c.gitlab.io/index.html
• Survey results
  • Survey results converted to YAML
  • Script creation to update each agent's YAML file with their survey results. Changes are
  • segregated into different branch/MR for each manager
• Support team agent YAML merge requests:
  • EMEA
    • Erika Miklos - https://gitlab.com/gitlab-support-readiness/support-team/-/merge_requests/447/
• Final Validation