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1. Introduction
The Portal Unit is responsible for managing the university’s online portals, ensuring they are reliable, secure, and user-friendly. This SOP outlines the procedures for operations, reporting, escalation, job descriptions, line of command, and responsibilities within the unit.
2. Organizational Structure
- Head, Portal Unit – Overall head, responsible for strategic direction and operations.
- Web Developers – Responsible for the development and maintenance of portal systems.
- Systems Administrator – Manages server infrastructure and ensures system stability.
- IT Support Specialists – Provide technical support and user assistance.
- Content Manager – Oversees portal content management.
- Data Analyst – Analyzes usage data and provides insights.
- Security Analyst – Ensures the security and compliance of portal systems.
3. Reporting Structure
- Daily Reports – Team members report daily progress and issues to the Portal Unit Head.
- Weekly Reports – The Portal Unit Head prepares a summary of activities and issues for the Director of COMSIT.
- Monthly Reports – A comprehensive report including KPIs, major projects, incidents, and resolutions, is submitted to COMSIT.
4. Escalation Procedure
- Level 1 – Issues are initially handled by IT Support Specialists. If unresolved within 4 hours, they escalate to the relevant specialist (Web Developer, Systems Administrator, etc.).
- Level 2 – If an issue persists for more than 24 hours or involves significant disruption, it is escalated to the Head of Portal Unit.
- Level 3 – For critical incidents that impact university-wide operations or data security, the Portal Unit Head escalates the issue to the Director of COMSIT.
