Job Description

Technical Support

• To conduct quarterly operational review meeting with BNM team to review the maintenance deliverables and planning the upcoming maintenance activities

• To provide unlimited on-line (remote) and on-site support 24 by 7 for the Equipment, system software and its related components

• To perform daily health and performance monitoring, maintenance and troubleshooting of all hardware and related system software

• To ensure that systems are available and performing within the expected range at all times

• To prepare mistake-proof and comprehensive checklist for any maintenance activities

• To comply with BNM internal process and guidelines for implementation of system and design change

• To plan and organize the maintenance tasks to minimize the maintenance services/downtime window

• To manage problem escalation process with software and hardware principle for any any hardware, system software and its related components issue

• Assist to ensure completion of security-related tasks, including hardening and patching.

• Maintain latest inventory and technical documentations of hardware and system software specifications, servers and applications that are connected to the Equipment, system software and its related components

• Ensure the hardware and system system is monitoring using Nagios is working as intended

• Perform storage and storage networking analysis, capacity planning, hardware refresh planning, and performance planning, health check and optimization of storage components.

• Propose and perform automation of mundane tasks for operational efficiency

• Provide recommendations to improve SAN infrastructure, and address/lead critical issues and root cause analysis.

• To provide technical documents related to operation and maintenance

• To involve inside BNM ticketing tools for any issues escalation and problem solving resolution

• Assist any new/ad hoc IT project such as storage and storage networking deployment/migration, integration to third party monitoring or automation tool etc.

• Ensure the System meets the prevailing BNM IT security standard and guideline issued by BNM Cyber Security Team

• Where required by the BNM, provide training services to assist in transitioning the support and services to BNM IT support staff

• Where required by the BNM, provide onsite support for DR and testing

activities.

Expected Response Time For Issues

Severity 1

• Business critical functionality that is a key requirement for running business

operations and processes, needing immediate attention and remediation as business activities cannot progress without the resolution of this defect. These Issues; * Affects the System such that the BNM is unable to perform its business functions; and/or has major security implication

• Major hardware or software failure rendering system inoperable
• Operations are impaired or delayed for more than 30 minutes

Response Time: Within 30 mins

Resolution Time: A period not exceeding 4 hours

Severity 2

• Critical functionality that may not impact business operations but solution and

system operations are sub-optimal without this functionality, needing remediation * Affects a particular process or system for which there are acceptable alternatives for bypassing the problem.

• System is operational with limited hours functionality but business operations are not delayed

Response Time: Within 60 mins

Resolution Time: A period not exceeding 12 hours

Severity 3

• Medium level defect that needs remediation, where the System is still functioning and except for some isolated users who are unable to logon, most users are able to logon and use the main core of its functions (communications, file sharing and software database application sharing).
• Business operations have a minor impact and can continue; or a minor feature failure that does not affect operations
• Business operations, functionality and look and feel of the system can be improved

Response Time: Within 2 hours

Resolution Time: A period not exceeding 48 hours

Consultant In Charge:
Ashley Yuen | 017-8199737 | ashley.yuen@hunters-in.com

Hunters International