-Provide 1st Level Support (24x7) to monitor healthiness of backup jobs;
-Provide 1st Level Support to perform troubleshooting of failed backups and perform relevant
escalation to relevant parties including the application owner.
-Provide 2nd Level Support (Office hours and standby).
-Provide monitoring, support and troubleshooting for backup on premise and on AWS Cloud.
-Provide backup management support including backup job configuration, scheduling,
tape library integration, test restore, new backup request, decommissioning of unused backup.
-Perform media handling management including tape handling, tape rotation, transfer
media from tape library to vault, purchasing new tape, tape inventory update and disposal
of unused or faulty tapes. If necessary, the Supplier will work with the governance team to
handover the media to the security personnel for offsite storage and/or return the media on-site.
-Perform backup administration to ensure the information and job is up-to-date and adheres to the customer's policy. This includes but not limited to annual backup specification review, updating backup matrix information documentation, and KPI monitoring.
• Incident Identify
• Incident Escalation
• Incident Diagnosis
• Incident Tracking
• Implement Interim Solution
• Service Restoration
• Incident Resolution
• Support customer's TOC to Verify Incident Resolution (i.e. verify and confirm that customer status/profile is restored)
• Incident Closure & Report
Patch validation in test-bed (if applicable)
• Patch planning
• Adherence to customer’s change management process
• Patch apply
• Patch effectiveness validation
• Patch problems resolve if happens
• Monitoring for stability period after patch