Job Description

About The Company

Our client is an established ICT Infrastructure Software and Services company with more than 22 years of proven track record in the region. They do market, sell, implement and assist a suite of ICT solutions that cover the areas of system infrastructure management, cloud computing, backup/disaster recovery, etc.


Job Responsibilities

• Dedicated Resident Engineer
• In the event of dedicated Resident Engineer is not available, replacement shall be provided.
• Unlimited on-line (remote) support by Software Principal (Commvault) and on-site support by the Service Providers support engineer for system software
• To be stationed at selected BNMs Location for 8 hours x 5 days a week
• Support hours:
  Monday Sunday: 24 hours X 7 days
• Perform diagnostic due to troubleshooting related to incident, problem or queries
• Perform troubleshooting and provide resolution within the SLA given
• Provide root cause analysis due to incident/problem once the issue been resolved
• Manage problem escalation process with Software Principal (Commvault)
• Perform backup and backup monitoring, housekeeping
• Maintain latest inventory and documentations of system software servers specifications
• Perform new installation for the following as per request:
  - Commvault Data Protection Enterprise Infrastructure Capacity Licence at the identified location.
  - new client backup deployment
• Perform system software disaster recovery backup
• Perform disaster recovery restoration of system software
• Quarterly preventive maintenance
• Perform quarterly capacity analysis and planning report (capacity licence and storage utilization)
• Assess system health and performance review with Software Principal (Commvault) at least once a year
• Preventive maintenance is to be scheduled during weekdays or weekend and to be agreed with BNM IT support staff
• Provide support hierarchy for Bank guidelines for contact purposes
• Support matrix also require mentioning on PIC for escalation point. All support matrix personnel shall be able to be contacted via phone and email (onsite/offsite during weekdays and weekend)
• Dedicated Technical Support Team
  The Service Provider shall appoint On-site Support Team (dedicated on-site support team) to provide on-line and on-site support services to BNM. The technical team shall consist of Technical Manager and experienced engineers.
• Perform patch activity/hot fixes as needed
• Updates of newly and latest security or bug fixing patches. This includes security patches and service pack or version updates.
• Perform test of the new release of system(upgrade) service packs, patches or fixes before deploy in production environment (The Service Provider to provide the details on method of this test)
• Review and document the system software security settings including any exceptions/ deviations to the recommended system software settings
• Perform fixing based on audit finding
• Preventive maintenance report
• Analysis on:
  - Capacity license utilisation statistics
  - Backup storage utilisation and capacity statistics
  - System software performance statistics
  - Assessment of potential problems and recommended preventive measures
  - Problem trend analysis including problem classification and identification of recurring problems
• Issue/Problem Reporting Detailed Information
• Software/license inventory
• To provide consultation services and recommendation for improvement
• Where required by the BNM, provide change management and training services to assist in transitioning the support and services to BNM IT support

 Job Requirements:

• Bachelors degree in IT or related field (or equivalent experience).
• 3+ years in storage and backup management.
• Expertise in Commvault and Veeam solutions.
• Strong problem-solving skills.
• Good communication and teamwork abilities.

 Remuneration
MYR4,000 - MYR6,000

Consultant in Charge
Jia Ling| jialing.koid@hunters-in.com | 016-5599 642