Beschreibung
Service location is HamburgData Centers are in Hamburg, Northern Germany and close to Berlin
Term is about 4 months
Service Tower: Service desk
You shall provide Customer a minimum of 3 full time equivalents as the service desk support team to support the day-to-day tasks of Customer. In case you or Customer recognise the need of additional resources they jointly agree to ramp up the resources. This additional change request will be invoiced as part of the transition services according to the respective provisions of the Future Agreement.
The service desk support team shall ensure acknowledgement of all incoming calls and make a classification of all incidents based on existing severity levels.
The service desk support team shall analyse incoming incidents and support a direct solution. In case a direct solution cannot be provided, the service desk support team shall assign the incident to the existing support team to solve the issue. The incident shall be tracked through all support levels and obtain user’s confirmation that incident is resolved.
The service desk support team shall close the incidents that are “resolved” as per process in place.
The service desk support team shall follow the existing procedures for escalation.
Service Tower: Data Center
Skills needed:
MS Windows Server
EMC Storage Management
Blackberry
MS Exchange and Active Directory
Linux (nice to have)
Server & Storage:
• Operation and management of storage area and monitoring indicators
• Operation and management access; assignment of connected servers to the storage area
• Change management support in connection with data storage operation
• Problem determination in connection with data storage
• Assistance with the investigation of problems related to data storage as far as this investigation concerns aspects for which Customer or a subcontractor of Customer is responsible
• Tape Cartridge Removals (weekly)
• Paging of tapes (monthly)
• Managing Restore requests on demand with execution control (files)
• Data backup and data backup monitoring
• Initiation of ad hoc backups of files selected by Customer
• Corrective actions in the event of a problem
• Information to Customer if problems repeatedly occur during a scheduled backup or if a backup could not be produced
Exchange:
• Monitoring Daily Exchange Backup to ensure completeness and to avoid loss of data
• Monitoring Exchange Server and its related services
• Monitor the Replication of Directory Service
• Monitoring Log Files to detect errors
• Monitor Exchange Database Availability Group
• Monitor Disk Space, Processor Utilization, Network Utilization related to server to ensure availability
• Mailbox Size increase
• Mailbox restoration
• Exchange Server administration, troubleshooting and application Break - Fix Support