Beschreibung
Tower Skill Set German language capability mandatoryAll people work hands on
Service_Desk Service Desk Lead
Service_Desk Service Desk Analyst
Service_Desk Service Desk Analyst
Desktop EUC Lead
Desktop EUC Analyst/VIP Support
Desktop EUC Analyst/VIP Support
Network Network L2/L3
DC Datacenter Lead
DC Datacenter
DC Datacenter
Service location is Hamburg
Data 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
• Troubleshooting of Email issues
• Analyzing Log Files to detect errors
• Resolving Calendar and Free Busy schedule issues
• Exchange Server Patch Management (Service Pack, Hot Fixes & Critical update)
• Perform daily backup for all Mailbox Data on Microsoft Exchange servers
• Restore data from daily backup if necessary and on demand (restore of data is only possible for a limited time frame and depends on customer backup and restore plan)
• Coordinate database restore for Microsoft Exchange servers
• Resolving Blackberry Desktop related issues
• Resolving mail synchronization issues
• Activation Password reset
• Resolving BB Server related issues
• Resolving Database Configuration/Corruption issues
• Resolving Delay in mail synchronization
• Resolving BB Service Hung threads on Server
Service Tower: Client services
You shall provide at least 3 full time equivalents to support the day-to-day tasks of the end-user support team of Customer. These resources shall support the incident solution process in the areas of Windows-OS and the standard Customer Office package (e.g. MS-Office, Adobe, Snag-IT, MindManager), as well as supporting the IMAC operations. Additionally, they will work in the VIP-support to improve the support for key-people.
Service Tower: Network services
You shall provide one network specialist to support the Customer network administration on the following tasks:
WAN:
HP Switches
• Router Administration to ensure availability
• WAN Firewall / DMZ to ensure uptime and security parameters
• Riverbed Administration to ensure uptime
• VPN/ RAS monitoring to ensure uptime
LAN
• Switch Administration to ensure availability
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