Outsourcing ofServices of ERP Support Personnel

The total strength of support team will be as follows.

  1. Manager2
  2. Support personals7
  1. Application administration & Support Group(Total Strength 1+4)

The group will consist of 4 team members headed by one team leader. Main responsibilities of the group will be:

  1. ERP System Management and support (1 Person)
  2. Database Administration and Support (1 Person)
  3. Billing application Management and support (1 Person)
  4. Call Center Management and support (1 Person)
  1. Network Administration & Infrastructure Support Group(Total Strength 1+5)

The group will consist of 3 team members headed by one team leader. Main responsibilities of the group will be:

  1. Network Administration & Support(1 Person)
  2. Infrastructure Monitoring & Control/ Disaster Management(1 Person)
  3. Infrastructure Development/ Maintenance (1 Person)
  4. Network Technicians (2 Persons)

The job title wise responsibilities and required eligibility criteria are as follows.

1.Lead Application Administration & support

Responsibilities

Plan, execute and track Application Administration & Support group activities.

  • Devise SLAs for the group
  • Ensure SLA compliance within the group.
  • Review performance of team members.
  • Report status, escalation and issues to management.
  • Document management and support processes.
  • Define process control mechanisms.
  • Coordinate with field offices for issue resolution
Requirement
  • At least 16 years Degree in a related discipline from a reputable university.
  • 5 year experience in oracle application administration/support.
  • Additional technical qualifications and certifications along with a variety of work experience will be an added advantage. Preferably Oracle Certified Professional.
  • Be able to trouble shoot and support Database/Servers.
  • Must have a good problem solving and communication skills, spoken and written.

1A.ERP System Administration and application support

Responsibilities:

  • Performing Oracle E-Business Suite Applications Administration tasks.
  • Coordinate with vendor support team for resolution of issues.
  • Troubleshooting functional errors, User Management, Application Security (roles & responsibilities) and general System administration tasks (Archiving, purging, scheduling, etc).
  • Implement patches and upgrades of the Oracle 11i E-Business Suite.
  • Work with development and business users to identify performance tuning opportunities and implement them from an Apps perspective.
  • Documentation and escalation with development teams.
  • Coordinate service requests with Oracle support utilizing Metalink for daily support issues as well as leveraging current Oracle technologies.
  • Schedule, facilitate, and coordinate change control activities with clear understanding of the change control process.
  • Analyze change data and communicate potential problems to other team members.
Requirements:
  • At least a 16 years Degree or equivalent in a related discipline from a reputable university.
  • 3 year experience in oracle application administration/support.
  • Additional technical qualifications and certifications along with a variety of work experience will be an added advantage.
  • Be able to trouble shoot and support Database/Servers.
  • Experience and command of managing Microsoft and Linux-based system. Preferably Oracle Certified Professional.
  • Must have a good communication skills, spoken and written.

1.B.Database Administration and Support

Responsibilities:

  • Create and maintain all databases required for development, testing, education and production usage.
  • Perform the capacity planning required to create and maintain the databases.
  • Performs ongoing tuning of the database instances.
  • Install new versions of the Oracle RDBMS and its tools and any other tools that access the Oracle database.
  • Plans and implements backup and recovery of the Oracle database.
  • Controls migrations of programs, database changes, reference data changes and menu changes through the development life cycle.
  • Implements and enforces security for all of the Oracle Databases.
  • Performs database re-organizations as required to assist performance and ensure maximum uptime of the database.
  • Put design and coding standards in place.
  • Evaluates new releases and its tools, and third party products to ensure smooth running.
  • Provide technical support to application development teams.
  • Troubleshoots problems regarding the databases, applications and development tools.
  • Create new database users as required.
  • The DBA has ultimate responsibility for the physical database design.
Requirements
  • At least 16 years degree in related discipline from a reputable university.
  • 3 years experience in Oracle Database administration support
  • Additional technical qualifications and certifications along with a variety of work experience will be an added advantage.
  • Be able to trouble shoot and support database/servers
  • Good understanding of Linux and Microsoft Operating System.
  • Experience and command of managing UNIX and Linux-based system.
  • Strong fundamental understanding of Web servers.
  • Sound knowledge of Computer workstations and UPS’s.
  • Must have good communication skills

1.C. Billing Application Management & support

Responsibilities:

  • Performing the Applications Administration tasks. He/She will interact closely with the application users and is the link to the technical DBA’s and OS administrators.
  • Troubleshooting functional errors, Concurrent Manager Management, User Management, Application Security (roles & responsibilities) and general System administration tasks (Archiving, purging, scheduling, etc).
  • Coordinate with vendor support team for resolution of issues.
  • Assist in ERP architecture design, management,installation and changes.
  • Work with development and business users to identify performance tuning opportunities and implement them from an Apps perspective.
  • Documentation and escalation with development teams.
  • Coordinate service requests with application vendor
  • Schedule, facilitate, and coordinate change control activities with clear understanding of the change control process
  • Analyze change data and communicate potential problems to other team members.
Requirements:
  • At least a 16 years Degree in a related discipline from a reputable university.
  • 3 year experience in oracle application administration/support.
  • Additional technical qualifications and certifications along with a variety of work experience will be an added advantage. Preferably Java Certified Professional.
  • Be able to trouble shoot and support Database/Servers.
  • Must have a good communication skills, spoken and written.

1.D.CallCenter Management & Support

Responsibilities

  • Work with senior management to establish priorities, standards and performance objectives for the call center.
  • Add Guide, train and monitor all Call Center Staff.
  • Prepare and maintain performance and productivity reports for the call center.
  • Serve as a positive role model for staff by displaying a positive attitude.
  • Ensure operation integrity including compliance in all policies and procedures.
  • Forecasting call volume and determining appropriate staffing levels.
  • Excellent attention to detail and organizational skills with the ability to perform expeditiously and accurately.
  • Handle a high level of authority, responsibility, and accountability. Follows all policies, procedures, ergonomic standards and safety requirements directed by LESCO.
  • Perform other duties as requested by management.

Requirements

  • At least a 16 years Degree in Computer Science or a related discipline from a reputable university.
  • 3 year experience in Call Centre support.
  • Additional technical qualifications and certifications along with a variety of work experience will be an added advantage.
  • Be able to trouble shoot and support Application/Infrastructure.
  • Sound knowledge of Computer workstations and UPS’s
  • Must have good communication skills

2. Lead Network AdministrationInfrastructure Support Group

Responsibilities

Plan, execute and track Application Administration & Support group activities.

  • Document processes for the group
  • Define process control mechanisms
  • Trouble shooting of network topologies.
  • Devise SLAs for the group
  • Ensure SLA compliance within the group
  • Report status, escalation and issues to management.
  • Coordinate with field offices for issue resolution
Requirement
  • At least a 16 years Degree or equivalent in computer technologies/related disciplinefrom a reputable university.
  • 5 year experience in Network administration and Infrastructure support
  • Additional technical qualifications and certifications CCNP, CCDP, Juniper networks along with a variety of work experience will be preferred.
  • Be able to trouble shoot and support.
  • Hands on routing and switching experience.
  • Experience and command of managing Microsoft and Linux-based system. Network Certified Professional.
  • Must have a good communication skills, spoken and written.

2.A. Network Administration and Support

Responsibilities:
  • Responsible for the maintenance of hardware and software that forms a computer network, including the deployment, configuration, maintenance and monitoring of active network
  • Maintain of network components in individual machines, such as drivers and settings of personal computers as well as printers, other servers,VPN gateways, intrusion detection system, etc.
  • Responsible for the network and infrastructure performance security.
  • Manage the physical network infrastructure, including wired and wireless local area network (LAN).
  • Manage infrastructure servers: Active Directory, WINS, DNS, DHCP, Proxy, RAS, and Internet Security and Acceleration (ISA) Server.
  • Manage the acquisition of new network hardware as required
  • Participates in network planning, design, development, deployment, and modification.
  • Monitors and controls service levels of network suppliers.
  • Liaises with the Service Monitoring and Control SMF to establish a list of monitored network activities
  • Provides regular feedback on network performance, both in general and against specific service levels.
Requirements:
  • At least a 16 years Degree in a related discipline from a reputable University.
  • significant expertise in designing and administering network hardware and software from vendors like Microsoft, Juniper, Cisco Systems, Nortel Networks
  • Two to three years of experience of network administration with NMS.
  • Networking certification including CCNA, Juniper will be an added advantage.

2..B.1Infrastructure Monitoring and Control/ Disaster Management

Responsibilities:
  • The real-time observation of the health (identifiable characteristics indicating success or failure) conditions of the IT computing environment and, where appropriate, automatically correcting any service exceptions.
  • Minimize business impact by assisting the IT operations to predict service failures and to increase their responsiveness to actual incidents as they arise.
  • Early identification of actual and potential service breaches.
  • Rapid resolution of actual and potential service breaches through the use of automated corrective actions.
  • Minimize business impact of incidents and potential incidents.
  • Maintain an updated infrastructure performance data.
  • Maintain an updated service level and operating level performance data.
  • Engage in the continuous evolution of the monitoring and control process to meet business and technological change.
  • Maximize usage of management tools through effectively planned and integrated processes to carry out the monitoring and control.
  • Look after aspects of security necessary for helping to create and maintain a safer computing environment.
  • Responsible for designing, implementing and maintaining an organization's network and computer security policies.
  • To work side-by-side with network administrators and engineers to determine areas of weakness in an organization's security architecture, and specify and implement solutions for controlling those weaknesses.
  • Maintain data confidentiality, integrity, and availability (CIA) as per company policies.

2.B.2Disaster Management

Responsibilities:
  • Create Disaster Recovery Plans (DRP) and update those as necessary to provide the organization with the ability to first predict disasters and then to target the correct support resources in order to resolve the incidents as quickly as possible.
  • Responsible for planning to provide the highest level of protection possible for the enterprise and coordinating with the monitoring and control level.
  • Provide the management with accurate information on the potential disasters that could impact the organization..
  • During a disaster, responsible for the continued operation of the business’ infrastructure with minimal impact.
  • Ensure that disaster warnings are processed consistently and that none are lost.
Requirements:
  • At least 16 years Degree in a related discipline from reputable university
  • Two to three years of experience of management in an IT services company.
  • Initiative and Motivation based on an understanding of the critical importance of the monitoring and control level in the smooth functioning of the company services.
  • Excellent presentation and communication skills.
  • Should be a team player to effectively monitor and control concerned levels and departments.

2.CInfrastructure Development/Maintenance

Responsibilities:
  • Work with the procurement office to identify upcoming requirements, planning how to meet them, and preparing a source selection plan, as applicable.
  • Ensuring that the procurement office resources will be available once the requirement has been established after approval.
  • Carry periodical evaluations with the co-ordination of Manager Networks and Infrastructure to evaluate the new requirements of hardware and other office facilities.
  • To come up with the feasibility reports for the installation of new facilities for a current or new project.
  • Provide Engineering and Deployment efforts for implementation of the new infrastructure.
  • Assist in developing a support model for the infrastructure.
  • Provide operational services to the infrastructure.
Requirements:
  • At least a 16 yearsDegree in a related discipline from a reputable University.
  • Two to three years of experience of management in an IT services company.
  • Initiative and Motivation based on an understanding of the critical importance of the Infrastructure Development level in the smooth functioning of the company services.
  • Excellent presentation and communication skills.
  • Should be a team player to effectively work in co-ordination with the concerned levels and departments.
  • Must possess strong implementation and support/trouble shooting skills.

2.D Network Technician

Responsibilities

  • To assists Network Administrator to resolve operational problems i.e. hardware and software installation, configuration, maintenance.
  • Support computers, peripheral equipment, and local area networks
  • Monitors the network to ensure reliability and availability
  • Assists in optimizing computer and network performance

Required Qualification

Initial level Certification in Juniper, CISCO etc.

Experience

Two year experience to handle network comprising of LAN and WAN.

  1. KEY PERFORMANCE INDICATORS

The Key Performance Indicators for each position are required to be determined.

  1. QUALITY CONTROL PROCEDURE

A meticulous mechanism for quality monitoring and compliance to the standard measures, to gauge the performance of out sourced services, as following is required;

  1. Extensive weekly and monthly performance report.
  2. Daily KPI performance report.
  3. Dependability report.
  1. PERFORMANCE ENHANCEMENT / TRAINING

A comprehensive training program for LESCO personnel’s is required to be submitted based on following;

  1. Training Needs analysis.
  2. Monthly quality training program with reference to product knowledge & application.
  3. Bi- monthly counseling session to LESCO employees.
  4. Training Evaluation System.