1. Data Engineer

The Technical Manager shall

1. ensure that the following performance indicators are met
2. Total and open Support Tickets
3. Ticket Resolution Time
4. Reopened Tickets
5. Average Time Between issues
6. Average Time to Resolve
7. Uptime percentage
8. Server Downtime
9. Security Related Downtime
10. Critical Bugs
11. Project Support Employees Per End Users
12. Project Support Team Turnover

Such third-party vendors shall include the Customer Agency Facility Management (AFM) vendor and any other vendor which provides a service or a product that is related to the System.

• Managing and supporting changes to Data Management System to minimise impact on System availability;
• Preparing technical feasibility proposals (including impact analysis) when requested by the Customer, for a new system or enhancements to Data Management System;
• Providing support for any System security review and audit activities and implementing any follow-up actions recommended by auditors or consultants, to maintain and enhance the security of Data Management System.
• Managing and maintaining the private link for Snowflake. Providing of connectivity checks to ensure that the private link is working.
• Installing and updating of application patch for Data Management System
• Performing updates on (1) Power BI Gateway and troubleshoot Power BI Gateway for connectivity issues
• Performing Weekly Server(s) Health check (include logs review).
• Performing Monthly Accounts Review.
• Assisting on the implementation / provide recommendations to fulfill Audit requirements and Instruction Manual for ICT&SS Management (Also known as IM8) compliance.

The Contractor shall provide the Customer a bi-weekly progress report or at a frequency that is agreed between Parties which shall minimally consist of the following:

1. lists of open, closed, and on-going items;
2. unresolved cases tabled for discussion during meetings;
3. transaction logs (which includes system and code changes over the month, user access logs that capture data or time of View/Edit/Delete of any part of the database and the System);
4. the current version of software installed on the System, and latest patches applied;
5. the latest stable version of software available and upgrade plan; and
6. the latest vulnerability scan report and mitigation status.

the Contractor’s on-site engineer to report on-site to the person who reported the Problem and starts running from the time such Problem is communicated to the Contractor, regardless of whether the Contractor acknowledges receipt of the message.