Experience – 5+ yrs
Support Functions
1.1 Server Management
- Server must be monitored daily
- All automated alerts for disk usage from server monitoring must be actioned as a high priority
- Response speed must be checked 3x day (08h00, 12h00, 16h00) Monday-Friday (excluding public holidays)
- All Nimbus services must be checked to ensure that they are running correctly (LDAP, email, office integration etc.)
- All incidents raised must be monitored and progressed daily
- The change request report must be checked that it is running correctly daily
- The map selection for the change request report must be updated accordingly
- All technical issues that are not able to be resolved must be logged with Tibco and managed accordingly
- Daily backups must be run and completed
- Backups must be moved to clear up space
- All relevant updates, upgrades, security certificates etc. for the Nimbus server must be attended to
- Upgrade of Nimbus versions when released by Tibco
- DR planning, testing and implementation
- Ensure data quality scores etc. are updated on WhatsWatt
1.2 User Management
- Users to request access via Service Now and request to be monitored as per SLA
- Turnaround time for new user requests – 24hrs
- All users are to be loaded into the correct user groups and with the correct access rights
- No author/ administrator access to be granted without approval
- All licenses to be managed as per limits
1.3 Author Assistance
- All authors are to be assisted with regards to the following:
- Technical errors
- System issues
- Creation of resources
- Setup of model variants
- Moving of models (upon approval)
- Creation of Folders (upon approval)
- Recovery of models
1.4 Reporting
- All reports listed below must be sent to requestor by the 2nd working day of each month
- Incidents raised and closed for the month
- Service Now Requests closed / open etc for the month
- New users added (access type & user group) for the month