i. The Supplier shall deliver the following scope of work and also work with Authority on managing new initiatives where applicable. This covers both e-HR production and non-production environments as well as the SAP and non-SAP landscapes.
i. Log and Account Review - The Supplier shall conduct log review (covering Applications, Databases, and Operating Systems) and account review (covering SAP and non-SAP servers) as stated in Sub-Clauses 11.5.4 to 11.5.6, Annex A of the FA. The Supplier shall consolidate all log and account reviews, prepare the review reports (including clarifications and follow-up actions), and submit to Authority within Authority’s stipulated timeline. The Supplier shall support activities related to log and account/access rights review and management, such as configuration of log events and maintenance of documentation to ensure accuracy and completeness.
i. Vulnerability and Security Patch Management - The Supplier shall monitor, mitigate, and remediate security vulnerabilities as stated in Sub-Clause 11.5.7, Annex A of the FA. The Supplier shall also support Annual Vulnerability Assessment when requested by Authority.
i. Backup Management - The Supplier shall work with the relevant System Administrators to ensure backup configurations are in compliance with the retention period stipulated in policies, and that annual recovery tests are conducted. The Supplier shall constantly track the backup status for SAP and non-SAP servers, and update the SOP if there is any change in the backup configurations. For any backup failure, the Supplier shall provide timely update to DSTA PM and Ops Manager. The Supplier shall liaise with the relevant parties to resolve the issues and verify that all rectifications are satisfactorily performed. The Supplier shall prepare the backup report (including clarifications and follow-up actions), and submit to Authority on a monthly basis.
i. Technical Change / Service Request (CR/SR) Management - The Supplier shall keep track of the technical CR/SR that are raised, being implemented and ensure proper closure, which includes maintaining the required documents in Authority’s repository or case management system. The Supplier shall consolidate the list of technical CR/SR to update Authority on a monthly basis.
i. The Supplier shall propose, document and work with Authority to implement improvements to the current work processes to achieve increased efficiency and effectiveness in delivering the maintenance support services.
i. The Supplier shall ensure that SSL Certificates in SAP and non-SAP servers are renewed timely (e.g. by sending timely reminders to Authority before expiry of SSL Certificates).
i. The Supplier shall support technical refresh and upgrade activities for both SAP and non-SAP landscapes where required, such as managing the timeline, coordinating activities among various parties, and reviewing of documentation. The Supplier shall support new initiatives, such as onboarding of compliance platform and ticketing system.
i. The Supplier shall provide support for audits if required, including self-checks, audit related responses, and remediation actions. The Supplier shall consolidate and prepare submission of checklists related to audit, compliance and governance, and update DSTA PM and Ops Manager. The Supplier shall maintain and coordinate updates to the Technical Architecture diagrams, and update relevant documents such as SOP, ACL, and Access Control Matrix (ACM) where necessary.
i. The Supplier shall prepare monthly updates to OM on the end-of-support status and vulnerability/patching status of e-HR components.
i. The Supplier shall coordinate and perform secretariat role for meetings with different stakeholders and internal meetings.
i. Project Management - The Supplier shall support Authority in project management and administration, and be responsible for the following:
1. Support administrative work for CRs.
1. Maintain the master CR lists, provide CR statistics, provide support for CR prioritisation discussions, and consolidate approved CRs.
1. Monitor the activities to ensure CRs are implemented within agreed implementation timeline.
1. Review all quarterly and monthly e-HR KPI for CR/SR impact assessments, System Incident Reports, and Customer Satisfaction Survey, review the KPIs supporting documents, and submit a report to Authority on the validation. This shall include a brief analysis which indicates the CR (if any) that attributed to the root cause of the System Incident Report.
1. In addition, the Project Manager shall be responsible to supervise and train team members. In the event of turnover, the Project Manager shall maintain effective continuity of operations and ensure proper handing/taking over process is done.
Requirements for System Management Officer System Management Services
Education Qualification
· At least a Degree/Diploma in Computer Science, Information System, Science, Engineering or Equivalent.
Required Competencies
a. Good knowledge of information technology.
b. Good planning and coordination skills.
c. Strong writing, verbal communication and presentation skills.
d. Good team player, responsible and conscientious.
e. Resourceful, independent, responsive and pro-active.
f. Proficiency in Office productivities suites such as Microsoft Office and
g. Microsoft Project.
h. Proficiency in ARIS tool is advantageous.
Required Working Experience
a. At least 4 years of working experience in information technology; preferably in SAP HCM
b. At least 2-3 years of experience in project management.
c. Has good supervisory and communication skills.
d. Knowledge of SAP HCM ERP is preferred.
e. Knowledge of Weblogic and Java is preferred.
Experienced in SG Government projects is preferred
