MANAGED IT SUPPORT SERVICES

Seeking local ICT managed services providers with capability to support users on 24x7X365 L1 SUPPORT: • Operate a 24x7x365 service desk and surveillance function for the agreed production services. • Monitor alarms, dashboards, service KPIs, transaction success rates, interface status, batch jobs, queues, resource utilization and critical log events • Operate a 24x7x365 service desk and surveillance function for the agreed production services. • Monitor alarms, dashboards, service KPIs, transaction success rates, interface status, batch jobs, queues, resource utilization and critical log events L2 SUPPORT: • L2 support shall provide in-depth technical analysis and restoration for incidents escalated by L1. L2 remains responsible for technical ownership, coordination and closure even where Huawei/OEM L3 or another third party is engaged. • Analyze application, middleware, database, API, integration, transaction, system and security logs to isolate faults and identify root cause. • Reproduce issues in controlled environments where feasible and compare successful and failed transaction flows. • Perform advanced troubleshooting of interfaces, service endpoints, certificates, schedulers, queues, files, database sessions, application processes and platform configurations. • Implement approved intermediate fixes, configuration corrections and controlled operational workarounds. • Prepare technical change plans, methods of procedure (MOP), implementation steps, rollback plans, verification plans and activity reports. • Coordinate patches, releases, hotfixes and vendor recommendations with, Huawei/OEM L3, infrastructure, network, security and business teams. • Own incident bridges for major incidents and provide structured technical updates, decisions, risks and action tracking.