The supplier must provide administration, user support, performance monitoring and tuning, and capacity planning for Middle-tier software. The supplier must provide a technical leadership role in the planning, development, implementation, maintenance, documentation, and support of a large and complex distributed server environment. The supplier must devise growth plans to ensure that the hosting environment can support the projected growth. Additionally, they must create and implement procedures that support proactive problem detection and avoidance. The supplier must maintain and provide notification to client management of any critical failures or potential missed milestones. Provide a support team available 24 hours a day, 7 days a week, 365 days a year, to manage all client middle-tier software infrastructure both on-premises and within the external cloud, across all required environments (DEV/SIT/CAT/PROD), from provisioning through day-to-day operational support and decommissioning. This includes, but not limited to, the management and support of all patching, certificate management, license management, regulatory compliance (PCI/SOX), automation, and general maintenance of supported servers.
Manage work tasks via the client ServiceNow application in accordance with the Change Management Service Level Agreements (SLAs).
Maintain staff qualifications to support client implemented technologies: web and application servers, containers and container management, messaging technologies, cloud platform and services, automation tools, scripting languages and monitoring tools. Current technologies in use are Apache Tomcat, WildFly, Oracle Fusion Middle Tier (OFM), IBM WebSphere, Apache HTTP, Kubernetes, Docker and other types of containers, IBM MQ, Kafka, Zookeeper, RedHat OpenShift, RedHat 3scale Ansible, Google Cloud Platform, Microsoft Azure, Linux shell scripting, Microsoft PowerShell, JYTHON, AppDynamics, Zabbix, SolarWinds, Neustar and Splunk. After implementing new technologies supported by Middle Tier Services, ensure staff are trained prior to 30 days of "go live" date.
Manage work tasks via the client ServiceNow application in accordance with the Change Management Service Level Agreements (SLAs) as stated in 2.2.1 Change Management Service Level Acceptance Criteria section.