Start: 01.08.2024
End: 31.12.2026 (option: 31.12.2027)
Location: Remote (90%), Munich (5%), Bonn (5%)
Service description:
Support in the operation of a groupware solution based on MS Exchange / MS Outlook and Domino.
Service package A: Operational services as part of the IT service lifecycle phase Operations: Incidents, problems and changes
Support services as part of the IT service lifecycle phase Operations:
1. Support in the support process in accordance with Incident Management:
a. Analysis and identification of the incident or problem
b. Conception of technical solutions and their implementation
c. Recording, documentation and tracking in the ticket tool along the entire incident process
d. Identification of recurring problems and design of technical solutions for future processing and documentation in accordance with the incident management process
2. Automate and document activities as part of the continuous improvement process (CIP) using PowerShell scripts:
a. Adjustments to documentation and/or the IT systems are to be implemented and documented according to specifications as in the incident process.
3. Activities within the scope of change management - installation, configuration and documentation of changes to the Exchange and Domino mail systems in accordance with change management.
a. Installation and configuration
b. Assignment of tasks and specifications via IT service management tool
4. Activities within the scope of Problem Management - consideration of errors that have not been resolved as part of the incident process.
a. Error analysis and identification of the problem
b. Conception of technical solutions to eliminate the problem in the form of troubleshooting and workarounds
c. Documentation and tracking in the ticket tool along the entire problem management process
5. Evaluations and tests as part of test management:
a. Creation of test cases according to predefined processes and/or predefined tools
b. Processing of test orders
c. Documentation of test results as well as anomalies and anomalies along the entire test management process
d. Reporting of anomalies and anomalies
Service package B: Transformation process in the context of the migration of legacy computing systems Support services in the context of the migration of legacy systems:
1. Analysis and design of the infrastructure consolidation or rump infrastructure:
a. Consideration and realization of necessary software-hardware refreshes during implementation measures
b. Contribution of technical findings to the iterative analysis result of the legacy systems' meltdown
2. Participation in relevant meetings for internal and external stakeholders on the technical aspects of phasing out HCL Notes
3. Documentation of the meltdown activities:
a. Development and documentation of guidelines in the sense of guard rails (right and left boundary) and the objectives to be achieved
b. Recording, preparation and realization of the necessary Notes/Domino operation shutdown activities for the legacy systems domain
c. Preparation of concepts and processes for potential deletion of e-mail resources (mailboxes, etc.)
d. Identification of the potential for deletion in the form of interviews and the updating of the current deletion guidelines
e. Tracking of the provided results of the meltdown via holistic reporting with the establishment of corresponding quality and risk management
f. Updating the situation overview of the legacy systems, including updating the price indication and milestone plan
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