DOM ment Code NKW/QSP/ST-SYS

Issue No. I
Issue Date 16/11/2017
Revision No. 0
Revision Date 16/11/2017

PROCESS OWNER Systems Executive

PURPOSE Requirement for systems assistance such as login and e-
mail id creation. maintenance of computers, system
backups and breakdown assistance

BOUNDARIES
Pro Call for assistance for computer maintenance. backup or
Starting Point of login and e-mail id
Process
Ending Point of Fixing computer and dosing work order. Login and e-
Process mail id creation and releasing backups

INPUTS TO •Request for e-mail id. login id and backup

PROCESS (Product •Request for software installation and system
/ Document / maintenance
Information) •To give access rights

PROCESS DESCRIPTION Process description and Map attached

OutPuts From Process •Job And Server Backups

(Product/ •Fully – Functional Systems
Document/Infoemation) •Read/Write Access In Server

INTERNAL CUSTOMERS TO REQUIREMENTS OF CUSTOMERS AS MEASURED BY

PROCESS (In terms of Quality /
Delivery / Cost Parameters)
Production Team Fully functional systems having 90% up Response time
time and getting backups Backup retrieval failure
Mean time to repair
Support functions Fully functional systems having 9046 up Response time Mean time to
time repair
Top Management Fully functional systems having 96036 Response time Mean time to
up time repair
PROCESS PERFORMANCE MONITORING & MEASUREMENT
Measure Definition Frequency Record reference
(Identified in 'As Measured By' of
above) Monitoring

Backup retrieval failure The number of times request for Daily Online backup
backup fails/month tool
Mean time to repair (AMR) Total repair time divided by Daily OTRS
number
of breakdowns/ month
Mean Response time Difference between time of Daily OTRS
receipt
of complaint and time of
attending
to complainbrnonth

RESOURCE REQUIREMENTS
INFRASTRUCTURE REQUIRED
WORK ENVIRONMENT
HUMAN RESOURCES (Competency required)
Position Education
Network Engineers or Graduate
Network Administrator
Computer spare parts (MIL). CD and
DVD's
Normal waking conditions
Experience Skills
I to 4 years •Good communication skills
•Good concept understanding of networks.
computers. hardware troubleshooting. LAN
setup
•Thorough understanding of Domains.
Servers. AD's
•Preferably certified in any one of (DONA /
RHCE / MDSE

RECORDS
Name Location / Path Name Retention
Period
Woe@ -Backup system httofinewbackup.nevegen.co Peri-
anent
Laptop Requisition Fonn(emstil) Hard Copy File (All New laptop 1 yesr
request will be done through
email)