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Maintenance, Operations and Evolution of the TEC Management Information Systems


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Description: 

Job code: RT-S/TEC-PI/00424

Job posted on: Mon, 2018-03-19 11:47

Location: ESTEC-Noordwijk

Country: The Netherlands

Education: Master degree

Contract type: Permanent

Start Date: within 2 months

General Requirements

The Contractor shall have competence in the development of web applications and databases:
• Strong Oracle database development experience including SQL, PL/SQL, performance tuning etc. Expert skill level with Oracle’s Application Express framework (Oracle APEX). Some knowledge of Oracle RESTful services programming
• Strong knowledge of HTML5, JavaScript, Ajax, CSS, and JSON
• Strong understanding of relational database concepts and data modelling
• Knowledge of Microsoft Office package (Word and Excel), in particular mergingdata with templates
• Microsoft and IBM integration via Ole automation
• SMTP
The Contractor shall have expert knowledge of Data Warehousing principles and concepts, and a strong experience in Business Intelligence reporting and dashboard design and ETL processes and industry best practices.
The Contractor shall liaise with the ESA Technical Responsible for any activity requiring coordination with the ESA IT corporate infrastructure and services.

Deadline for application:6/4/2018

Task to be performed:

The Contractor shall support product owners in producing software requirements and implement the requirements for the software product into an architecture design and a software design, following best software engineering practices and in agreement with ESA.
The Contractor shall document software requirements covering new software requests, software changes, software upgrades, and software phase out.
The Contractor shall operate a tool for tracking software requirements.
The Contractor shall establish a software development methodology and document the architectural design and software design.
The Contractor shall document and keep up-to-date a software development plan in agreement with ESA. The plan shall define the scope of software development (e.g. releases), the responsibilities and the planning of activities. The project plan shall include milestones for requirements gathering/business process analysis meetings, development design sessions, and prototype demonstrations when applicable.
The Contractor shall establish and document a process for source code management to track changes and merging of code over time, which changes happened to the code at any point in time, for what version of the code and by whom.
The Contractor shall establish and maintain development, testing and productionenvironments suitable to install and execute source code components.
The Contractor shall plan, document and execute tests for each software unit and integrated software component ensuring that it satisfies its requirements and document the results.
The Contractor shall involve the product owners in the performance of acceptance testing of the developed software solutions. If required by ESA the Contractor shall perform acceptance testing on behalf of the product owner.
The Contractor shall establish a document management system for software projects or adopt an existing system, if available, from ESA.
The Contractor shall document and establish a deployment plan in agreement with ESA before each software rollout. The deployment plan shall document as a minimum:
• The roles and responsibilities of all stakeholders,
• The definition of the application,
• The operational readiness of the software,
• The deployment metrics,
• The transition to operational support, including operations and maintenance planning, and the training and communications plan.
The Contractor shall provide a user manual and an operations and maintenance manual for each stand-alone software product developed.

Application Maintenance and Operations
Maintenance encompasses modifications that fix application problems caused by design, logic, or coding errors. This type of maintenance is often triggered by an explicit service desk ticket or problem report and often involves errors that must be addressed immediately.
The Contractor shall perform corrective maintenance in response to user reported problems for applications in scope, i.e.:
• Manage the application lifecycle and evolution
• Implement with highest priority urgent and security related upgrades
• Provide unlimited application software patches, bug-fixes and other updates as part of the maintenance servicesTrack application software defects and have software patches released as needed to address these defects.
• Address any non-urgent upgrade/migration need in the Monthly Report. For Software Problem Reports raised by the users, the Contractor shall take immediate action to find and implement the solution in the shortest possible time
The Contractor shall define the criteria for software problem (bug) criticality.
The Contractor shall define the criteria for bug reporting, fixing and deployment in production environment.
The Contractor shall establish and maintain a software configuration control and operational plan.

The Contractor shall employ clear and comprehensive release plans that enable customers and business plans to align their activities with the plans that minimize unpredicted impact on the production services, operations, and support organization.
Whenever an action requires a service downtime, the Contractor shall request and obtain prior authorisation from ESA Technical Responsible before proceeding.
Planned downtime for routine maintenance, upgrades or problem resolution shall not be performed during NWH (Nominal Working Hours: 0800hrs to 1800hrs (CET) from Monday to Friday, except ESTEC bank holidays), except for implementation of authorized emergency measures.
In case of planned downtime, the Contractor shall inform the affected users in advance after obtaining prior authorisation from ESA Technical Responsible before proceeding
In case of unplanned downtime, the Contractor shall inform immediately (i.e. max 1 hour from detection of outage) the users impacted by the loss of service.
The downtime notification (planned or unplanned) shall indicate as a minimum the services involved, the affected users, the nature and estimated duration of service interruption.
The Contractor must issue a confirmation note of service restoration after a planned or unplanned downtime shall be issued after the service restoration

Application and User Support Services
The Contractor shall provide a first line of support to the user community to:Provide assistance to the user community in the technical and functional use of the applications under the Contractor’s responsibility
• Address requests related to applications and products out of his scope to the relevant support groups in ESA
The Contractor shall provide second line support guaranteeing specialized competencies in all the applications in scope.
The Contractor shall provide training on request to the user community for all the applications in scope. To this end the Contractor shall be able to provide a training environment (“sand box”) allowing training without affecting the production environment. Training plan shall be authorised from ESA Technical Responsible before proceeding
The helpdesk shall log all the requests received either by phone or by email, from and sent to customers in a proposed internal ticketing system or adopting an ESA existing one and perform all the necessary tasks to resolve the problem remotely either by phone or via email in customer priority order.
The helpdesk shall use the call logging form to enter the name of the customer, date & time of the call, description of the request, due date of resolution, the actionee(s), the status of the call (open, in progress, solved, closed) and the history of the resolution.
The helpdesk shall provide users with access to track and view the correspondence history of each message to ensure that the users are kept fully aware of the status of their call.
On resolution of an incident ticket, the Helpdesk shall contact the client to inform him of the problem resolution and ensure it has been done to his full satisfaction.
All tickets must be saved in a dedicated database and can be searched and retrieved at any times for accurate reporting or logical problem solving.
The helpdesk shall manage all user access (when applicable), from the creation to the update of the account (password, access rights) for all applications.
The Contractor shall provide expert advice regarding current system functionality:
• for manipulation of the database (e.g. generation of specific script for data upload, application configuration, etc.);
• for configuration request at database level.

Contact information: l.petkov@vitrocisetbelgium.com o.recca vitrocisetbelgium.com jobs@vitrocisetbelgium.com

Ideal Candidate: 

General Requirements

The Contractor shall have competence in the development of web applications and databases:
• Strong Oracle database development experience including SQL, PL/SQL, performance tuning etc. Expert skill level with Oracle’s Application Express framework (Oracle APEX). Some knowledge of Oracle RESTful services programming
• Strong knowledge of HTML5, JavaScript, Ajax, CSS, and JSON
• Strong understanding of relational database concepts and data modelling
• Knowledge of Microsoft Office package (Word and Excel), in particular mergingdata with templates
• Microsoft and IBM integration via Ole automation
• SMTP
The Contractor shall have expert knowledge of Data Warehousing principles and concepts, and a strong experience in Business Intelligence reporting and dashboard design and ETL processes and industry best practices.
The Contractor shall liaise with the ESA Technical Responsible for any activity requiring coordination with the ESA IT corporate infrastructure and services.

Deadline for application:6/4/2018

Task to be performed:

The Contractor shall support product owners in producing software requirements and implement the requirements for the software product into an architecture design and a software design, following best software engineering practices and in agreement with ESA.
The Contractor shall document software requirements covering new software requests, software changes, software upgrades, and software phase out.
The Contractor shall operate a tool for tracking software requirements.
The Contractor shall establish a software development methodology and document the architectural design and software design.
The Contractor shall document and keep up-to-date a software development plan in agreement with ESA. The plan shall define the scope of software development (e.g. releases), the responsibilities and the planning of activities. The project plan shall include milestones for requirements gathering/business process analysis meetings, development design sessions, and prototype demonstrations when applicable.
The Contractor shall establish and document a process for source code management to track changes and merging of code over time, which changes happened to the code at any point in time, for what version of the code and by whom.
The Contractor shall establish and maintain development, testing and productionenvironments suitable to install and execute source code components.
The Contractor shall plan, document and execute tests for each software unit and integrated software component ensuring that it satisfies its requirements and document the results.
The Contractor shall involve the product owners in the performance of acceptance testing of the developed software solutions. If required by ESA the Contractor shall perform acceptance testing on behalf of the product owner.
The Contractor shall establish a document management system for software projects or adopt an existing system, if available, from ESA.
The Contractor shall document and establish a deployment plan in agreement with ESA before each software rollout. The deployment plan shall document as a minimum:
• The roles and responsibilities of all stakeholders,
• The definition of the application,
• The operational readiness of the software,
• The deployment metrics,
• The transition to operational support, including operations and maintenance planning, and the training and communications plan.
The Contractor shall provide a user manual and an operations and maintenance manual for each stand-alone software product developed.

Application Maintenance and Operations
Maintenance encompasses modifications that fix application problems caused by design, logic, or coding errors. This type of maintenance is often triggered by an explicit service desk ticket or problem report and often involves errors that must be addressed immediately.
The Contractor shall perform corrective maintenance in response to user reported problems for applications in scope, i.e.:
• Manage the application lifecycle and evolution
• Implement with highest priority urgent and security related upgrades
• Provide unlimited application software patches, bug-fixes and other updates as part of the maintenance servicesTrack application software defects and have software patches released as needed to address these defects.
• Address any non-urgent upgrade/migration need in the Monthly Report. For Software Problem Reports raised by the users, the Contractor shall take immediate action to find and implement the solution in the shortest possible time
The Contractor shall define the criteria for software problem (bug) criticality.
The Contractor shall define the criteria for bug reporting, fixing and deployment in production environment.
The Contractor shall establish and maintain a software configuration control and operational plan.

The Contractor shall employ clear and comprehensive release plans that enable customers and business plans to align their activities with the plans that minimize unpredicted impact on the production services, operations, and support organization.
Whenever an action requires a service downtime, the Contractor shall request and obtain prior authorisation from ESA Technical Responsible before proceeding.
Planned downtime for routine maintenance, upgrades or problem resolution shall not be performed during NWH (Nominal Working Hours: 0800hrs to 1800hrs (CET) from Monday to Friday, except ESTEC bank holidays), except for implementation of authorized emergency measures.
In case of planned downtime, the Contractor shall inform the affected users in advance after obtaining prior authorisation from ESA Technical Responsible before proceeding
In case of unplanned downtime, the Contractor shall inform immediately (i.e. max 1 hour from detection of outage) the users impacted by the loss of service.
The downtime notification (planned or unplanned) shall indicate as a minimum the services involved, the affected users, the nature and estimated duration of service interruption.
The Contractor must issue a confirmation note of service restoration after a planned or unplanned downtime shall be issued after the service restoration

Application and User Support Services
The Contractor shall provide a first line of support to the user community to: Provide assistance to the user community in the technical and functional use of the applications under the Contractor’s responsibility
• Address requests related to applications and products out of his scope to the relevant support groups in ESA
The Contractor shall provide second line support guaranteeing specialized competencies in all the applications in scope.
The Contractor shall provide training on request to the user community for all the applications in scope. To this end the Contractor shall be able to provide a training environment (“sand box”) allowing training without affecting the production environment. Training plan shall be authorised from ESA Technical Responsible before proceeding
The helpdesk shall log all the requests received either by phone or by email, from and sent to customers in a proposed internal ticketing system or adopting an ESA existing one and perform all the necessary tasks to resolve the problem remotely either by phone or via email in customer priority order.
The helpdesk shall use the call logging form to enter the name of the customer, date & time of the call, description of the request, due date of resolution, the actionee(s), the status of the call (open, in progress, solved, closed) and the history of the resolution.
The helpdesk shall provide users with access to track and view the correspondence history of each message to ensure that the users are kept fully aware of the status of their call.
On resolution of an incident ticket, the Helpdesk shall contact the client to inform him of the problem resolution and ensure it has been done to his full satisfaction.
All tickets must be saved in a dedicated database and can be searched and retrieved at any times for accurate reporting or logical problem solving.
The helpdesk shall manage all user access (when applicable), from the creation to the update of the account (password, access rights) for all applications.
The Contractor shall provide expert advice regarding current system functionality:
• for manipulation of the database (e.g. generation of specific script for data upload, application configuration, etc.);
• for configuration request at database level.

 

 

 

Contact information: 
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