Provide Administration support services for Oracle Applications described in Service sizing section

including all daily, weekly, and monthly Administration tasks.

Upgrade the Legacy application to the latest version to meet the needs of all divisions
Provide Administration support services for the current Application and Database Oracle high
availability products, install patch and maintain and upgrade.
Dealing with the user Day-To-Day Oracle Application operation requests during the normal
determined working hours.
Dealing with Oracle support in case of database or application BUGs.
Supporting Planned Maintenance and Downtime activities after office hours for production
environments.
Co-ordinate with respective stakeholders through SJC teams to support and solve applications related
issues.
Routing the requests to the right service providers in case of application developed by third party
vendors.
Troubleshoot application or application integration issues and help to resolve.
Monitor general health of applications and implement corrective action upon approval from SJC.
Analyzing the open incident to provide permanent or temporary solution.
Opening problem tickets on ITSM tool to investigate and analyze the root cause of the repeated
incident.
Reporting and communicating the current problems with SJC management on weekly basis.
Raising any risks which may be caused by specific problem.
Opening PMRs with third party vendors and providing the required logs to solve the problem.
Executing the third party vendors recommendations to solve the problem.
Applying the solution in production environment through change management process after a
complete testing of the proposed changes in staging environment.
Executing rollback plan in case of any change was failed.
Maintain updated Technical Documentations.
Codes maintenance and bug fixing.
Executing the refund cases in case of integration issues were occurred.
Running SQL script to update the production DB.
Generating the requested end user reports.
Providing backend Errors or Rejection reason for failed transactions.
Verifying fraud transactions done by user.
Applications support team will support minor enhancements or new requirement requested by SJC
under the following conditions:
o Clear business requirement document should be delivered and singed by SJC
o Development/Change activity should not be more than 16 development hours.
o SJC QA team should confirm complete change before raising the change request.