Storage Engineer

Statement of Work (SOW)

Resident Engineer of Storage and Backup Platform

Location: Katong

Working Hours: 8:45am 6:00pm (may require after office hour & weekend support)

1. Purpose

This Statement of Work (SOW) outlines the requirements, responsibilities, and scope of services for the provision of a qualified Storage and Backup Engineer (the Engineer) which is to collaborate, provide technical support services and advisory role to perform Storage Area Network related migration/technology refresh projects, enterprise storage/backup BAU administration, monitoring, configuration, maintenance, troubleshooting, incident resolution, installation and patch deployment. The resource is required to backfill the position vacated in November to ensure continuity and stability of the Bank's storage and data protection environments.

2. Background

The Bank's storage and backup infrastructure is critical to maintaining the availability, integrity, and recoverability of corporate data and core banking systems. The departure of the former Storage and Backup Engineer has created a resource gap that must be filled to sustain daily operations, address incidents, and support ongoing technology initiatives.

3. Scope of Services

The Service Provider shall supply a Resident Storage and Backup Engineer who will perform the following services:

3.1 Storage Infrastructure Operations

The Engineer shall:

• Monitor & administer RHB Enterprise SAN storage and data protection services infrastructure encompassing SAN/NAS storage subsystems, SAN switches, network switches, backup server/appliances and enterprise backup software to attain 24 x 7 x 365 system availability and protect RHB Bank data.
• Perform storage provisioning, volume/LUN creation, zoning, mapping, and performance optimization.
• Conduct firmware, software, microcode upgrades, and capacity expansion activities.
• Provide Level 1Level 3 operational support for storage-related incidents and service requests.
• Coordinate with original equipment manufacturers (OEMs) for hardware replacement, root-cause analysis, and maintenance activities.
• Ensure storage operations comply with the Bank's security, governance, and audit requirements.

3.2 Backup and Data Protection Operations

The Engineer shall:

• Administer and support enterprise backup and recovery platforms (e.g., Veritas NetBackup, Veeam, Commvaultadjust as applicable).
• Perform daily backup monitoring, job verification, failure remediation, and restore execution.
• Maintain backup policies, retention rules, and data protection standards in accordance with regulatory and internal requirements.
• Perform disaster recovery and testing such as periodic restore testing to comply with regulatory requirements and to meet defined RTO and RPO.
• Implement configuration changes, patching, and system optimization for backup infrastructure.

3.3 Operational Support and Documentation

The Engineer shall:

• Perform daily operational health checks on storage and backup systems.
• Document system configurations, procedures, and operational guidelines. This includes to established storage and backup checklists, Standard Operating Procedures (SOP), Change Management and bank's policies and procedures for daily operation and support tasks for standardization and ease of management.
• Update inventories, asset records, and capacity/utilization reports on a regular basis.
• Support audit requests, compliance reviews, and risk assessments.
• Provides on-call support to address and fix system anomalies escalated by operations and users.

3.4 Project Support

The Engineer shall support:

• Collaborate with section head in defining new hardware architecture, design, implementation and support of storage and backup environment to attain operation efficiency, cost effectiveness, resiliency and scalability.
• Data Centre migration exercises, system refreshes, and data center activities.
• Technical assessments and recommendations for improvements or enhancements.

4. Requirements (Qualifications/Experience/Skills)

The Service Provider shall ensure below requirement listed are met.

4.1 Formal Education:

• Candidate must possess minimum Bachelor's Degree, Post Graduate Diploma, Professional Degree in Information Technology field or equivalent.

4.1 Professional Accreditation:

• ITIL V3 Foundation Certified preferred or equivalent.
• COMPTIA+/SNIA Certified Storage Engineer (SCSE) preferred or equivalent.

4.2 Preferred level of experience (by years/function/industry):

• Minimum 5 - 10 years experience in supporting, administering and operating large enterprise class storage/backup landscape.
• Able to administer and support Storage & Backup technology such as Netapp AFF A400, A70, C250, C30, FAS 8300, Hitachi Content Platform, Dell UnityXT380, SCV3020, NetApp AIQUM, NetApp DII, Dell UniSphere Manager, Commvault Cloud Data Protection v11.32 onwards, Cohesity DataProtect, Dell Avamar, Dell Data Domain DD6300, and Brocade/Cisco SAN Switch/Directors.

5. Deliverables

The Service Provider shall ensure the delivery of the following items:

i. Daily and Weekly Operational Reports covering storage and backup system health.

ii. Monthly Capacity and Performance Reports including trends and forecasts.

iii. Updated Documentation, including:

• Storage and backup inventories
• Configuration documentation
• Standard operating procedures (SOPs)
• Incident, change, and problem records

iv. DR Test Support Documentation summarizing activities and outcomes.

v. Timely Closure of Incidents and Requests in accordance with the Bank's service-level expectations.

6. Period of Performance

The services described in this SOW shall be delivered for a period of six (6) months, commencing on the mutually agreed start date.

7. Place of Performance

Services shall be delivered primarily onsite at the Bank's premises, with remote or hybrid work permitted subject to the Bank's policies and management approval.

8. Roles and Responsibilities

8.1 Responsibilities of the Bank

The Bank shall:

• Provide system access, workspace, and required tools.
• Supply relevant documentation, environment details, and operating procedures.
• Facilitate necessary approvals for change activities and maintenance windows.
• Coordinate interactions with internal teams and third parties as required.

8.2 Responsibilities of the Service Provider

The Service Provider shall:

• Provide a skilled and experienced Storage and Backup Engineer meeting the Bank's technical and compliance requirements.
• Ensure continuity of service in case of illness, absence, or resource unavailability.
• Ensure the Engineer complies with the Bank's regulatory, security, and confidentiality obligations.
• Maintain adequate insurance, certifications, and compliance as required by the Bank.

9. Acceptance Criteria

The services will be considered acceptable upon meeting the following criteria:

• Stable and reliable operation of storage and backup systems with no major service disruptions attributable to the Engineer.
• Completion of all deliverables within agreed timelines.
• Compliance with the Bank's operational, security, and audit requirements.
• Positive performance assessment by the Bank's IT management.
• Fulfillment of service levels for incident, problem, and change management tasks.

10. Confidentiality

All information accessed or obtained by the Engineer during the engagement shall be treated as strictly confidential. The Service Provider shall ensure compliance with the Bank's confidentiality agreements, data protection policies, and regulatory requirements.

11. Authorization

This SOW becomes effective upon signature by authorized representatives of both the Bank and the Service Provider.