Customer Information System Application Maintenance and Application Development Support

The vendor required to provide comprehensive ongoing support and development services for its corporate customer information system (CIS), powered by oracle customer care and billing (CC&B) application management services (AMS) and application development services (ADS) to ensure continued stability, scalability, and performance of the application.
- Application maintenance support (AMS):
•    Daily support ticket resolution including SLAs. 
•    Testing, installing and releasing application patches. 
•    Bug fixes and minor enhancements. 
•    Troubleshoot to restore application use in the event of a failure, including after-hours support. 
•    Identify, design, and implement technical solutions to address complex issues within CIS. 
•    Maintain, manage and update technical system documentation, including configuration, integration points, and process flows.
•    Collaborate with internal development teams by providing technical guidance and support during development, testing, and deployment, especially when it comes to troubleshooting interface issues 
•    Provide on-call and standby support outside regular business hours, as directed by agency. 
•    Responsible for supporting the CC&B application across all environments deployed within the oracle cloud infrastructure (OCI) instance owned and supported by agency. 
•    The in-scope environments include production, testing, training, development and disaster recovery. 
•    All these environments must be maintained in a consistent and operational state to support development, testing, training and business continuity objectives.
- Application development services (ADS):
•    Designing and implementing application interface solutions based on business and technical requirements. 
•    Developing and documenting application components and system integrations in alignment with approved solution designs. 
•    Analyzing and resolving complex issues encountered during the application development lifecycle. 
•    Translating business needs and customer requirements into scalable, maintainable application solutions. 
•    Building and integrating applications that support agency business processes and technical architecture. 
•    Providing technical support for development environments, tools, and platforms used across the CIS solution. 
•    Continuous improvement of the technical components.