Oracle AMS Support Services

The Vendor is required to provide application management services (AMS) for oracle’s cloud applications and services.
- Timely and reliable access to data is critical to these outcomes.
- Outcomes that include:
• A stable and reliable platform with minimal disruption to business operations
• Reduced reliance on manual processes through automation
• Improved user experience across core business functions
• Better alignment between system capabilities and evolving business need
• Consistent, accurate and trusted data across processes and functions
• Timely access to data to support operational reporting, analytics, and decision-making needs
• Strong security controls and governance to protect sensitive financial and workforce information
• Effective management and resolution of bugs, incidents - functional and non-functional (security, performance etc.) production issues
• A structured and responsive approach to enhancements that support continuous improvement
• A platform that can scale and adapt to changing requirements without compromising stability
• Strong governance across system, data, security, reporting and operational processes
- Foundation support services
• Incident and service request management: defect resolution, configuration, data, and integration issues
• Root cause analysis and recurring problem management: investigation of recurring issues and implementation of preventive measures
• Urgent production support: rapid response and service restoration for business-critical disruptions
• Quality assurance and testing: functional and regression testing for fixes and changes, apply risk-based testing for oracle releases and updates, and use automation to maintain a reusable suite of core test cases supporting release validation and post-change smoke testing
• Data quality and integrity: correction and valuation of data issues, and verification of data accuracy across agency processes following changes and load
• Scheduled process and integration monitoring: proactive monitoring, detection, and recovery of failed or stalled batch jobs and inbound and outbound file feeds, including general ledger write-back, payroll actuals, and carrier files, before business impact occurs
• Oracle releases and oracle driven updates (including and not limited to redwood releases, SSO and similar updates) and environment refreshes: release note review, impact assessment, optional feature evaluation, applying update across environments, regression testing, and defect tracking
• Oracle support coordination: service request tracking and escalation on agency behalf
• Security and access controls: user access management, role administration, and adherence to agency existing security and governance processes
• Approval workflow and business rule maintenance: keeping approval hierarchies, limits, and routing aligned with agency security and governance processes
• Maintenance of existing reports and integrations: correction and adjustment of current reporting and integration assets; the design and build of net-new reports or integration falls under expert services (a2.2)
• Continuous improvement: identification of opportunities to reduce manual effort, improve workflow, and operational efficiency.
• Operational reporting: ticket volumes, aging, SLA performance, recurring issues, and risks
• Documentation and knowledge retention: maintenance of runbooks, known issues, test cases, and support records as current, transferable operational assets.