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Miral - Managed Services - Coggle Diagram

- - - - Daily data platform operations (including incident resolution).
      - Data platform administration, monitoring, and maintenance.
      - Platform monitoring and optimization (this includes optimizing and monitoring the existing pipelines usage and cost.)
      - Data ingestion pipeline development and deployment (including backup) using CI/CD process and following data engineering best practices.
      - Data Pipeline Maintenance.
      - Maintenance of Data Catalogue.
      - Documentation.
      - Volume (2023) - 310 requests (S-93, M-121, L-106)
        
        Incidents -125
        
        Monitoring - 40
        
        Data Availability or config check - 45
        
        Trouble shooting - 40
        
        Service Requests - 115
        
        Adhoc reporting (prepare data sets, data upload, ML models issue) - 35
        
        Request for revenue management cloud service files - 40
        
        Access request, data refresh, Lineage - 40
        
        Change Requests - 20
        
        Code Change & fixes - 15
        
        Automation requests - 5
        
        Platform Maintenance & Admin - 50
        
        Job optimization - 20
        
        Alerting/automation - 30
        
        Documentation - 10
    - - Reporting: creating new reports (~2 per month), responding to ad-hoc queries.
      - Responding to service or incident requests as it relates to BI reports.
      - Operational support related to the reporting (refresh dashboards, user access management, adding any new KPI etc.)
      - Documentation
      - Volume 2023 - 358 (S-220, M - 95, L - 34, XL - 10)
        
        Incidents -61
        
        Monitoring / Dataset Failure Recovery / Bridge server / PBI gateway
        
        Incorrect data appearing in reports/ dashboards - Bug fix
        
        Data Quality Issue Investigation
        
        Key Dashboard Failure Recovery
        
        Network connectivity troubleshooting
        
        Service Requests - 195
        
        Handling access requests - new, modify, remove
        
        Handling row level security requests
        
        Setting up email subscriptions
        
        Create new extracts/ amend datasets
        
        Regression Testing
        
        Manual update for reports (Weekly, Monthly)
        
        Usage Stats Report and Content review
        
        Support Service delivery for user config for Tableau/ PowerBI
        
        Change Requests - 54
        
        Modifying existing dashboards with additional/ modification of charts, filters, titles, updating metric definitions, formula with documentation
        
        Updating dashboards for Logo/ Title/ Branding
        
        Additional views in existing dashboards with documentation
        
        Ad-Hoc -49
        
        Requests for Statistics and analysis
- - - - Daily Data Platform operations
        
        Data ingestion monitoring & maintenance
        
        Need to maintain a log which captures
        
        Date
        
        Data source name
        
        Job name
        
        Jobs start and end date and time
        
        Job duration in minutes
        
        Number of data records processed
        
        Status
        
        Advanced Analytics Layer monitoring & maintenance
        
        Need to maintain a log which captures
        
        Date
        
        Data source name
        
        Job name
        
        Jobs start and end date and time
        
        Job duration in minutes
        
        Status
        
        Data load failure management and recovery
        
        Data validation (quality monitoring)
        
        Incident management & SLA's
      - Data Platform Administration, Monitoring and Maintenance
        
        Storage Capacity Monitoring
        
        Data Back Up and Purge Policy
        
        Infrastructure Utilization Monitoring
        
        Licenses and software version monitoring and upgrade
        
        Server connectivity and configuration
        
        Data and User Access Management
      - Data Platform Monitoring and Optimization
        
        Data ingestion pipeline optimization
        
        Data ingestion schedule optimization
        
        Analytics schedule optimization
        
        Advance Analytics Model schedule optimization
        
        Data ingestion pipeline code backup
        
        Platform cost monitoring and optimization
      - Data ingestion pipeline development, deployment, and backup
      - Documentation
        
        Data pipeline documentation
        
        Users access documentation
        
        Projects and deployment documentation
    - - Operational BI and Analytics Support
        
        Deploy Analytics and BI Dashboards and Reports
        
        Manage User Access and Permissions
        
        Visualization and Analytics Layer Monitoring
        
        Documentation
        
        Reporting & Dashboards
  - - - ETL/Data Engineering Operations:
        
        Data Pipeline and API Integration: Maintain scalable data pipelines, build new API integrations, and perform data analysis to troubleshoot and resolve data issues.
        
        Data Quality and Availability: Implement processes and systems to monitor data quality, ensuring accurate and available production data for stakeholders and business processes.
        
        DevOps and Automation: Utilize strong DevOps skills, including CI/CD pipelines, version control systems (e.g., Git), and automated testing frameworks, with proficiency in Databricks, ADF, and Python.
        
        Task Management: Manage tasks, report on progress, and prioritize effectively.
      - Machine Learning Operations:
        
        ML Model Management: Manage, deploy, and scale machine learning models in production environments, with a solid understanding of ML principles, algorithms, and techniques.
        
        Monitoring and Error Tracking: Utilize monitoring tools, error tracking, and alerting to ensure model performance and reliability.
        
        Technical Proficiency and Task Management: Demonstrate proficiency in Python and manage tasks, report progress, and prioritize effectively.
      - BI Operations
        
        BI Platform Management: Ensure smooth functioning of BI platforms, troubleshoot data pipelines, ETL processes, and system performance issues, with proficiency in Tableau.
        
        Data Reliability and Collaboration: Identify and resolve data-related issues, collaborate with stakeholders to build data models and create interactive dashboards and reports, ensuring data accuracy, security, and scalability.
        
        Task Management: Manage tasks, report progress, and prioritize effectively.
      - Data Analyst
        
        Data Analysis and Reporting: Gather, clean, and analyze data to generate insightful reports, identify trends and anomalies, and create visualizations to communicate findings to stakeholders.
        
        Data Strategy and Integrity: Assist in designing data collection processes, implement data-driven strategies, and ensure data accuracy and integrity.
        
        Task and Meeting Management: Manage tasks, report progress, prioritize effectively, and create summary meeting notes.
  - - - There should be an onsite team who will shadow the existing team during the transition phase and this team can move offshore once handover is completed.
      - Please indicate the managed service model and availability of onsite and offsite resources.
  - - - P1 1 - 4 hrs
      - P2 2 - 8 hrs
      - P3 - 8 - 12 hrs
      - P4 - 12 - 48 hrs
    - - P1 - 4 - 12 hrs
      - P2 - 8 - 24 hrs
      - P3 - 24 - 48 hrs
      - P4 - 48 - 72 hrs