Information and Communication Technology ( GLC article )

Sources : SSM This division is responsible for managing the software applications and systems, the server room as well as the networks used by SSM. This division is divided into the following six main sections: Operations Section Manages database administration. Manages the Disaster Recovery Centre facility. Supports system administration. Maintains the security of operations and support facilities. Ensures that computer hardware/equipment is in good working order and well-maintained. Manages facilities in the server room such as air-conditioning, access cards, UPS, fire-prevention systems and the surrounding areas. Provides level two user support.

Networking Section Monitors the daily networking infrastructure operations. Manages communication which includes data and voice components. Manages the firewall and IDS. Ensures security for telecommunication and the network infrastructure. Provides level two user support.

Support Services Section Acts as technical support centre for users. Provides efficient assistance and support in the fastest possible response time for each query. Ensures all unresolved queries by the helpdesk are immediately forwarded to the appropriate parties. Gives opinions and responses to SSM on common user problems and subsequently evaluates, if there is a need, for further training, documentation or changes to the existing services. Records all details of calls made and advice or assistance provided for reference purpose or statistical use.

System Development Section Manages all development, administration, management and maintenance of application works. Carries out all upgrade and repair works. Produces ad-hoc reports from internal and external customers. Provides level two user support.

E-service and Planning Section  Cooperates with the Marketing and Business Development Division in designing a strategy to use information in the database for product development or to improve customer service.  Acts as an intermediary for the ICT Division and other divisions in product development (including the production of reports). Develops and maintains SSM website.

State ICT Section Acts as technical support centre for users at SSM's state and branch offices. Provides efficient assistance and support in the fastest possible response time for each query. Ensures all unresolved queries to this section are immediately forwarded to the appropriate parties.