DATA CENTRE ANALYST

PERIOD OF SERVICE Period of 1 year commencing in Dec 2025 with annual renewal DATA CENTER OPERATIONS MANAGEMENT FOR APDC (INCLUDING TICKET MANAGEMENT) • Onsite support during business hours at 2 of the Regional Data Centers in Singapore (up to 120 racks) with standby for off hours, weekend and holidays (Up to 10% per month) • Provision of Lone Worker Protection capabilities in 2 Regional Data Centers and maintenance for onsite activities (Up to 5 unique workers per site) DATA CENTER OPERATIONS MANAGEMENT FOR LOCAL DCs (INCLUDING TICKET MANAGEMENT) • Remote Support for 6 of Local Data Centers based in Thailand, Indonesia and Hong Kong (SLA is subjected and limited to local Data Center support team onsite) (up to 100 racks) DC PROVIDER PERFORMANCE AND QUALITY REVIEW MANAGEMENT FOR APDC AND LOCAL DCs • Remote Services for 2 Regional Data Centers in Singapore, 1 in Thailand, 2 in Indonesia and 2 in Hong Kong (Total 7) DATA CENTER OPERATIONS MANAGEMENT & DC PROVIDER PERFORMANCE AND QUALITY REVIEW MANAGEMENT FOR TH DR DC • Remote Support for Local DR Data Center based in Thailand and limited to local Data Center support team onsite) (up to 4 racks) • Remote Services for Local DR Data Center based in Thailand PROJECT DELIVERY FOR NEW INSTALLATION AND DECOMMISSIONS FOR UP TO 70 MANDAYS • Onsite support at 2 of Regional Data Centers in Singapore in accordance with Project Scope • Remote Support for 6 of Local Data Centers based in Thailand, Indonesia and Hong Kong (SLA and delivery timeline is subjected and limited to local Data Center support team and services onsite) Operational Scope of Work: DATA CENTER OPERATIONS MANAGEMENT ➢ Support for Maintenance with DC Providers: • SLA Target: In accordance with each facility agreed uptime of data center operations, ensuring minimal disruption to business activities while planning and execution of the activities. This includes in the preparation of change request to support in the approval by Customer’s Change Authority Board for such maintenances • Quality Metric: All maintenance activities supported must be completed within predefined timeframes. In instance, any maintenance is backed out, to acquire rationale and incompletion report from DC Provider ➢ Physical Moves, Adds, and Changes: • SLA Target: Complete all physical moves, adds, and changes within the agreed- upon schedule, with a maximum turnaround time of 24 hours for minor changes including changes to inventory data where applicable • Quality Metric: Zero incidents of service disruption due to improper racking or patching, with adherence to corporate inventory management system for tracking and management updates ➢ Racking of Equipment: • SLA Target: Complete racking of all equipment within 4 hours of arrival at the Data Center or as stipulated by stakeholders in accordance to planned scheduled of activities • Quality Metric: Ensure all equipment is securely mounted and labelled according to internal standards, with no incidents of improper installation ➢ Removal of Equipment: • SLA Target: Remove outdated or redundant equipment within 1 month of the approval for decommissioning or in accordance to the Customer’s designated schedule for bulk decommissions cycle • Quality Metric: Ensure that all removed equipment is documented and tracked in the inventory management system ➢ Patching of Equipment (Copper and Fibre): • SLA Target: Complete all patching tasks within 24 hours of request initiation • Quality Metric: Maintain a 100% accuracy rate in patching, ensuring no cross- connections occur ➢ Rebooting/Reseating of Equipment: • SLA Target: Execute equipment reboots/reseating within 1 hours of request during business support hours or as stipulated with stakeholder • Quality Metric: Document all reboots and maintain a log to track any issues that arise post-reboot ➢ Accepting Deliveries: • SLA Target: Process all incoming deliveries within 4 hours of arrival or as scheduled with stakeholder • Quality Metric: Ensure 100% accuracy in inventory records upon acceptance of deliveries. ➢ Arranging Delivery of Equipment: • SLA Target: Coordinate outgoing deliveries within 1 business day of request or as scheduled with stakeholder • Quality Metric: Ensure all outgoing equipment is packaged and labelled correctly, with no discrepancies in the delivery schedule. ➢ Supervising Third-Party Vendors: • SLA Target: Always ensure supervision of third-party vendors during on-site activities with a designated authorised personnel with no safety or security incidents • Quality Metric: Monitor and report on vendor performance, ensuring compliance with Customer’s quality standards for physical security and safety ➢ Monitoring Quality of Work: • SLA Target: Conduct quality checks on 100% of completed tasks, with feedback provided to stakeholder within 24 hours. • Quality Metric: Achieve a minimum satisfaction rating of 85% from internal stakeholders regarding the quality of work performed. ➢ Reporting Back to Customer’s Stakeholders: • SLA Target: Provide status updates to Customer stakeholders within 1 hour of task completion. • Quality Metric: Ensure that all reports are clear, concise, and accurately reflect the work performed ➢ General Support as Requested by Customer: • SLA Target: Respond to general support requests within 1 hour during business hours • Quality Metric: Maintain a resolution rate of 90% for support requests within the same business day for lower priority requests. ➢ Support During Incidents: • SLA Target: Provide immediate on-site support for incidents within 1 hour of notification when onsite, and within 4 hours when offsite. • Quality Metric: Document all incident responses and resolutions, ensuring a feedback loop for continuous improvement. ➢ Escalation of Issues: • SLA Target: Escalate unresolved issues within 30 minutes to the appropriate Customer’s personnel for urgent attention. • Quality Metric: Ensure that 100% of escalated issues are tracked and reported back with resolution timelines…