Employees can start their workday anytime between 7:30 AM and 8:30 AM. Flex-Hours are as follows:

Employees must inform their direct supervisor if they are running late.

Early support for each team is required. A technician must be available at least 7:30 - 7:45 during regular business days for early user support, monitoring, and the execution of daily checklist items.

Overtime should not be declared between 17:00 and 18:00. Any work done during this period will not be considered for overtime pay. Overtime work outside these hours must be approved by the supervisor for planned work.

Overtime should be recorded on the overtime sheet during the same month the work was executed. All overtime registered outside the month (31st deadline) where work was executed will be disregarded.

Overtime should be reasonable. Only the time that was actively worked should be logged.

All overtime work needs to be reviewed and approved by the team leader.

Everyone should explore options to automate and/or find solutions to reduce overtime and after-hours manual work.

During the standby period, employees must ensure they are ready and available to respond to work emergencies.

During a P1 or system outage, the on-call technician must be ready to connect and start working within 30 minutes of receiving the initial call or alert.

Issues that arise during on-call hours can be registered in the Helpdesk by the technician, the operations team, or the supervisor.

If a 24/7 service is impacted or a service is at risk of affecting the business the following day, the technician must immediately inform their supervisor.

Support technicians will be compensated for being on standby and be scheduled weekly.

Managers and Team leaders are not entitled to Overtime declaration.

Employees who work beyond their regular hours will receive a meal allowance. The MCB Blue Book rules will determine the details of this allowance. If a meal has been provided already, no meal allowance will be given.

Meal allowance will be provided at the end of each month and processed along with the payroll.

Technicians are also allowed to procure the meal, and by delivering the receipt, they will be reimbursed.

Depending on the situation, a supervisor or assigned manager can pay for the technicians' meal and then get reimbursed upon invoice submission.

Mileage reimbursement will be provided to all employees using their vehicles to support business activities outside regular working hours.

Trips should be registered per the mileage form and standard miles calculation by HRD.

The reimbursements are calculated based on the distance traveled and will be included in the monthly payroll processing.

All pathways and corridors should always be kept clear of obstructions.

Equipment or materials should be kept from any area that might block access or cause a tripping hazard.

The fire extinguishers need to be clear of any obstruction/equipment.

All systems that can store company-sensitive information should be stored in a secure place (closed room/cabinet) before leaving the building.

Employees are required to keep their desks tidy and free of unnecessary items.

At the end of each day, all paperwork should be filed away.

Personal items should be kept to a minimum and stored in designated areas.

Food and drink should not be left overnight.

Storage areas should be kept organized. Old equipment should be destroyed appropriately at least once a year.

Every Internal Project must include a business case that outlines the business rationale, reserved budget, associated costs, and high-level planning.

Proper notification needs to be sent out to the BO and users to inform them of the project.

Detailed planning is required for all projects, and a meeting to inform all stakeholders.

Each project should have comprehensive design documentation, which must be reviewed and approved by the IT Service Delivery Manager and/or Manager Application Services and Architecture.

Regular updates on the project plan and scheduled meetings are necessary.

System documentation detailing the final design and configuration should be provided upon project completion.

A report should also be delivered upon completion, detailing the project results, including any issues encountered and lessons learned.

Lastly, training in using the implemented product or solution should be provided to other team members. (cross-training)

No tasks should be undertaken without an associated Issue Pl, OR or SSR

All tickets must be assigned to a technician. This assignment will be carried out by the team leader or the designated temporary team leader.

All tickets (PLs) should be updated for over a week.

All tickets (ORs) should be updated for over two weeks.

Each ticket should be updated with detailed information on the status and resolution.

The time slot suggested for updating tickets is between 16:30 and 17:00. Technicians may use any other time for updating. Still, this slot is reserved specifically to prioritize the ticket update.

As best practice, Technicians should always copy their team leader and team in communication (email) to third parties or senior personnel.

The planned vacation schedule should be delivered for review during the first week of December.

Changes to the vacation schedule should be discussed at least one week before consideration.

When a technician uses a speakerphone, please ensure the other party is informed that you have him/her on speaker.

Reduce the use of personal phones (WA/or other social media apps) during office hours.

Internal clients/users should be supported in the cafeteria rather than on the working floors.

When leaving for more than a two-day vacation, the technician should deliver all the pending items with the latest update on the status and indication.

Test plans should be delivered together with exercise details planning before getting approval to proceed.

The activity completion report should be delivered for each planned after-hour activity. This should be sent before leaving the office/remote office.

Reduce social gatherings to a minimum during regular business hours.