CONSULTANT

1. Assist Popular in prioritizing Application software operations during a crisis.2. Provide operations support contacts to maintain lines of communication related to the Services.

3. Support production staff with scheduling, Change Management process, back-out recovery, job balancing, production output monitoring for completion and correctness, and monitoring exception logs.

4. Support the Application software during Popular s required hours of operation ( Hours of Operation ).5. Assist the Service Desk with coordination and delivery of end user support activities in accordance with the defined Incident and Problem Management processes.

6. Provide clearly defined points of contact, available during Hours of Operation to receive and appropriately respond to notice of problems from the Popular Service Desk and Supplier Personnel supporting the Applications / Service Desk as well as maintain lines of communication related to the Services.

7. Advise the Popular Service Desk, Supplier Personnel supporting the Applications / Service Desk, and Popular s designated authorized users, of the estimated time required for resolving a problem after being notified thereof.

This resolution time will be consistent with Popular's Service Levels.8. Provide status updates to the Popular Service Desk, Supplier Personnel supporting the Applications / Service Desk, and Popular s designated authorized users, during problem resolution.

9. Respond to escalated (Level 2 and Level 3) Incidents items in accordance with established procedures for normal Hours of Operation and outside of Hours of Operations.

10. Provide support in the preparation and execution phases of disaster recovery failover tests to Popular, as required.11.

Provide support in the preparation and execution phases of data restore tests to Popular, as required.12. Provide updates on risk status in enterprise risk management repository as requested by Popular, as required.

13. Production control and scheduling support in this section primarily refers to coordinating and managing all service production control and scheduling activities, including providing ongoing monitoring of the production system, batch jobs and interfacing with the appropriate production control personnel supporting production platforms to resolve production problems in a timely manner.

14. Maintain a complete production schedule for current Applications and any new Applications as they are deployed.15. Support production staff in adaptation of operational processes and procedures.

16. Coordinate with production staff for scheduling.17. Monitor and support and alert Popular in managing production schedules.

18. Assist the Service Desk with coordination and delivery of end user support activities in accordance with the defined Incident and Problem Management processes.

19. Recommend to Popular tuning changes.20. Respond to escalated Incidents items in accordance with established procedures.

21. Obtain the Popular established priority of Service Requests.22. Monitor the supported Applications.23. Perform operational activities required to keep the Application environment functioning as intended and to meet the Service Levels, including routine application and data changes, re-running or monitoring of jobs, and operational support.

24. Perform diagnostics on software and services as needed to monitor availability and performance.25. Perform routine system production (daily, weekly, monthly, and yearly processes) activities.

26. Perform Application data backup, archive, and recovery activities.27. Support Change and Release Management activities related to application servers.

28. Comply with Application and portfolio release schedules and requirements from Releas