Role: Network Operations Support Service (NL2 Project)
Location: BEDOK
Standby: Required
Type of Role: Contract (12 months renewable)
Remuneration: Base Salary - $8.000 - $10,000
Renumeration: 1 month bonus upon completion of 12 months' contract (subjected to attendance, performance etc..)
START: MAY 2026
Purpose:
This Statement of Work (SOW) defines the scope, responsibilities, service deliverables, and performance expectations for the provision of Network Operations Support Service.
The service is intended to maintain the availability, security, performance, and operational stability of the client’s network infrastructure across data centre, perimeter, and remote site environments. It supports business-criticalplatforms, including enterprise and AI-related workloads, through operational support, maintenance, and service management.
Scope of Services:
The service provider shall provide operational support and maintenance for the following in-scope platforms and services:
Data Centre Network
- Cisco ACI fabric administration and support.
- Network segmentation and policy management.
- Data centre network performance and stability support.
Security and Perimeter Platforms
- Check Point firewall administration and support.
- Palo Alto firewall administration and support.
- FortiGate firewall administration and support.
- Firewall policy configuration, troubleshooting, and maintenance.
Application Delivery Services
- F5 Local Traffic Manager (LTM)
- F5 Global Traffic Manager (GTM)
- F5 Advanced Web Application Firewall (AWAF)
- F5 API Gateway.
- Support for secure API access and token-based authentication.
Routing and Connectivity
- OSPF and BGP routing support.
- Route optimisation and resiliency improvements.
- Remote site connectivity support using Cisco routers.
- IPSEC VPN configuration, maintenance, and troubleshooting.
Network Access and Infrastructure Management
- Cisco ISE administration for AAA and access control.
- Cisco Catalyst switch support for out-of-band network operations.
- Software upgrades, firmware updates, and patching of in-scope network devices.
- Vulnerability remediation and lifecycle management.
Operational Support
- Incident response and resolution for in-scope network services.
- Problem investigation and root cause support.
- Operational change support.
- Cross-team coordination with infrastructure, server, application, and security teams.
Documentation and Asset Management
- Network architecture and topology documentation.
- Asset inventory maintenance.
- Rack layout and cabling records.
- Documentation updates following changes.
Service Provider Responsibilities
The service provider shall:
Operationsand Support
- Monitor and support the health of in-scope network services.
- Investigate, troubleshoot, and resolve incidents affecting network availability, performance, or security.
- Escalate unresolved issues in accordance with agreed governance and support processes.
- Provide technical support for business-as-usual network operations.
Maintenance and Lifecycle Management
- Perform planned software upgrades, patching, and firmware updates.
- Address security vulnerabilities, software defects, and unsupported software versions.
- Support certificate renewal activities related to VPN or secure network services where applicable.
- Maintain supported systems in a stable and supportable state.
Change and Configuration Management
- Implement approved configuration changes for in-scope platforms.
- Maintain configuration consistency across supported network environments.
- Support network-related changes required for application onboarding, infrastructure updates, or service expansion.
- Maintain backup and recovery readiness for critical configurations where applicable.
Documentation and Reporting
- Maintain accurate operational documentation for supported platforms.
- Update topology diagrams, architecture diagrams, and asset registers following approved changes.
- Provide regular service reporting on incidents, risks, maintenance activities, and service performance.
- Record issues, actions, and outcomes for operational traceability.
Collaboration
- Work with internal teams and other partners to support issue resolution and service delivery.
- Participate in troubleshooting and service restoration activities that require cross-functional coordination.
- Support implementation planning for changes affecting dependent infrastructure or applications.
Client Responsibilities
The client shall:
- Provide the service provider with required access to in-scope systems, tools, and management platforms.
- Ensure valid maintenance, licensing, and support contracts are in place for supported technologies unless otherwise agreed.
- Provide timely approvals for changes, maintenance windows, and access requests.
- Make available existing documentation, architecture information, and operational baselines where applicable.
- Provide coordination with relevant internal teams for dependencies outside the service provider’s control.
Service Deliverables
The service provider shall deliver:
- Day-to-day operational support for in-scope network platforms.
- Incident response, troubleshooting, and service restoration.
- Management of routing, firewall, VPN, and load balancing services.
- Planned maintenance software upgrades, patching, and vulnerability remediation.
- Updated network documentation and support records.
- Maintained network asset inventory, rack layouts, and cabling documentation.
- Periodic service reporting covering service performance, incidents, issues, and risks.
ServiceLevels and Performance Measures
Service performance shall be measured against agreed service levels and KPIs.
Unless otherwise agreed, the following baseline measuresmay apply:
Incident Management
Priority -- Response Time -- Status Reporting --Workaround Time -- Resolution Target
1 -- 2 hours -- Every Hour -- Within 4 hours -- 24 hours
2 -- 4 hours -- Daily -- Within 8 hours -- 4 working days
3 -- 8 hours -- End of incident -- Within 1 working day -- 7 working days
Assumptions
This SOW is based on the following assumptions:
- Administrative access required to perform theservice will be provided.
- Supported systems are under valid licensing andsupport arrangements.
- Approved maintenance windows and operationalgovernance processes are established.
- Dependencies on server, application, andsecurity teams will be supported by the client.
- Existing network documentation is available asa baseline where applicable.
Out of Scope
The following items are excluded from this SOW unlessseparately agreed in writing:
- Application development, enhancement, or codemaintenance.
- Server operating system administrationunrelated to network connectivity.
- End-User Computing support.
- Security operations unrelated to in-scopenetwork or perimeter platforms.
- Non-network infrastructure support outside thedefined scope.
Governance and Reporting
The service provider shall participate in agreed servicegovernance activities, which may include:
- Monthly service review meetings.
- Incident and problem review sessions.
- Maintenance and change planning meetings.
- Risk and issue tracking.
- SLA and KPI reporting
A monthly service report should include:
- Service availability summary
- Incident statistics and SLA performance
- Major incident status and root cause updates
- Patch, upgrade, and vulnerability remediationstatus
- Open risks, issues, and dependencies
- Documentation and asset management status
Requirements:
- Minimum ITE/Diploma/Degree in Computer Science or relevant disciplines.
- Minimum 5 years experience in Network Security concepts.
- Cisco CCNA/CCNP Certified or an alternative Networking Certification.
- Strong hands-on knowledge with Networking products, e.g., routers, firewalls, switches.
- Subject matter expert in Network configuration and planning.
- Preference will be will give to candidates residing in eastern part of Singapore: Bedok, Tampines, Pasir Ris and whose notice period is 1 month or less.
For a confidential discussion, interested applicants please kindly send your updated resume.
