The required managed services include, but are not limited to:
- Network Operations & Monitoring
Continuous monitoring, proactive health checks, alerting, and backup verification. - Incident & Problem Management
End-to-end incident handling, root cause analysis (RCA), and timely resolution aligned with SLA commitments. - Infrastructure Management & Lifecycle
Management of network devices including routers, switches, firewalls, and load balancers, as well as upgrades and lifecycle activities. - Security Management
Firewall policy management, log monitoring, compliance checks (e.g., CIS benchmarks), and threat escalation. - Patch & Vulnerability Management
Vulnerability scanning, patch deployment, prioritization, and compliance reporting. - Asset & Configuration Management
CMDB updates, asset reconciliation, and configuration tracking. - Change & Release Management
Execution of changes in accordance with ITIL processes, including risk assessment and rollback planning. - Capacity & Performance Management
Monitoring, trend analysis, and capacity planning recommendations. - Documentation & Reporting
Maintenance of network documentation, SOPs, and delivery of operational and monthly performance reports.
Technology Environment
The environment includes (but is not limited to):
- Cisco (routers, switches, load balancing technologies)
- Palo Alto firewalls
- Check Point firewalls
- F5 Load Balancers
Deliverables
- Daily operational monitoring and reporting
- Monthly service reports covering SLA performance, incidents, patch compliance, security posture,asset reconciliation, and capacity planning
