Network Service Engineer
The objective of this engagement is to ensure the availability, performance, security, and compliance of our network environment through a comprehensive managed services model aligned with ITSM/ITIL best practices.
Scope of Services
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