Work Performed Summary:
Contract Status:
MSP has requested GlobalXperts Inc. Services to provide support for their customers. Operation duties include Alert/Alarm monitoring and managing tickets and non-verbal communications. This work is performed remotely. The vendor technology that will be supported but not limited to Cisco Systems Unified Call Center software and hardware platforms.
- Start Date: Pending
- Ongoing Project
Staffing Resources Deployed:
- Qty. 5 – Full time Remote Alert Engineer (level one)
- Minium Skill Level
Company - End User(s):
Multiple
Task Details
- Continuously review Alarm Dashboard and system generated email notifications.
- Verify Alarms as per provided Standard Operating Procedures as defined in SOPs.
- Send communication notifications via email on receipt of Alarm as per defined in SOPs
- Validate and Open Service Desk tickets for a given system generated Alert(s)
- Co-ordinate via phone or email with on-call Escalation Engineer to escalate the reported alarm and assign ticket to the engineer after contact has been established.
- Provide periodic updates on established alert/alarms tickets to designated contact as per SOPs
- Monitor scheduled centralized Preventive Maintenance Planning events and suppress alarms that originate from the change event(s).
- Manage updates with vendor tickets information and any special notes for vendor activities.
- Ensure ticket(s) proper handoff procedures are followed during shift change when on-going issues that span shifts
- Ensure the infrastructure is in a state of readiness for GlobalXperts resources to perform the day-to-day work tasks.
Deliverables
GlobalXperts will deliver the following:
- In scope Services
Client Locations
Work will be performed in the following locations:
- Remote location(s)
Monitoring focus areas
Staff members are handling ticketing information that is generated by events related to Network Management or Compute and Storage Elements:
- Data Center Servers
- Data Center Attached Storage
- Local Area Network
- Wide Area Network
- Application Processes
- Hybrid Cloud Services
- Cloud Services
- Edge Devices
Operational Tools
Amazon Partner Information
Partner Path(s) : Software and Services Staff Members – AWS Technology Competencies AWS Technology Competencies are a way for AWS Partners to demonstrate their deep
Amazon Professional Services
Team Introduction The Consultants and Team members that work on our customer projects have extensive training and are certified to deliver top quality results. We
Arista – Data Center
Solutions Enterprise in scale. As one of the six partners of Arista we provide design and engineering contract services that span the last several years.
