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):



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.


GlobalXperts will deliver the following:

  1. In scope Services

Client Locations

Work will be performed in the following locations:

  1. 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

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