Support Task ListTask Scope
Administration• User and password control
- Check and maintain access control
Change & Configuration ManagementNetworking configuration
- Multicast (as applicable)
Advanced Configuration (as applicable)
- Logical Router / Instance
- Load Balancing – Round robin, Least connections, Least response, etc.
- Content Switching – URL based or Rule based
- Compression enabling – Basic or App Xtreme
- TCP Offloading for Web protocols
- Security Profile Configuration
- SSL VPN’s – Configuration of licenses
Incident/Fault Management• Response to alerts generated by systems or problems reported by customer
- Troubleshooting, root cause analysis and identification of problem areas
- Escalation of hardware problems to the hardware vendor/Customer
- Resolution of problems through configuration changes/ re-installations / replacements
Hardware Support• Monitor basic hardware and VPN resources through the tool
- Escalate hardware failures to hardware OEM vendors / Customer
- Assist the hardware vendor to identify the problem area
Performance Management• Monitor performance parameters (details of monitored parameters available in the Infrastructure Monitor spec sheet)
- Respond to performance degradation
- Conduct troubleshooting, root cause analysis and identify the bottlenecks
- Suggest de-bottlenecking solutions.
Operations Support• Taking configuration backups
- Restoration of configuration when required
- Trouble ticket logging, update and closure
Other tasks• Upgrades and Updates of devices
- Quarterly audit of Firewall rules and remediation
- Quarterly review of configurations of Network / Security devices.
- Hardening of Network / Security devices.
- Remediation of VA assessment of Network devices
- Monitoring antivirus, network and security devices.
- AV Policy / Force Point Proxy Configuration.
