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