Perform 24 X 7 Monitoring of the critical parameters of the network such as: Device availability, Link uptime, Bandwidth utilization of links, CPU utilization of routers and switches, Packet drops where applicable, Loop back status, Interface status
Monitoring for bank Network Infrastructure devices (Router, Switch, ISE /NAC) highlighted in baseline Section.
Provide call co-ordination for Network related requests and incidents and open network tickets for the same.
Forward the tickets to Network SME team members for resolution and closure.
Follow ticketing process as per the proposed ticketing tool for logging in the requests.
Provide support for network service request from Users for scope defined in SLA
For all logged tickets, record the correct category, severity, problem description, and user information as per the predefined matrix
Update incident status to users periodically and as per the communication standards
Escalate issues / tickets which are going beyond the service levels.
Escalate issues pertaining to relevant IT vendors (as per the scope) non-performance or delays.
Generate various MIS reports which can be extracted directly from the tools provided Bank as per Bank specified requirements from time to time.
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