Scope of Work for Resident Engineer for Digile’s customer – CLIENT Pan Borneo Data Center

Assumptions:

• CLIENT to provide list of devices to be monitored, the model number, serial number the maintenance support status of the devices, their support end date, Advance Hardware Recovery coverage and the management ip addresses of the devices to be monitored. Monitored devices are limited to servers, storages, network devices and security appliances.
• CLIENT to ensure network connectivity access to all monitored devices from the monitoring system.
• Support on devices will be based on the SLAs of each device’s maintenance support contract.
• Devices without an active support contract will be handled on a best effort basis.
• Devices with AHR contract is assumed to have on-site services from principal to carry out the replacement.

A. Hardware & Software Equipment Monitoring

• Configure the required settings on the monitored devices and register all devices to the monitoring system.
• Monitor servers, switches, storages and security appliances inside the Data Center via existing monitoring tool (online monitoring), checking of device management dashboards for alarms and alerts as well as performing physical check on the equipment once a day.
• Produce a monthly health report status for the monitored equipment.

B. Assist Hardware Equipment Troubleshooting

• Identify, clarify and understand the issue reported by users or detected through monitoring systems.
• Carry out basic troubleshooting activities such as determining the device accessibility, network connectivity and remote access availability. Also assist to check management dashboards of device (if any) to determine possible hardware faults. Additionally, where necessary, perform on-site physical check of devices.
• Upon confirming that the problem is hardware related or solution/software related, escalate the issue to level 2/3 engineer.
• Follow-up with level 2/3 engineer and assist in carrying out level 2/3 troubleshooting exercise.
• For hardware related faults, assist to coordinate part replacement with the principal support team. Assist to replace faulty part and return device to healthy state.

C. Incident Management

• Incident management will follow the SLA (Service Level Agreements) as per defined by the device provider.
• Assist to manage incidents reported by users or detected through monitoring tools, ensuring timely resolution within defined SLAs of the monitored device. Manage activities such as raising support tickets where necessary, prioritizing incidents, coordinating with other support teams and logistics as well as providing timely updates to stakeholders on the incidents’ status.
• Assist to prepare/obtain incident report from respective device manufacturer/vendor’s field engineer on the incident.

D. Assist Advance Hardware Replacement (AHR) / Return Merchandise Authorization (RMA)

• AHR assistance assumes that the devices monitored has an active AHR contract.
• Assist to log case with device hardware manufacturer/vendor for AHR replacement.
• Assist to notify CLIENT of AHR replacement activity. Obtain relevant approval and downtime from CLIENT.
• Coordinate date & time with logistics, support engineer and stakeholders for the AHR/RMA to take place and ensure delivery of AHR unit within the SLA timeframe.
• Facilitate and monitor the AHR/RMA activities with the on-site support team for the part replacement activity.

E. Maintain software patch levels for the CLIENT Pan Borneo project equipment

• Assist to maintain the patch levels of hypervisor/virtualization OS, server, switch, storage, and security appliances via firmware preventive checks to be carried out 4 times a year.
• Virtual machine operating system such as Windows Server and Linux os is excluded.
• Assist to carry out device patching upon approval and downtime by CLIENT.
• Maintain a list of devices and their firmware patch levels as well as firmware EOS end dates. Also ensure that device firmware’s are within the minimum support patch levels.
• Assist to monitor, evaluate, and notify CLIENT whenever critical patches impacting their environment are released by principal and plan high priority patches accordingly.
• Prepare quarterly report and recommendation on the firmware preventive maintenance check for all monitored devices.

F. Maintain &Manage Backup Server

• Monitor Backup Task Status (To disk & tape).
• Swap Backup Tape from Tape Library (1 Week Once).
• Backup to External HDD and Store in Reveron Office (Once a Week).
• Periodically restore Backup Image in Reveron’s Office environment.