Network security support operations
ITIL framework based 24x7x365 support for maintenance, Incident, and Problem management.
All the services are requested and tracked using the automated Service Request Tracker system including required approvals and exceptions.
Problem determination and resolution.
Level 1, Level 2 and Level 3 technical support.
Troubleshoot as required to resolve an incident and problems.
Respond to reported problems and resolve in a timely and quality.
Provide a short-term and long term fix to a problem with documentation of detailed RCA.
Escalate as required.
Raise vendor service request and follow an escalation matrix.
Maintain a Knowledge base of all historical incidents and resolutions.
Install, Moves, Adds, Changes for security support services / devices.
Do Configuration management of the supported devices as requested.
Do Software, Firmware and Configuration upgrades and maintenance.
Validate, plan, track and implement all network security and end point security solution changes.
A history of changes should maintained in a tool to restore or roll back if required.
Configuration management involving timely application of upgrades and patches provided by the OEM and software vendors and approved by the ISG. If any device is replaced then configuration of the said device/s as per the latest stable state configuration.
Manage the life cycle of new and existing devices from assessing, installing, configuration, maintaining till decommission as per agreed Banks ISMS policies.
Asset Management, AMC, Warranty Services
Track the inventory of network security devices.
Track the inventory of software and license usage for all the network infra and end point security solutions.
Maintain a inventory catalog of all vendors and spares details to ensure uninterrupted operations.
Service Delivery Management
Monitoring of SLA, Uptime/Availability, and management of exceptions.
Conducting Daily/Weekly/Monthly status reviews.
Reporting Service Level attainment, Uptime/Availability targets to Bank’s Network and Security team.
Support Bank team in evaluation of new technologies, conducting POCs, running Pilot/trials.
Review and Assessment Services (quarterly basis)
Review, health check assessment, capacity assessment and review of existing network security and end point security solutions as per industry standards and best practices.
Regulatory audits and compliance
100% adherence to regulatory audits and compliance requirements
Timely closure of all the audit and compliance observations.
Support partner should support Bank appointed vendor or agency to conduct due diligence as part of their transition.
Support partner should assist Bank identified partner to formulate transition plan, assess the resource requirements, and form a transition team for knowledge acquisition.
Support partner should assist the new partner or agency to obtain a detailed understanding of current network security operations, system design, architecture, configurations, tools implemented including but not limited to detailed walkthrough, transfer of detailed and up to date IT asset data.
Support partner should share the knowledge base consisting of all the process documentation, deliverables prepared by support partner, technology documentation, SOPs and services management documents with new partner or agency.
Provide assisted support and handholding to new partner or agency for 3 months during the reverse transition phase.