Responsibilities

• Firmware Upgrades and patching of Network devices according to the frequency agreed between HCL and customer and basis OEM recommended stable version.
• Manage WAN/ DC-LAN infrastructure
• Experience on Fortinet SD-WAN - managing and troubleshooting
• Configuration experience of HPE/Aruba Switches and Aruba Wireless (Controller)
• Experience on DNS/DHCP and IPAM tool including EfficientIP and Infoblox
• Verify Connectivity of the Infrastructure and all other directly connected Network Equipment, including devices, Manage load balancer using ADC
• Manage SSL encryption including ports, ciphers, and protocols including HTTP, HTTPS, and TCP.
• customer to help HCL and provide information around application impact & functionality issues in advance during project phase or as part of request received in ITSM tool.
• Add, remove and configure nodes to load balancer based on capacity requirements, forecast available.
• Monitor Network in accordance with the terms of the Supplement and in accordance with the Service Levels based on the tools provided and available.
• Identify Network Problems and resolve in accordance with the customer Incident Management and Problem Management policies, procedures and the Service Levels.
• Maintain Network device logs as per available customer Tool sets
• Procurement and maintenance contracts for all customer owned/provided Network devices including Transport Layers, LAN and WAN, peripherals and Third Party Vendor contracts
• Management of Network perimeter firewall security and VPN
• Network design, architecture and Network schema
• Provision Network consumables and other related peripherals, like cables etc.
• Provide Network Tools for Monitoring, management and reporting of the in-scope Network Environment and grant appropriate access and /or delegated approval to applicable Supplier Personnel including but not limited to Terminal Access Controller Access-Control System (TACACS), Cisco and Third Party portals
• Management of Network Tools at the product level, including but not limited to, Configuration, adding/removing devices under Monitoring, Upgrades, Monitoring parameters fine tuning like threshold, polling frequency
• Act as a single point of contact for Network support for customer, customer Affiliates, and all other Eligible Recipients and including Third Party Vendors
• Hands and Feet support for Network devices at customer Data Centers
• Co-ordinate hands and feet support for Network devices in customer Data Centers,
• Supplier will coordinate cabling at customer Facilities with customer’s designated Third Party cabling provider(s)
• Operational support Incident, Change and Problem management for Data Center Network devices (Switches, Routers, WLCs, load balanceXPs etc.)
• Firmware Upgrades and patching of Network devices according to the frequency agreed between HCL and customer and basis OEM recommended stable version. HCL will define LCM process covering maintenance calendar, frequency for entire 1 year. HCL will own and discuss challenges around End of Support and/or End of Life (hardware and Software) which cannot be upgraded or patched & requires replacement/renewals.
• Assist customer with Network Capacity forecasting and performance
• Create and maintain Network Services related operational runbooks and standard operating procedures (SOPs)
• Maintain Network topology subject to customer approval and standard reference architecture guidelines
• Maintain Network device logs as per available customer Tool sets
• Coordinate with customer and/or customer Third-Party Vendors for Network Operational Support based on customer-OEM contracts
• Provide IMAC [Install, Move, Add, Configure support for Physical Network devices in scope at Data Centers
• Network Operational Activities
• Obtain approval from customer prior to establishing Connectivity from the customer Network to Supplier Facilities or external networks
• Providing Network Architecture diagram
• Manage WAN/ DC-LAN infrastructure in customer in-scope Sites
• Deploy, test and manage all Network Equipment, Software and cabling necessary to enable Connectivity at Supplier facility(s)
• Verify Connectivity of the Infrastructure and all other directly connected Network Equipment, including devices
• Generate operational reports, like availability, SLA reports, and provide evidence as applicable for auditing based on the tools provided by customer.
• Monitor Network queue using customer ITSM Platform
• Manage load balancer using F5
• Manage SSL encryption including ports, ciphers, and protocols including HTTP, HTTPS, and TCP. customer to help HCL and provide information around application impact & functionality issues in advance during project phase or as part of request received in ITSM tool.
• Add, remove and configure nodes to load balancer based on capacity requirements, forecast available..
• Review and provide approvals for all the changes proposed by HCL for Capacity Management.
• Work with customers Identity and Access Management team to troubleshoot issues with load balancing authentication systems..
• Manage DNS services, including:
• Adding or removing zones, records, and hosts;
• Configuring DNS properties;
• Maintaining a database of DNS assignments/registrations;
• Performing a periodic pruning/cleanup of stale static entries and subnets;
• customer to help in confirming application impact and align stakeholders for testing as required

Manage DHCP Services, including:

• Adding networks;
• Adding ranges;
• Viewing and maintaining DHCP leases;
• Creating DHCP network templates.
• Perform utilization and Capacity Monitoring to provide Capacity Management recommendations of the DNS/DHCP pool to avoid Outages due to exhaustion of resources.

Provide IP Address Management (IPAM) Services, including:

• Installing, relocating and re-installing, upgrading, or adding a device;
• Enabling or disabling services;
• Creating and maintaining read and read-write accounts with limited and/or full access
• Performance Monitoring and Management Services
• Maintain document requirements and policies for Network Monitoring, Incident Management, Change Management and Problem Management.
• Leverage customer existing Tools for Monitoring Network devices and traffic.HCL to propose tools if needed and available as cost effective solution considering future operational requirements. customer to review and take decision for adopting.
• Implement measures for proactive Monitoring and self-healing capabilities (as possible in the current Tools solution) to limit Network Outages. HCL to review and suggest automations or enhanced features enablement if possible.
• Monitor Network in accordance with the terms of the Supplement and in accordance with the Service Levels based on the tools provided and available.
• Identify Network Problems and resolve in accordance with the customer Incident Management and Problem Management policies, procedures and the Service Levels.
• Notify customer of Third-party Vendor’s failure to perform work in accordance with their provisions in the contract shared by customer