The on-site engineer should carry out configuration / policy / AppQoS policy / tuning as per Banks operational requirements.
- The on-site engineer should create user defined application profiles, change encryption method, change AppQoS policy, change antivirus, antimalware, IPS, IDS & NGFW policy, application etc as and when required by the Bank.
- Coordination with respective team for resolving GRE / IPSEC tunnel issues between SDWAN devices and respective cloud service providers.
- The on-site engineers would be required to ensure that logs are pushed to SIEM for monitoring/analysis. Further, the engineer should coordinate and close all the incidents raised by CSOC team pertaining to SD-WAN and connectivity
- Intimate TSPs for carrying out feasibility study during annexing of recent locations or shifting of offices and coordinating with branch officials for permissions etc. Details of the locations shall be shared by the Bank.
- Contact branches/ offices/end users to identify the issue and troubleshooting.
- Addition / removal of network switches in the monitoring and configuration tool.
- Co-ordinate with all teams for follow-up for open tickets & activities with OEM and Link service providers.
- Hardening of SDWAN devices etc.
- Do periodic patching (as and when released by OEM), hardening on solutions / devices under their preview.
- Coordinate with network and security teams of the bank to resolve application access issues.
- Monitor operations of entire solution, including resource utilization, implemented at Bank.
- Continual Improvements - Fine tuning of solution, policies/rules,
creation of adhoc reports, information about bandwidth upgradation, TSP performance etc.
- Submission of RCA as per timelines defined in contract.
- Coordinate with Banks Network team who is managing the core network & security infrastructure at DC and DR and network switches at offices during access issues.
- Coordinate with CSOC team for security issues and issues related to NAC.
- Ensure timely closure of audit observations pertaining to the solution.
- Manage hardware, Operating Systems and other components supplied by the bidder.
- During DR operations the engineers should ensure that all the locations/offices of the Bank access the DR site for carrying out operations. Any coordination required with other service providers (MPLS, Internet etc) has to be carried out by bidder’s onsite engineers
- Do periodic preventive health check / patching / Version Upgrade for solutions under their preview.
- Monitor quality and risk related activities on solutions under bidder preview.
- Identify and implement best practices / configurations on solutions under their preview as part of continuous improvements.
- Periodic reporting to Bank on the status, issues/ challenges faced and how these are handled.
- Review of daily/weekly/monthly reports generated by L1 engineer before submission to the Bank.
- Providing assistance to L1s in resolving user problems and technical issues.
- Coordination with OEM PS team for resolving issues & coordinating with OEM as escalation follow-up for long pending calls.