Provision of Managed Network Operations Centre.

Tender description

Provide Network Operations Centre responsible for technical support & management of all network infrastructure including MPLS, Direct Internet Access, Data Centre, and hardware support (break fix) for network equipment hosted within Data Centre, Office, or Station locations. To include but no limited to Switches, Routers, Firewalls, Corporate & Guest WIFI and VPN's. Core Technologies to support will include: i. Checkpoint Firewalls ii. Meraki Wireless iii. Cisco ISE iv. Cisco Switches v. Silver Peak SD-WAN vi. zScaler Cloud Web Filtering vii. IaaS Networking (AWS / Azure) Core Support Hours 08:00-18:00 excluding Christmas and Boxing Day with Out of Hours Support covering all other times. 24/7 P1/P2 Incident Resolution via Major Incident Management Process and proactive alerting on critical systems and services. Service will support business employees (approx. 3800) with all IT connectivity support requirements in office, at station or onboard train services. Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for incident management. Lot 1: Provide Network Operations Centre responsible for technical support & management of all network infrastructure including MPLS, Direct Internet Access, Data Centre, and hardware support (break fix) for network equipment hosted within Data Centre, Office, or Station locations. To include but no limited to Switches, Routers, Firewalls, Corporate & Guest WIFI and VPN's. Core Technologies to support will include: i. Checkpoint Firewalls ii. Meraki Wireless iii. Cisco ISE iv. Cisco Switches v. Silver Peak SD-WAN vi. zScaler Cloud Web Filtering vii. IaaS Networking (AWS / Azure) Core Support Hours 08:00-18:00 excluding Christmas and Boxing Day with Out of Hours Support covering all other times. 24/7 P1/P2 Incident Resolution via Major Incident Management Process and proactive alerting on critical systems and services. Service will support business employees (approx. 3800) with all IT connectivity support requirements in office, at station or onboard train services. Service should incorporate promotion of Self Service, Intelligent Monitoring and Automation throughout with use of the First Trenitalia West Coast Rail Limited ServiceNow Instance for incident management. Key elements of the service will require: i. Management of Core Network Service Availability ii. Reporting iii. Knowledge Management iv. Design with configuration management and backups v. Network Hardware Break/Fix vi. Routine Management and Maintenance vii. Security Vulnerability and Patch Management viii. Release Management ix. Disaster Recovery and Technical Business Continuity Plans x. Vendor Support & Escalation xi. CMDB population and management TUPE Shall apply