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Complete Description:
The Network Operations Center takes full responsibility for proactively
watching, analyzing, reporting on, and resolving network related problems
before they impact a District Agency. As a result, District Agencies are
freed to focus on their core mission activities knowing that the District’s
Wide Area Network is stable and robust enough to handle any demands on
performance.
With the Network Operations Center, OCTO provides network monitoring and
management services to every District Agency that is connected to the
DCWAN. OCTO combines powerful management tools and integrated applications
with proven methodologies and processes to deliver high-quality services
that are designed to increase network availability and optimize performance
across the DCWAN. The various components that make up OCTO’s network
monitoring and management service are listed below:
• Fault Monitoring Service
• Performance Monitoring Service
• Network Monitoring Service
In order to proactively monitor and manage the entire DCWAN the District
requires skilled NOC Operators to augment District staff. This technical
resource/position to be contracted plays a key role in maintaining smooth
operations within the NOC environment. As the DCWAN grows and many of its
systems, such as Internet, e-mail, and mission critical applications
require 24x7 access, it becomes extremely critical that these systems are
proactively monitored and managed. The Network Operations Center Analyst II
position will serve as the “eyes and ears” of the NOC during non-business
hours.
The contractor will report to the NOC Manager/Team Lead for assignment of
duties and tasks. The contractor is responsible for performing daily,
weekly, monthly, and quarterly maintenance procedures as defined in the NOC
Operational Guides. In addition, ad-hoc requests will be sent by any of the
District Agencies or the designated OCTO official for tasks such as
performing a system reboot, unscheduled backup, partial systems/data
restore, or troubleshoot a problem.
Since this position requires a wide range of technical skills relating to
WAN, Email, and Internet/web systems, this is not a junior-level position.
Anything less than a fully qualified engineer will result in a delay to
respond to incidents and a reduced capability to perform many of the
troubleshooting and maintenance tasks that will be required.
The contractor shall be assigned to a specific shift that of the overall 24
hour per day, 7 day per week (24x7) staffed Network Operations Center (NOC)
monitoring and reporting.
The contractor shall use OCTO’s Network Management System (NMS) to perform
this function. The Contractor shall work with other District Agencies to
identify events that should be monitored and shall request updates to the
NMS as necessary to successfully monitor events on a daily basis. The
contractor shall respond to events and outages on those systems, contact
designated individuals responsible for supporting those systems, escalate
as necessary, and report on the progress of restoration.
The contractor shall perform Root Cause Analysis (RCA) for network problems
when requested by OCTO.
The contractor shall perform periodic (hourly, per shift, daily) functional
and performance testing of existing production network components, paths,
networks, sub-networks, systems and software as required. Verification of
all tests shall be recorded in an operations log. The contractor shall
follow existing standard operating procedures (SOPs) to perform tests and
will modify the SOP as required to support new tests as well as to
terminate tests on systems no longer in production.
The contractor shall provide day-to-day operation, maintenance and system
administration of OCTO network infrastructure devices. This includes but is
not limited to hardware and software on routers, hubs, switches, encryption
devices, and security devices. The contractor shall respond to and fix
network problems. These services shall be performed twenty-four (24) hours
a day, seven (7) days a week, possibly including Thanksgiving Day,
Christmas Day, and New Years Day. The contractor shall gather network
performance and statistical data for problem analysis. The contractor shall
troubleshoot network problems by responding to trouble calls, performing
fault isolation and restoring service.
The contractor shall find and accurately report all network infrastructure
problems within ten (10) minutes of a failure. The Contractor shall respond
to resolve the problem within 15 minutes after first discovery of the
problem.
The contractor shall perform capacity management of the DCWAN, to include
the installation, configuration, testing, maintenance and de-installation
of network infrastructure hardware and software as necessary to support
increased or decreased DCWAN requirements.
The contractor shall be responsible for placing into production all network
infrastructure devices at OCTO. This includes, but is not limited to
receipt, initial inventory, set up, burn-in, testing, software loading, and
deployment of hardware. In performing these services, the contractor shall
adhere to policies and procedures as established by/with OCTO.
The contractor shall perform performance management on network
infrastructure devices at the OCTO as needed. Such analysis may include,
but is not limited to: measurement of current traffic on existing
production networks; network traffic load balancing and segmentation;
determination of maximum device load for segments and servers; isolation of
systems that degrade DCWAN performance; and evaluation of performance
management software packages.
The contractor shall perform configuration management of network
infrastructure devices operated by Network Operations Center. This includes
updating Visio drawings of the network, fiber optic schematics/databases,
IP addresses and DNS name space databases. It also includes maintaining
baseline hardware and software configurations for all network
infrastructure devices and network and office automation servers.
The contractor shall be responsible for upgrading network infrastructure
hardware/software/firmware as directed by the NOC Team Lead or designee.
The Contractor shall produce an Installation Plan for all upgrades.
Upgrades approved by OCTO shall be installed by the NOC. OCTO shall provide
hardware and software used in the upgrade.
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