Provision of Infrastructure Support Services

Communication Equipment
Reference BID902220
Date 8/29/2012
Location Africa
Scope
The company invites interested, reputable and competent companies for this tender opportunity for the Provision of Infrastructure Support Services for duration of Two (2) years with a one (1) year extension

The company has an extensive IT Infrastructure located at six major widely dispersed physical locations and terrains, all connected via a LAN/WAN network. The company is a large enterprise with thousands of computers and workstations distributed across the country in six major locations. There are over 200 Windows and Linux servers and various storage networks. There is also an extensive voice network consisting of traditional and IP telephony systems. There is a user base of over six thousand users who will be requesting service via phone, email and various applications. The company has an extensive suite of Microsoft productivity applications, oil and gas industry applications, in house developed systems and other line of business applications.

The services will be available on site twenty-four hours a day and seven days of the week including holidays.

The services to be delivered generally consists of all work necessary and incidental to the installation, operation, corrective and preventive maintenance, moves and additions on all company's information technology infrastructure to support company business

The contractor shall perform the work in accordance with the contract.

The services will be available on site during all company's operating hours. They will also be expected to provide skeletal extended coverage services after hours on weekdays and for part of the day on weekends and public holidays.

This requires the service provider(s) to provide first and second level support teams which individually will be focused on 4 distinct NJQS Product/Module categories.

Product/Module Categories.
Module A (Code 3.11.08): Help Desk Support.
Module B (Code 3.11.08): Desktop and Server Support
Module C (Code 3.11.20): Telecommunication Support.
Module D:(Code 3.11.07): Unix/Linux Support
The contractor shall perform the work in accordance with the contract.

Module A - Help Desk Support
This requires the service provider to provide first and second level support teams for Help Desk Services.
Details
1. Serve as the central location for the receipt and logging into a ticketing system (BMC Remedy ARS) of all IT service fault reports and service Requests for all the company Operations.
2. Health monitoring of IT infrastructure including
- Data center environment
- WAN Link connectivity
- Server uptime and health.
- Other IT systems
3. Escalation of issues to second and higher level incident management where the scale, scope or access level required exceed that encompassed by the Help Desk.
4. Maintenance of a knowledgebase of problem resolution techniques and processes.
5. Serve as technical resource to relevant project teams.
6. Identify and report any quality improvement, training or new service opportunities.
7. Resolve all problems in an expedient and professional fashion with excellent customer focus meeting the baseline service level agreements at minimum.
8. Perform all tasks within company's defined Health, Environment and Safety standards and guidelines.

Module B - Desk And Server Support Details
1. Resolution of reported incidents and provision of services as assigned by the Help Desk using an incident management software system according to our SLA.
2. Installation and support of company platform standard hardware.
3. Provide technical advice to the company in areas of their (Vendors') core IT support role.
4. Serve as technical resource to relevant project teams.
5. Identify and report any quality improvement, training or new service opportunities.
6. Resolve all problems in an expedient and professional fashion with excellent
7. Customer focus, meeting the baseline service level agreements at minimum.
8. Carry out the change management process as appropriate.
9. Execute the disaster recovery plan.
10. Perform any other work in company locations as may be directed by the company in the service area of IT infrastructure Support.
11. Perform all tasks within company's defined Health, Environment and Safety standards and guidelines.
12. Health monitoring of IT infrastructure including
a. Data center environment
b. WAN Link connectivity
c. Server uptime and health.
d. Other IT systems
13. Installation and administration of Windows 2003/2008 servers OS as well as server services such as print, Microsoft Exchange, SCCM, applications, shared storage, and authentication services.
14. Installation and maintenance of specialized server based Applications, SAN and NAS storage devices

Module C - Telecommunication Support Details
1. Resolution of reported incidents and provision of services as assigned by the Service
Desk using an incident management software system according to our SLA
2. Installation and support of company platform standard hardware
3. Provide technical advice to the company in areas of their core IT support role.
4. Serve as technical resource to relevant project teams
5. Identify and report any quality improvement, training or new service opportunities.
6. Resolve all problems in an expedient and professional fashion with excellent customer focus meeting the baseline service level agreements at minimum.
7. Carry out the change management process as appropriate.
8. Execute the business recovery plan.
9. Perform any other work in company locations as may be directed by the company in the service area of IT infrastructure Support.
10. Perform all tasks within company's defined Health, Environment and Safety standards and guidelines.
11. Liaise with IT consultants, equipment manufacturers and vendors on project implementation and deployment of new technologies, services and solutions. Contribute to long term technology deployment plan in company facilities.
12. Health monitoring of IT infrastructure including:
- Data center environment
- WAN Link connectivity
- Equipment uptime and health.
- Other IT systems
13. Installation and administration of LAN and WAN devices like switches, WAN optimization devices and routers.
14. Provide support to users for voice and data services at offices, residencies, production platforms, drilling rigs, FPSOs and work barges. Attend to users request for Moves, Adds and Changes.
15. Install and maintain Telecommunication equipment such as microwave radio, VSAT systems, PABX systems, Fiber Optics and Optical line equipment, routers, switches, DC power systems, cabling infrastructure, IP Telephony Systems etc.

Module D - Unix/Linux Support Details
1. Resolution of reported incidents and provision of services as assigned by the Service Desk using an incident management software system according to our SLA.
2. Installation and support of company platform standard hardware.
3. Provide technical advice to the company in areas of their core IT support role.
4. Serve as technical resource to relevant project teams.
5. Identify and report any quality improvement, training or new service opportunities.
6. Resolve all problems in an expedient and professional fashion with excellent customer focus meeting the baseline service level agreements at minimum.
7. Carry out the change management process as appropriate.
8. Execute the contingency recovery plan.
9. Perform any other work in company locations as may be directed by the company in the service area of IT infrastructure Support.
10. Perform all tasks within company's defined Health, Environment and Safety standards and guidelines.
11. Health monitoring of IT infrastructure including:
- Data center environment
- WAN Link connectivity
- Server uptime and health.
- Other IT systems
12. Installation and administration of Unix/Redhat Linux OS as well as server-bound services such as print, plot, NIS, PBS, NAS storage, and authentication services.
13. Installation and maintenance of specialized server based applications.
14. Installation and administration of the company's enterprise data backup systems.


Bidding Information

Communication Equipment
Related Prooducts: Communication Equipment Communication Equipment Computers & Services Copiers Data Storage Systems General PC'S Printers, plotters Scanners
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