Tenders Are Invited For Managed Network And Network Security Operations Services

Tenders are invited for Managed Network and Network Security Operations Services The Managed IT Operations Services will be provided to the Global Fund only, whereas the Managed Network and Network Security Operations Services will be provided to the GHC campus. The Global Health Campus building is located at Chemin du Pommier 40, 1218 Le Grand Saconnex, Switzerland. The building IT capabilities are a Main Technical Room, two communication rooms and 29 Floor Technical Room (wiring closets). It has 11 floors: 7 office floors with meeting rooms Upper ground floor with a business center Lower ground floor with auditorium and conference center Basement -1, parking, communication room number 1 and Main Technical Room Basement -2, parking, communication room number 2 It offers office seating for up to 1800 users and an auditorium with a capacity for up to 500 people. The Global Health Campus is hosting the following organizations: The Global Fund Secretariat and Office of the Inspector General The Global Alliance for Vaccine and Immunization (GAVI) Roll-Back malaria Stop-TB UNITAID FIND The high-level Scope of Work (SOW) for this Contract includes the following IT Systems Operations areas: Central point of contact for any 3rd. level support request (emails, phones, ticketing) IT Operations fully managed service for The Global Fund (TGF) and Global Health Campus (GHC) Onsite intervention when required. 24/7 monitoring of all services and immediate intervention for critical and high incidents. After-Hours Support (24/7 for Critical & High Priority tickets only) IT Administration, including but not limited to administering the systems, monitoring, reporting, documentation, procedures, CMDB maintenance, ticketing management, enhancements, IT Security vulnerability remediation and reviews. IT Operations including but not limited to Backup, monitoring capacity, performance enhancement, optimization, troubleshooting, ensuring high availability of the systems under management, Disaster Recovery, interaction with 3rd. parties suppliers, and taking ownership of issues until completion. Integration between IT systems IT Infrastructure Lifecycle Management: o OS imaging: For Server: Linux, Microsoft Server 2016 and newer versions Patching, upgrade, including OS major upgrade & overall software maintenance. o Hardware management and upgrade when required. o Ordering/controlling/retiring, review and optimization of consumed resources on the IaaS /PaaS/ SaaS platforms. o Apply and maintain Security best practices. Using the Global Funds Service Management system (ServiceNow) to track incidents, requests, change management and follow existing processes in place. Onsite Administration (IT Operations related activities) The clients objective is to create an all-inclusive IT Operations Services Contract. The inclusiveness will ensure that the operational budget of the Client is planned and strictly followed without a need to pay for additional services in the area of IT Operations and as per the SOW outlined. Provide as part of IT Operations Services Transition project from the current scope and service level to the future scope & service level Administration and managed IT Operations Managed services description Service Level Agreement Governance over IT Operations overview IT Operations services are a critical part of IT delivery. The Provider is required to have capabilities (expertise, professionalism, processes, policies, procedures, capacity, flexibility, resources, infrastructure, facilities, proven experience in the area, etc.) to provide high-level IT Operations Services and to fully manage IT Operations in general. The IT Operations Service scope will cover Administration of TGF and GHC IT Infrastructure: all the hardware and/or virtual machines, operating systems and infrastructure applications. Provision of 3rd. level support and coordinate with other service providers and partners. Maintain/Update Provision of: Active Directory management, DHCP/DNS platforms, User account lifecycle, Modifications, Automation IT Operations including backups/DR testing, monitor, troubleshoot. Provide State of the art security capabilities compliant with Global Funds standards Adhere with ITSM framework practices. Systems integrations and assist with integration with other cloud platforms. This applies to the entire TGF and GHCs systems (on premise, hosted or cloud based). Current Infrastructure As short overview of current TGF and GHC are composed of approximately 6 onsite servers and approximately 250 virtual servers in Azure Cloud. All servers are configured across 5 domains. Interaction between all parties is key for this managed service being successful. Therefore, proper integration and cooperation between the PaaS/DR/Cloud supplier and the Provider needs being streamlined and clearly defined. Number of approximative incidents assigned to IT Operations team in the last 12 months: Approximatively 10ooo incidents which includes 80% of proactive tickets. Approximatively 250 change requests which include ~under 5% emergency changes. Managed Service IT Operations Management is a comprehensive service that involves the planning, execution, and continuous monitoring of IT infrastructure, systems, applications, and services to ensure their smooth and efficient operation. The primary goal of IT Operations Management is to maintain the availability, performance, and reliability of IT resources while adhering to service level agreements and meeting business requirements. Heres a detailed description of IT Operations Management: Infrastructure Management: o IT Operations Management encompasses the management of the entire IT infrastructure, including servers, networks, storage, databases, and cloud resources. It involves configuring, monitoring, and maintaining infrastructure components to support business operations. System and Application Monitoring: o Continuous monitoring of systems and applications is a critical aspect of IT Operations Management. This includes real-time monitoring of resource utilization, performance metrics, and availability to proactively identify and resolve issues before they impact users. The monitoring tool should be installed on TGF environment and should be exclusive to TGF and GHC. Incident Management: o IT Operation Managements includes a well-defined incident management process to address and resolve any IT service disruptions. When incidents occur, the IT team responds promptly to minimize downtime and restore normal operations as quickly as possible. Problem Management: o Problem management is focused on identifying the root causes of recurring incidents or underlying issues. IT Operation Management involves analyzing patterns, conducting root cause analysis, and implementing long-term solutions to prevent the recurrence of problems. Change Management: o Managing changes to the IT environment is an essential part of IT Operation Management. The process involves evaluating, planning, coordination and implementing changes while minimizing risks and ensuring that changes do not negatively impact services. Release Management: o IT Operation Management oversees the deployment and rollout of new software releases, updates, and patches. This includes coordinating with development teams, conducting testing, and ensuring smooth transitions to production environments. Configuration Management: o The management of configuration items, such as hardware, software, and documentation, is an integral part of IT Operation Management. Accurate configuration records are maintained to support incident and problem management processes. Capacity Planning: o IT Operation Management involves forecasting and planning for future IT resource needs. Capacity planning ensures that sufficient resources are available to meet growing demands while avoiding over-provisioning and unnecessary costs. IT Security and Compliance: o Ensuring the security and compliance of IT systems and data is a paramount responsibility of IT Operation Management. Security measures are implemented, and compliance with relevant regulations and policies is maintained. Backup and DR (Disaster Recovery): o IT Operation Management includes robust backup and disaster recovery processes. Regular backups are performed to protect data, and comprehensive disaster recovery plans are in place to ensure business continuity in the event of a major disruption. Performance Optimization: o IT Operation Management continually works on optimizing the performance of IT resources. This involves identifying bottlenecks, tuning configurations, and implementing best practices to enhance system efficiency. Reporting and Documentation: o IT Operation Management maintains detailed records and documentation of IT operations, including incident reports, change records, performance metrics, and configuration information. This documentation aids in decision-making, audits, and future planning. Tender Link : https://www.theglobalfund.org/en/business-opportunities/individual-consultancies/