Description
Managed Network Professional Services provides IT consulting to assist customers with developing IT network solutions to meet their program and business needs. This service includes virtual and on-site technical support to troubleshoot and resolve IT-related issues, and IT project and program management to successfully initiate, plan, execute, monitor/control and complete IT projects. Customers interested in OTIS delivering projects should contact their Agency Relationship Management (ARM) representative to initiate a Request for Solution (RFS).
Service Scope
- Professional Services Roles
Managed Security Network Services Related
- Managed Security Network Analyst 1 – Responsible for installing, maintaining and troubleshooting the computer network systems for the environment. The network analyst assists in designing, implementing and maintaining the networks by managing network IP addresses, communicating network information and requirements to connect hosts onto the network, and installing, upgrading and maintaining network routers, switches, firewalls, wireless access points, wireless controllers, other network devices and servers. 2 to 4 years of experience.
- Managed Security Network Analyst 2 - Responsible for installing, maintaining and troubleshooting the computer network systems for the environment. The network analyst assists in designing, implementing and maintaining the networks by managing network IP addresses, communicating network information and requirements to connect hosts onto the network, and installing, upgrading and maintaining network routers, switches, firewalls, wireless access points, wireless controllers, other network devices and servers. 5 or more years of experience.
- Managed Security Network Design Engineer – Responsible for providing Network Engineering services for the environment. The engineer will perform network design activity and consults on complex problems associated with designing technical engineering solutions.
- Managed Security Program Director – Responsible for designing, planning and coordinating work teams. Follows standard project management industry practices such as the PMI's framework. Understands business and technical objectives of a project and works closely with project sponsor. Develops detailed work plans, schedules, project estimates, resource plans and status reports. Conducts project meetings and is responsible for project tracking and analysis. Ensure adherences to quality standards and reviews project deliverables. Manages the integration of vendor tasks and tracks and reviews vendor deliverables. Provides technical and analytical guidance to project team. Recommends and takes action to direct the analysis and solutions of problems. Communicates to client/vendors. Creates project charter and work plan and tracks budget and schedule progress via appropriate metrics. Establishes project organization and methodologies and defines roles and responsibilities. Documents risks and develops mitigation plans. Manages scope. Creates and implements a communication plan. Builds an effective team, assigns tasks to team members and evaluates outcomes. Negotiates resources. Communicates to stakeholders and project sponsor. Identifies, tracks and ensures resolution of issues and removal of barriers. Provides technical support to project team members. Handles complex application features and technical designs. Designs and implements the components required for complex application features.
- Managed Security Project Manager - Responsible for designing, planning and coordinating work teams. Follows standard project management industry practices such as the PMI's framework. Understands business and technical objectives of a project and works closely with project sponsor. Develops detailed work plans, schedules, project estimates, resource plans and status reports. Conducts project meetings and is responsible for project tracking and analysis. Ensure adherences to quality standards and reviews project deliverables. Manages the integration of vendor tasks and tracks and reviews vendor deliverables. Provides technical and analytical guidance to project team. Recommends and takes action to direct the analysis and solutions of problems. Communicates to client/vendors. Creates project charter and work plan and tracks budget and schedule progress via appropriate metrics. Establishes project organization and methodologies and defines roles and responsibilities. Documents risks and develops mitigation plans. Manages scope. Creates and implements a communication plan. Builds an effective team, assigns tasks to team members and evaluates outcomes. Negotiates resources. Communicates to stakeholders and project sponsor. Identifies, tracks and ensures resolution of issues and removal of barriers. Provides technical support to project team members. Handles complex application features and technical designs. Designs and implements the components required for complex application features. Three to seven years of experience in the field or in a related area.
Managed Network Services Tower Related
- Cable and Wiring Technician – Responsible for installing, maintaining and repairing cable and wiring systems for telecommunications and data networks. Activities include running cables, connecting equipment, testing connections and troubleshooting issues. This role ensures reliable network infrastructure.
- Network Engineer – Responsible for designing, implementing and managing network infrastructure to ensure optimal performance and security. Activities include configuring routers and switches, monitoring network traffic, troubleshooting issues and implementing upgrades. This role ensures reliable and efficient network connectivity.
- Solution Architect – Responsible for designing and overseeing the implementation of technical solutions to meet business needs. Activities include analyzing requirements, creating architecture blueprints, selecting technologies and ensuring alignment with enterprise standards. This role bridges business objectives and technical execution, ensuring scalable, efficient and robust systems.
- Configuration Management/CMDB – Responsible for maintaining a database that tracks IT assets and their relationships, including ensuring accurate data entry, updating configurations, managing changes and supporting IT service management. This role ensures asset visibility, stability and effective change management.
- Program Manager – Responsible for overseeing multiple related IT projects, ensuring they align with organizational goals. Activities include strategic planning, resource coordination, risk management and stakeholder communication. This role ensures projects are delivered on time, within scope and on budget, driving overall program success and business value.
- Project Manager – Responsible for planning, executing, and finalizing IT projects and managing timelines, budgets and teams. Activities include defining project scope, mitigating risks, ensuring quality and maintaining stakeholder communication. This role ensures projects meet objectives and are delivered on time and within budget.
- Exclusions
- Services performed by OTIS personnel providing non-professional services.
- Project scoping and proposal activities.
- Time expended by OTIS personnel to remedy OTIS performance failure.
- Nonproductive time such as holidays, vacation time, sick leave, time spent consuming meals or other personal time.
- Time used for education, training, mentoring, travel, administrative or management (e.g., OTIS internal meetings, internal reporting, process implementation work, time and expense accounting and performance reviews).
- Travel-related expenses are not included. If travel is necessary, OTIS will invoice customer for travel expenses on a pass-through basis with no markup.
- Prerequisites
- Completed requirements and solution, Request for Solution (RFS), approved by customer.
Service Level Objectives
| Service Level Name | Description | Target Service Level |
|---|---|---|
| Solution Implementation Timeliness | Means the percentage of time OTIS successfully implements a Solution Request within the committed timeframe. All phases of the Solution implementation process from OTIS customer approval of the solution proposal through successful implementation (which requires OTIS customer acceptance) into production are included in this measure. | 97.00% |
Service Rates
Call for pricing.
Service Contacts
To report issues related to this service, customers should contact the Division of Technology Operations (DTO) Service Desk (servicedesk@admin.sc.gov).
For additional information on this service customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov).
Eligible Customers
| Customer Entity Type | Eligible |
|---|---|
| State Agencies | Yes |
| Local Government Entity including Municipality and County | No |
| Higher Education | No |
How To Order
Customers should contact their Agency Relationship Management (ARM) representative or the Program Management Office (pmo@admin.sc.gov) to acquire these services.
