Maintain and immediate do remediation on the Tickets related to Network Performance and service degradation Send the IST Communication notification to users which is validated by COMPANY via email or intranet, and closing and/or escalating the ticket to Company’s IT staff in case of necessity. The ticket will not be closed until COMPANY agrees that the issue is resolved Maintain Fortinet Appliances on the Firewalls Maintain CISCO Communication Servers and AVAYA PBX system Ensure the VoIP network has a QOS Check the status of a registered IT Infrastructure to ensure that it is operating within acceptable limits To respond events generated by monitored device by creating ticket incident and assigned to concern parties To get acknowledge from concern parties that ticket has been response Send the IST Communication notification to users which is validated by COMPANY via email or intranet Be responsible for responding to alerts generated by the monitoring system, covering incident ticket creation, incident notification to COMPANY, Level-1 analysis and troubleshooting Incident Report as part of VENDOR’s responsibility must be submitted immediately after troubleshooting to COMPANY’s IT Staff completed with analysis and taken actions Incident Report (could be using Flash Info mechanism) must be escalated it to all concern parties. Time to produce Flash Info will follow the SLA defined later (example below 20 minutes). Use Tools to monitor the availability of systems servers and network line (i.e. Solarwind, etc). Proactively raise incident / problem into operational service desk or ticketing system regarding project activity where required Supporting for network and service desk improvement Implement pre approve standard change (change request management regarding project based) Provide risk or advice regarding pre-implementation project where required Proactively reminder or notify the team regarding project process and timeline implementation

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