Cloud foundation operations, Managing IAM permissions, VPC configuration, EC2 creation, Private IP/EIP

Cloud native network configuration management, NSG, firewall, LB, RBAC Roles, resource tagging, route53, storage bucket.

ESXi/vCenter installation, upgrade, migration, security Patch installation, Vulnerability scanning management, Advanced ESXi configuration.

Network configuration, vDS, Port group, vMotion network, vCenter/SSO administrations, managing permissions, datastore creation/management.

creating VMs template, VMs deployment issues, snapshot, capacity management, VMware cluster expansion, VM performance issues troubleshooting.

Windows server installation and upgrade, MS cluster configuration, RAID configuration. Vulnerabilities management.

OS access management, local group policy management, OS security hardening, OS performance issues troubleshooting, folder level permission management.

Performance issues like- High CPU, High Memory, OS hangs, OS repair, unexpected OS reboots.

Daily operations, P1 & P2 incident, major change activity, Root cause analysis, change management

1. Server administration for existing OS platforms (OS and Windows)

I. Perform Monitoring & Triaging leveraging customer / Service Provider proposed monitoring and event management tool hosted on the Datacentre.

II. Perform Incident and Problem management of issues reported and triggered by monitoring tool and coordinate with OEM if required.

III. Perform all the relevant ITIL processes

IV. Perform capacity and performance management and feed into customer architectural team to ensure proper planning.

V. Perform annual HA testing on relevant systems of Infrastructure components provided by customer with required documentation

2. Server Hardware & Operating System administration.

2.3. Comprehensive monitoring and server management (using vendor native tools like DELL EMC Open-Manage Server Administration, etc)

3. Monitor and manage server availability (dependent on the underline architecture/design of the hosting platform).

4. Server Patch Management

5. Hardening and securely configuring the OS.

6. Server Lifecycle Management - Server provisioning, configuration changes, decommissioning and minor version upgrades for OS (and in-place upgrades for Windows platform wherever feasible).

7. Planning and firmware update of the Server Devices as per released version ensuring compatibility across related infrastructure (e.g., VMWare & Server OS versions) following Change Management Process.

7.8. Hands & eyes support for physical Server devices

• VM Startup and Shutdown
• Checking the uptime and scheduled Reboots if required
• Configuration of Virtual Hardware, Memory, NIC and VMDK files
• Datastore Management, Space extension based on the capacity available
• VM tool updates, hardware version upgrade, Server reboot
• Configuration of Licensing and Serial numbers
• Managing Virtual Center
• Securing Virtual Machines based on the Customer IT Security Policies and guidelines
• Managing resource pool
• Managing HA, DRS according to the designs agreed
• Vulnerabilities Scanning management of the ESXi servers based on the tool provided/available. Date of scanning will be agreed mutually between HCL and Customer
• ESX host patch Management according to defined frequency or as per IT security guidelines (zero-day patch, VA fix to be discussed jointly)
• Configuration of Advanced settings
• Start-up profiles configuration
• Creating and Configuration VM disks
• Swap Configuration
• Network Configuration
• VMware Security Configuration
• SNMP Configuration
• List of vCenter Server/Virtual Appliance Servers
• Connectivity with DB server (i.e., Shared database of dedicated local database) based on the designs. Any challenges around maintenance or monthly activities to be discussed mutually.
• License procurement
• Virtual canter Version upgrade based on the frequency agreed or as per LCM defined workflow. HCL should run VC on n-1 versions or on OEM recommended stable versions with mutually agreed minor patch levels.
• vCenter /Update Manager Database Administration (Windows Servers)
• Create and Manage virtualization templates, Host profiles, Resource Pool, Data Center, Folder, Clusters etc.
• vMotions tasks
• vCenter / SSO user administrations
• Creating VM's using templates, Update templates based on the Customer requirements, EOS/EOL versions or to achieve automations and faster deployments
• Review and approval of the templates
• Approval for new user account creation
• Modifying Access rights
• Creating and Configuration of Groups
• VMware File Manager for root and user accounts
• Creation, Modification and deletion of VMware user accounts
• Modifying Access rights (Kind of access rights are assigned to people managing ESX/ VC/ VMs)
• Creating and Configuration of Groups
• Manage the root user
• Troubleshooting VMware ESXi related issues.
• Troubleshooting guest OS related issues (Windows)
• Resolving/escalating issues in timely manner as per SLA
• Monitor current System and resources utilization based on the tools available or provided
• Checking the system, event, I/O Utilization, Availability logs for performance based on the tools available or provided
• Checking Virtual Center for tuning performance
• Report on trends and current utilization
• Resolve performance related incidents and problems
• Windows Administration
• Vendor (OEM) coordination to troubleshoot and fix issues
• Configure Disk arrays and RAID level
• Windows Server installation
• Firmware installation/upgradation based on the frequency agreed or as per IT Security guidelines to fix VA issues/Major issues reported globally by OEM
• File system configuration
• Startup and Shutdown scripts setup
• Account Lockout Mgmt.
• Share Folder Mgmt.
• Create/Delete local groups
• Adding users into groups
• Add Servers into domain
• Admin local users/Group creating or deletion or disabling on server
• Disk & File System Cleanups
• File System Administration
• Setting up of disk quotas at OS level
• Setting up directory/folder shares
• Health check-up of Windows Servers
• Defining parameters and threshold for the server proactive health monitoring
• Day to Day incident management, SR and CR
• Windows Services management
• Disk space and paging space Mgmt.
• High CPU Utilization
• Memory Utilization
• Server Hangs
• Unexpected Server reboots
• Install and Configure backup client software
• Ensure server data backup in coordination with backup team
• Backup/Restore virtual machines using snapshots if required
• Defining new print queues and Server
• Installation of Printer based on the request and names provided by requestor
• troubleshooting print queues related issue on Windows Servers
• Creation New Folder structure
• Grant Membership to the AD group
• Grant permission to the folder if not exist
• Identify events ids to be monitored through monitoring tool
• Backup of system logs if required for troubleshooting
• Share the list of Vulnerable Servers to be patched as part of Vulnerability Management based on the tools or reports available.
• Install Windows Patches as per defined frequency if tool is available
• Manual installation of patches in case it failed through any automation tool, HCL to chase downtime and Customer to help as required
• Necessary troubleshooting related with windows patches
• Reporting and Compliance Report for the security Patches on Servers based on the possibility to extract from available patching tool
• Install Antivirus agents
• Manual Install of Antivirus agents if needed
• vulnerability and Compliance Report based on the tool available. HCL to suggest alternate ways of creating such reports.
• Fixing of vulnerability and Compliance issues. OS related VA remediation is owned by HCL. Vulnerabilities reported from middleware components or application must be jointly fixed and derived separately from OS. Customer to help HCL with process and application dependencies (tomcat, java etc…) HCL and Customer to jointly agree on bifurcation of OS and Apps vulnerabilities.
• Administration of Windows Cluster Server/Service
• Troubleshooting windows cluster related issues
• Installation - DHCP Service
• Provide DHCP Scope/Subnetting
• Monitoring/Allocation of Free IP's Pool on Windows servers
• Configuration of Scope, exclusion, reservation of IP on Windows Server
• Configuration of Scope, exclusion, reservation of IP on Network Device
• Monitoring and troubleshooting - DHCP Services
• Build new Windows Server based on the tool available. HCL to propose for better delivery times and enhanced automations possible (tools, scripts etc. for post checks). HCL and Customer to jointly agree on common build process and timelines
• Security baseline Provision
• Windows server Security Hardening Baseline based on Customer IT security policies
• Scan Security/Vulnerability/Compliance before the server release for the production. based on the tool available. HCL to propose for better delivery times and enhanced automations possible (tools, scripts etc. for post checks). HCL and Customer to jointly agree on common build process and timelines
• Decommission of Windows Servers. Timelines to agreed mutually to shut down and delete machines. Physical hardware re-use options to be explored in advance.
• Clean wiping of the data (RAID removal for Data Disk) as part of server decommissions
• Coordinate with Vendor for Disk destruction Cost of Scrapping for old hardware (if required) to be approved by Customer and charged separately through monthly billing
• VM Deployment
• Install and enable the role
• Configuration and administration of IIS
• Installation of FTP roles
• FTP Permission managements
• Install, upgrade and configure monitoring agent on Windows Server
• Open Hardware failure Support Case
• Run basic commands on servers/appliances console as per provided instructions
• Smart hands and feet support in remote server/data rooms
• Schedule and Provide access to DC/Remote location for part replacement
• Troubleshoot and provide the logs to OEM Customer to help with FTP, SFTP access if required.
• DR replication for the virtual server configured in the VMware Replication tool
• Defining DR processes
• Initiating discussions and planning Infra DR processes, Customer to take decisions for Invoking DR based on business Impact. HCL to define RACI and process document based on mutual discussion.
• Initiate Communication to start the DR discussion with required stake holders
• Identify the Server name or Application name, DR schedule
• Customer to help HCL with application environment understanding and provide/approve the sequence to bring up critical and crucial applications.
• Follow the instruction as per the DR instruction document to complete the DR activity
• Initiate Change Request
• Get Change Request approved
• Apply approved change on environment
• Validation on change activity
• Application Testing once changes completed
• LCM of Linux OS will be discussed mutually between Customer and HCL based on the EOS/EOL status. Customer to help HCL and align Stakeholders for testing and providing test status for application environment after Upgrade. HCL to propose In-place upgrade or parallel build based on the application testing status.