Looking for supplier to bid for SOW/Fixed proposal for Governance & Risk Reporting for Infra CIO for governance to minimize the risk associated with operating under the minimum staff we need to cover our monitoring and technical activities around the clock, it is crucial to ensure adequate coverage of the IT domains replacing those positions (Command Center, Incident Management and Operating Systems) with 3 skilled IT engineers in Mexico capable of be part of the current 24x7 shift rotations.

Key deliverables

Provider will be responsible for continuous monitoring of systems, applications, and hardware.

Provider will be able to keep track of the changes and releases with the help of monitoring and troubleshooting using Dynatrace and corporate tools. Provider has to guarantee that events are clearly communicated and act in a timely manner in case of any events that are present in any of the monitoring tools. 

Properly escalate and communicate production impacting events and incidents as they occur.

 · -Track and document tickets relating to those incidents in a clear and concise manner.

 · -Proficient using tools such as ServiceNow, Dynatrace, and willing to learn in-house built tools to achieve these goals.

 · -Understanding of IT systems with the ability to execute basic health checks.

 · -Able to work with multiple parties on a regular basis and provide coordination as the need arises. 

  -Able to provide Cloud support and having a good understanding of public clouds technologies like AWS and Azure

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