Cloud Managed Services

What is Cloud Managed Services

Effective management continues to be the key priority for most organizations, as cloud adoption continues to rise. To address this challenge, organizations choose different ways to manage their cloud infrastructure. Some manage it themselves, while some choose to have a managed cloud service provider who can handle a broader mission with a clear vision of managing hybrid environments and resources.

Benefits

  • Round-the-clock management of IT Infrastructure
  • Remote support, increased productivity, effective resource utilization
  • Centralized Services and Applications
  • Ensure better control through Service Level Agreements
  • We are at the forefront when dealing with cloud vendors in case of any critical issues
  • Quick Response Time
  • Timely Updates

Our Approach and Methodology

  • Detailed As-Is Infrastructure Discovery that includes
    • Users Repositories, Network, Applications, Servers, and Data
  • Create Architectures and documentation for better visibility
  • Identify use cases
  • Identify stakeholders for each component
  • Create Service Level Agreement
  • Apply monitoring for critical assets
  • Setup Helpdesk with three-level support model
  • Ensure support staff is available 24/7 for support

Functions and Activities

Function Description
Virtual Server Management
Manage VMs – General Manage Client VMs (Linux and Windows) and cloud resources (services consumed, VPC gateways, third party appliances procured as machine images from Cloud Service Provider, etc.) deployed on Cloud Service Provider’s platform
VM Operations Perform all VM operations, including the operation of VM consoles and the creation, Configuration and management of startup and operational command procedures, including:
I. allocate resources to Applications and Databases as required;
II. create, customize and maintain startup and operational command procedures for all VMs;
III. perform VM startups and shutdowns as required for Normal Operations, emergency situations, and recovery efforts;
IV. ongoing performance and sizing optimization of workloads and storage within the cloud platform; and
V. perform decommissioning of instances, storage, and AWS cloud platform services when they are no longer required.
Auto-scaling Enablement Enable VM auto-scaling on cloud level which will expand the VMs based on the workload, with the help of the public cloud provider
Windows Server Management
Activities on Windows Servers WINTEL user creation/deletion
Windows patching activities
Handling Incident Resolution and troubleshooting
Executing Changes (planned/routine/emergency)
Providing RCA for problem tickets
Post provisioning activities in Windows
Planned server restart
Disk defragmentation
Analyzing logs/events on servers
Folder/file shares access request/issues
Monthly file shares ACL report - on demand
Monthly active/disabled AD users report - on demand
Instance performance reports
Disk expansion on demand
Vulnerability fixes / security logs report
Windows activation/RDP license
Generic OS level troubleshooting
Home drive creations
Network route addition/deletion
CPU/memory/disk space utilization analysis leveraging Provider’s monitoring and management platform and provide recommendations to perform adjustments to the required parameters on a monthly basis
Perform adjustment of the required parameters as per the accepted recommendation on a monthly basis
Perform Windows server analysis (constitutes consumption of resources and recommendations to optimize) – monthly
Registry Changes with platform automation (excluding applications) based on the requirement
Supporting the data movement within Instances based on the requirement.
Server/Service start, stop, restart
Installation, management and troubleshooting of OS configurations, monitoring agents 
User Management User account creation
User account modification and ownership change
User account deletion
Group creation
Group modification
User account lock / unlock
User account password reset
Group deletion
Granting/revoking sudo access
Periodic review of user accounts and update them as per Client defined user Policies
Disk Management Create partitions and attach disk
Volume group management
Create / extend disk drives
Remove disk drives
Configure shared network file system
File system disk cleanup as per the alerts from the monitored pre-defined thresholds
Network Management IP address Configuration
Alias IP addition / modification / deletion
Route add / modification/ deletion
Install / upgrade / Configure modules
Monitoring Monitoring CPU utilization
Monitoring memory utilization
Monitoring file system utilization
Monitoring SWAP utilization
Monitoring IO utilization
Monitoring network utilization
Server health check status - Availability
Customized service / port monitoring
Monitoring underlying Cloud environment
System Instance health check, through the console.
System Security Server and Services hardening to meet Client privacy and security compliance requirements
Patch Management OS update
Install software packages
Remove software packages
Update software packages
Patch management using tools based on the requirements
Perform emergency patching and updates on an expedited basis (per Service Level Agreement)
Backups are taken as per the backup policy as it relates to patching process
Backup Management Backups are taken as per the backup policy as it relates to overall backup policy
Work with Client to set-up the required back-up policies based on application type.
Backups are retained as per Client requirement with retention policy.
Automation Deploying scripts for server health checks.
Deploying scripts for collecting system pre / post Configuration change.
Documentation Evaluate design documents and validate the system requirements
Standard SOP's or Client specific SOPS’s will be maintained for the operations.
AiX/ i / Linux Server Management
Server Management Server start, stop, reboot
Server utilization and event generation will be optimized
Create server snapshot before a critical change activity
OS log rotation
Kernel parameter changes
Capacity Management - Addition of CPU/memory/disk based on the requirements
Capacity Management - Removal of CPU/memory/disk based on the requirements
Configure DNS - OS settings
Configure DHCP - OS Settings
Setup and maintain ssh/remote access mechanism
Cron Scheduling based on user requirement
Creation of file and directories
Modifying the file ownership and permission
Managing High Availability OS clustering
Server/service start, stop, restart
Installation, management and troubleshooting of OS configurations, monitoring agents  
User Management User account creation
User account modification and ownership change
User account deletion
Group creation
Group modification
User account lock / unlock
User account password reset management for AD provisioned on Cloud Service Provider platform or other AD, as per Client’s defined guidelines and Policies
Group deletion
Granting / revoking sudo access
Periodic review of user accounts and update them as per Client defined user Policies
Disk Management Creating partitions and mounting the disk.
Volume group management
LV creation and file system
Extending  file system space
Remove file system
Configure shared network file system
File system disk cleanup as per the alerts from the monitored pre-defined thresholds 
Network Management IP address Configuration
Alias IP addition / modification / deletion
Route add / modification / deletion
Port opening in OS firewall (e.g. IPtables)
Install / upgrade / configure  modules
Monitoring Monitoring CPU utilization
Monitoring memory utilization
Monitoring file system utilization
Monitoring SWAP utilization
Monitoring IO utilization
Monitoring network utilization
Server health check status - availability
Customized service / port monitoring
Monitoring underlying cloud environment
System Instance health check, through the console
System Security Server hardening as per Client’s security requirements
Patch Management & Package Installation Kernel patching & OS update
Install software packages
Remove software packages
Update software packages
RPM install / update / removal based on the requirements
Perform emergency patching and updates on an expedited basis (per Service Level Agreement)
Backup Management Backups are taken as per the backup Policy (machine Images)
Cloud Intermediary will work with Client to set-up the required back-up Policies based on application type. Any change in back-up Policy will be implemented through appropriate change control mechanism as defined by Client.
Backups are retained as per Client’s requirement with retention Policy.
Automation Deploying scripts for server health checks.
Deploying scripts for collecting system pre/post Configuration change.
Documentation Review design documents and validate the system requirements
Standard SOP's or Client specific SOPS’s will be maintained for business as usual operations.
Compute Services Instance stop/start/reboot
Instance creation, deletion
Instance type modification
Purchase reservation
Enable Instance snapshot/backup
Create/modify/attach/detach security groups
Allocate/associate/disassociate elastic IP addresses
Create/delete key-pairs
Create/attach/detach/delete network interfaces
Enable/disable Compute access logs
Block Storage Services Volume create/delete/attach/modify
Volume encryption
Enable/disable Block Storage access logs
Load Balancer Create/delete Load Balancing groups
Attach/detach instances from Load Balancing groups
Enable/edit Load Balancing groups health check
Attach/detach instances to/from Load Balancing groups
Edit/add/remove Load Balancing groups listeners
Install/delete Load Balancing groups SSL certificate
Enable/disable Load Balancing groups access logs
Auto Scaling Create/delete/modify auto scaling configuration
Create/delete/modify auto scaling groups
Security/IAM (Identity and Access Management) Create/delete/modify IAM account
Create/delete/modify IAM groups
Create/delete/modify IAM policies
Create/delete/modify IAM roles
Upload/delete/list certificates
Enable/disable IAM access logs
Compliance and Risk Features  Enable/disable governance, compliance, operational auditing, and risk auditing features
Config Compliance Enable/disable configuration assessment, audit, and evaluation features
Notification Services Create/delete notification rules
Create/modify/delete pub/subs
Content Distribution Services Create/modify/delete content distribution services (CDN)
Email Services Create/delete SMTP
Verify domains and email addresses
Enable/disable logging
Monitoring Create/delete/modify alarms
Provide real-time monitoring event management across cloud CIs including escalation, alarm and automated ticketing capabilities
Monitor the availability of each cloud CI in accordance with Client Policies and procedures and industry practices
Monitor the utilization of each cloud CI in accordance with Client Policies and procedures and industry practices
Ensure that Client cloud CI’s are never unmonitored and/or unmanaged for any reason without documented and approved exception per policy
Virtual Private Cloud Networking Create/modify/delete VPC subnets
Create/modify/delete subnets ACL's
Create/modify/delete VPC VPN
Create/modify/delete/attach Internet gateway
Create/modify/delete/attach VPC route tables
Create/modify/delete VPC peering
Create/modify/delete/attach Client gateway
Create/modify/delete/attach VPC static routes
Enable/disable VPC flow logs
Dedicated Network Connections Create/modify/delete dedicated network connections
Create/modify/delete virtual interfaces
DNS Create/modify/delete hosted zone
Create/modify/delete record sets
Object Storage Services Create/modify/delete bucket
Enable/disable bucket lifecycle
Enable/disable bucket versioning
Enable/disable bucket cross region replication
Enable/disable archive through lifecycle Policies
Enable/disable infrequent features access through lifecycle Policies
Enable/disable logging
Services – General Create/modify/delete/reboot services
Enable/disable snapshot / backup
Purchase reservation
Create/Configure/attach/modify security groups
Create/Configure/attach/modify parameter groups
Enable/disable logging
Storage and Backup Services - General Provide storage requirements (e.g., performance, backup, restore, archival, data retention).
Recommend Cloud Intermediary storage and data management services solutions and procedures to meet Client’s storage and data management services requirements. 
Interface with end users and manage file share access and space requests.
Create/modify/delete bucket
Enable/disable bucket lifecycle, versioning and cross region replication
Enable/disable archive through lifecycle Policies
Enable/disable storage access through lifecycle Policies
Initiate requests for additional storage resources as required. 
Review and approve requests for additional storage resources as required.
Maintain and improve storage resource efficiency and space requirements.
Provide storage space allocations (e.g., provisioning) within Client’s available resources.
Perform data and file backups and restores per established procedures. 
Manage file transfers and other data movement activities.
Decommission storage and backup environment in accordance with Client’s Policies and procedures. 
Develop and maintain backup schedule in accordance with Client’s requirements.
Perform data backups as per established retention periods.
Recover files, file system or other data required from backup vaults / storage
Provide recovery and backup requirements and updates as they change.
Enable/disable logging
Operations and Automation Create/modify/delete Run books
Cloud Admin Access Management Create/modify/delete Cloud admins
Financial Governance Cloud Intermediary will perform cost analysis of the provisioned Cloud CIs including billing, utilization.
Client Access Provide Client access to standard reports
Provide Client access to standard consoles (e.g. CLIs, web consoles)
Provide Client access to standard tools (e.g. portals, utilities)
Client Data Client information (e.g. logs, performance data, email addresses, etc.) will be stored, managed and protected in compliance with Client Policies and procedures
Job Scheduling Tools – Configuration and Management Configure and support job scheduling tool within Cloud Provider for the full suite of functions required to ensure the normal operations of CIs

Pricing

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