Cyber Security Architect

Mandatory skills : Proofpoint Email Security

SCOPE OF SERVICES

Contractor Shall Provide a Subject Matter Expert To Support The Company On Daily Operations Of The Tenable.OT Product. The Specific Services Provided Are

• Responsibilities:
• Provide first-level support for Tenable.ot, Tenable.sc, and Tenable Sensors, troubleshooting issues, and resolving technical problems promptly.
• Handle, or assist others with, all levels of support issues, including the most complex and critical problems (in line with the Elite Support team). 
• Collaborate with end-users, developers, and other teams to identify and address solution-related issues.
• Provide documented network and firewall configuration support as necessary during implementation and hyper care.
• Monitor system performance, license allocation (in line with the Customer Success Manager), diagnose errors, and ensure optimal functionality.
• Provide documentation of troubleshooting steps and results when engaging level 3.
• Document and maintain knowledge base articles for common problems and solutions.
• Assist in software deployments and upgrades (two domestic trips included).
• Create training for support team members including curriculum, content, and training.
• Hold weekly meetings with level 3 support to review issues and collaborate on solutions, documentation, and vendor bug fixes.
  
  

Deliverables

• Develop training curriculum incorporating lessons learned and user feedback.
• Support planning and execution of Tenable.ot deployments.
• Provide training in line with the product support curriculum to other team members involved in the deployment process. 
• As part of the Transition to Product Line and Transition to Operations features, create a Turnover Package for the Receiving Product Line 
• Create a searchable Knowledge Database for Support and Operations (in line with Tenable functionality).
  
  

To complete the Services stated above, Contractor shall have one (1) assigned Resource over the next six months for a fixed fee. Mutually agreed holidays and absences shall be excluded. The Resource shall only work normal working hours during a work week: Monday through Friday (8:00 am - 5:00 pm, The Company’s local time). The Resource shall not exceed thirty-two (32) hours a week, one hundred forty (140) hours a month, or eight hundred forty (840) hours over the six (6) month engagement. This Resource shall make up to two (2) onsite trips over the six (6) month engagement (roughly once every three (3) months). The two (2) onsite trips shall be scheduled at mutually agreed upon times and last no more than a working week (Monday through Friday, including travel). Contractor reserves the right to change out this Resource in its reasonable discretion for purposes such as Resource’s scheduling conflicts.

OUT OF SCOPE

Any installation, configuration, knowledge transfer, or instruction not specifically referenced in this Service Order is considered out of scope for this engagement. This includes, but is not limited to, any integrations related to third party products.

• Contractor is not liable for any SLAs or guaranteed timeframes
  
  

ASSUMPTIONS

Contractor has relied upon the following assumptions and constraints in performing the Professional Services in this Service Order. If the Company fails to comply with any of the following assumptions, constraints or responsibilities, Contractor reserves the right to modify the price, scope or schedule for the Professional Services in this Service Order.

• The Company has valid licenses for all Tenable Products necessary to complete the Professional Services in scope.
• The Company and Contractor shall each identify a designated account contact in advance of the Professional Services commencing.
• Contractor may perform services either remotely or on-site at a mutually agreed upon the Company location.
• For onsite engagements, estimated travel and expenses shall be included as a separate line item on the Quote and Purchase Order.
• This Service Order represents Contractor’s commercially reasonable technical judgment based upon information made available by the Company. the Company acknowledges that any failure to provide accurate information in respect to the Company’s environment may require Contractor to issue a change control notice.
• If during the performance of this Service Order the Company requests a change to the scope, this shall be documented using the change control notice process defined herein.
• The Company shall provide Contractor access to key individuals, information and system resources at the Company site required for Contractor to provide the required deliverables set out in this Service Order.
• When at the Company’s facility, the Company shall provide the Resource with a professional workspace such as a conference room and access to personnel with sufficient privileges to the relevant hardware and software required to perform the engagement.
• The Company shall provide the Resource with reasonable and safe access to the Company’s facilities and ensure that its facilities constitute a safe working environment.
• The Company’s systems must meet or exceed the specifications found in the Tenable General Requirements document.
• All workdays under this Service Order are based upon an eight (8) hour workday and all work shall be completed during normal working hours defined by local custom.
• Contractor personnel shall not be exposed to physically hazardous environments without prior risk assessment and agreement by Contractor. the Company shall provide any safety equipment needed. If applicable, the Company personnel shall mount hardware and conduct configuration in appropriate locations where necessary.
• Contractor is not responsible for any impact caused by querying or any other network communication.
• Other than the work defined in the “Scope” section, ongoing support and maintenance of Contractor deliverables or scripts beyond the warranty period detailed in the Agreement is not within the scope of this Service Order.
• Additional maintenance of Tenable deliverables or scripts delivered under this Service Order shall be contracted under a new Statement of Work through a change control notice.