Juniper networks RESIDENT ENGINEER User Manual
RESIDENT ENGINEER
Product Overview
Whether your organization competes
in today’s highly competitive and
dynamic market, or provides high value
public services, there is tremendous
pressure on your IT sta to continuously
adapt and scale your network so that
it realigns and evolves with business
initiatives. To accomplish this, sta
members must maintain their
expertise in a constantly growing list of
technologies and vendor products. The
ability to keep abreast of these rapidly
evolving technologies, while attempting
to deploy new network capabilities and
resource intensive network adaptation,
can strain internal resources, cause
costly network downtime, and impede
time-to-value for your network
investment.
DATASHEET
The Resident Engineer provides organizations with the flexibility to use Juniper expertise
when and where it most benefits operations, without having to hire additional resources.
Additionally, it allows you to personalize the support provided to assure that your network
continues to scale and evolve based on your organization’s unique requirements and
operational needs.
Service Description
Juniper Networks Resident Engineers are available for annual onsite engagements and
provide highly customized operational assistance to your organization. Bringing the most
specialized skills in the industry to your company, the Resident Engineer focuses on all
technical aspects of your Juniper Networks products. Because they work daily alongside
your staff at your location, Resident Engineers become intimately familiar with your unique
processes and requirements, your network’s specific configurations and challenges, and
your staff’s strengths and limitations. Thus, your Resident Engineer can help you avoid many
network issues before they arise—and is fully prepared to help resolve issues quickly when
they do occur. The Resident Engineer also assists with deployment of Juniper Networks
equipment, post cutover activities, and day-to-day operations for larger networks.
Typical Resident Engineer activities include:
• Analyzing network configurations
• Assisting with network inventory tracking and management to support the network
• Testing Juniper Networks product features and functionality
• Providing weekly updates on work in progress and current issues
• Providing informal technical and product workshops
• Troubleshooting the network and supporting operations
• Developing network and equipment operating procedures
• Evaluating technical specifications for interoperability
1
Table 1: Features and Benefits
FEATURE FEATURE DESCRIPTION BENEFIT
Network troubleshooting and
operations support
Assists your operations sta with hands-on technical
issues with Juniper Networks products and technologies,
as well as other equipment in your network
• Minimizes downtime and reduces operational costs to
accelerate revenue generating activities
• Helps avoid end user service-level agreement (SLA)
penalties
Inventory tracking and
management support
Assists your operations sta with tracking and managing
the network equipment inventory
• Ensures consistent and accurate knowledge of all
network assets and their locations
• Provides quality data to ensure accurate and timely
change management
Testing of Juniper Networks
product features, functionality,
and interoperability
• Ensures that your Juniper Networks products integrate
and operate smoothly with equipment from other
vendors
• Accelerates deployment and availability of new services
and applications
• Speeds rollout of innovative and new ventures
• Helps your organization introduce and take advantage
of new technologies and features
• Helps accelerate restoration time and minimize
downtime
Informal technical and product
workshops
Provides your sta and business users with informal and
onsite transfer of information
• Accelerates readiness of employees, suppliers, and
partners
• Improves workforce productivity
Developing standard network
operation and equipment
operating procedures
• Brings an understanding of best practices to proactively
prevent issues that other customers have experienced
• Uses knowledge of your network to assist in
• Delivers unbeatable competitive advantage
• Optimizes value of high-performance networking to
meet constantly evolving business environment
development and implementation of standard
operating procedures and practices
Table 2: Service Specifications
JUNIPER RESPONSIBILIT IES CUSTOMER RESPONSIBILI TIES
Juniper Networks will:
• Establish a scope of eort for the Resident Engineer to assist the
customer with network operations related activities
• Recruit and place the appropriate Network Engineer
The Resident Engineer will:
• Work onsite at your location
• Focus on network troubleshooting and operations support along with
The customer will:
• Provide a suitable work environment for the Resident Engineer including
all required hardware, soware, and facilities access; qualified personnel
including project management; and supporting resources to accomplish
objectives defined in the scope of work
• Provide access to the Internet, your network, and all required and
requested data needed to accomplish objectives defined in the scope of
work
network and configuration analysis
• Assist with network inventory asset management and tracking
• Assist in testing Juniper Networks products, features, and functionality
• Oversee, monitor, and track open trouble tickets, return material
authorizations (RMAs), and open bug reports
• Conduct informal technical and product workshops with your internal
support teams
2
Loading...