Roles

• Programme manager
• Technical service manager
• Technical account manager

• Client technology architect
• Security account manager
• Technical service engineer

• Disaster recovery manager

Adaptive desk capabilities

• Tailored, client‑specific, high‑level engineering support for Lumen managed IT environments
• Entry point for all incidents, requests, changes and problems
• Server, network, software and URL redirect management

• Respond to monitoring alerts as defined by Lumen SLOs

Major incident management service capabilities

• Command and control in the event of a Priority P1 incident
• Huddle Client representatives and Lumen engineers
• Facilitate a technical communications forum to capture live‑time triage

• Point of escalation and outage impact documentation
• Manage and monitor trouble tickets from escalation to outage resolution

Flexible resource options

• Access a variety of roles without modifying service terms
• Use monthly subscription hours for architecture, engineering or security roles
• Make requests for supported roles with fast and efficient processes in partnership with your chosen oversight role

Advanced activities beyond managed services

• Azure and AWS training workshops
• Configuration and deployment of App Lifecycle Management
• Auto‑discovery of existing instances, registration and multi‑cloud deployment guidance

• Versioning and auto‑updating box how‑to's
• Deployment policy configuration with ALM
• Deep dive on cloud optimisation and analytics including billing, cost recommendations, best practices for security, availability, cost and usage
• Deep dive on ALM including boxes, instances, lifecycle editor, updates, configuration management and auto‑discovery

Consumption models

• Subscription: A single subscription and monthly commitment of hours for a Flex Role provides access for up to 14 technical and business roles in regions where available
• Prepay: Flexible role prepay for 250–2,000 hours to use over a 12‑month term where available; targeted role discounts based on role availability and preferences*

Optional fixed‑fee outcome‑based services

• Monitoring integration: Planning and implementation of a single event stream (NRC); management and maintenance of event stream (MRC)
• Network penetration trials: 4 per year or 1 time total
• App penetration trial: 1 time

• Disaster recovery services: Trialling, failover and failback
• Log management advisory
• Intrusion detect and prevention service advisory

Add‑ons

• Network and application penetration testing
• Antivirus advising
• Content integrity analysis

• Data loss prevention analysis
• Firewall analysis
• Intrusion prevention service advisory