L1 Data Centre Support For a $63 Billion Indian Telco Giant
Overview
The customer is a $63 Bn leading Telecom Company based in India. ACL Digital has collaborated with the client to offer Data Centre support services to help them focus on core business while ensuring that data and IT infrastructure are well-maintained and secure, with optimal resource allocation & improved operational efficiency.
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Challenges
Lack of ticket handling process for L1 incident management
Insufficient hand and feet support for Data Center services
Lack of proper monitoring for physical alerts on HVAC, Servers, Networks, etc.
Limited Governance and Operational Productivity
Limited support for new Telco infra-installations and commissioning
Solution
Data Centre Support Services
- DC Management Support – User Administration, System Monitoring, Vendor Coordination Transport Management, System Installation & Configuration, Upgrades and Audit Compliance
- Support Technical team for various activities – Backup and Storage Management Support – Backup Administration, Monitoring, Installation and Configuration, Upgrades, Audit Compliance, Patch Management
- Total manpower deployed: 50
Outcomes
- Achieved a robust SLA-driven mechanism, resulting in streamlined processes, improved resource utilization, and enhanced service delivery
- Operated in 9 strategically located AG3 Support Centers, ensuring comprehensive data center services coverage
- Successfully managed and maintained 10,000 Billing and Charging servers
- Effectively handled and resolved an average of 6,000 monthly incidents
- Managed a dynamic environment with over 1100 changes implemented per month
- Implemented a centralized governance framework, ensuring consistent policies, procedures, and organizational communication management
- Streamlined workflows and optimized procedures which increased efficiency and reduced manual intervention
