IT Managed Services

Network Operations Center (NOC) Management – NOC (L1 Service): Proactive monitoring, maintenance, and management of telecom networks to ensure optimal performance and reliability.

Service Desk and Incident Management (L1 Service): Efficient handling of customer inquiries, technical support, and incident resolution to enhance customer satisfaction and minimize downtime.

End User Support (L2 Service): Offering comprehensive assistance and technical support directly to end users, from troubleshooting to issue resolution.

Infrastructure Managed Services (IMS) – (L2 Service): End-to-end management of telecom infrastructure and other network components, ensuring smooth operations, scalability, and availability of the in-scope infrastructure through preventive, proactive and timely support activities.

Application Managed Services (AMS) – (L2 Service): Perform corrective, preventive, and proactive measures towards production applications to ensure the managed applications are operating in adherence to the predefined SLAs.

Field Managed Support (FMS): Supporting the business departments users in their day-to-day activities through handling the incidents and requests for desktop/laptops hardware and software along with the workplace peripherals.

Performance and Capacity Management: Continuous monitoring and analysis of network performance and capacity to optimize resource utilization and enhance network efficiency.

Security and Compliance: Implementing robust security measures and ensuring compliance with industry regulations to safeguard data, networks, and customer privacy.

Vendor Management: Managing relationships with telecom vendors, negotiating the technical term and related SLA and KPIs, and ensuring effective coordination for seamless service delivery.

Service Level Agreement (SLA) Management: Establishing and maintaining SLAs (Response, Restoration and Resolution Times) to define service expectations and deliverables, ensuring accountability and meeting customer requirements.

System Integration: Seamlessly integrating various telecom systems, applications, and technologies for enhanced interoperability and efficiency.
Change and Release Management: Efficiently managing changes, upgrades, and releases to minimize disruptions and ensure smooth transitions within the telecom environment.

Reporting and Analytics: Generating insightful reports and analytics to provide valuable insights into network performance, customer behavior, and service quality, enabling data-driven decision-making.

IT Service Management Processes: Adopting the best IT industry practices and standardization during the life cycle of the Managed Services engagement, and also assess the current IT operation processes and provide recommendations for process enhancement.

IT Service Management Tools: Recommending proper ITSM tools, and utilizing the clients’ tools to facilitate the IT processes flow.