Network Operation Center

Dedicated Team for UK Leading Media Company

The client is one of the biggest media company in U.K. At the end of 1995, the client had 5 million customers. Now, the number of their customers reached over 10 million, and has become a large conglomerate with more than 20 thousand employees. Its business includes news, entertainment, travel, e-commerce and Internet services. As it expands, the client needs a dedicated, dependable and professional team to support its entire infrastructure.

Challenges

Customer satisfaction is the most important factor to the client. The traditional customer service vehicle is mostly based on a call center through which customer may be switched for 10 times after waiting for 30 minutes.The client is a media company offering huge amount of content through satellite, internet. Customer subscription, payment, check record are more and more available through internet. The user experience to access internet service is different from traditional satellite broadcasting. For instance user experience will be bad if the access speed is slow.

The Solution

We work with our partner to help this client to build a NOC (Networking Operation Center) team to proactively monitor the infrastructure and solve problems before it happens.With the carriers' level of service requirements, the team have to schedule working in different shifts to cover 24 * 7 seamless service. They need to analysis the data and curves of the different monitoring systems and make action decisions. They also need to coordinate client other teams in different countries and areas to address and fix problems.

Client was strongly against traditional waterfall approach in organization due to the process cost forever from having some request to deliver. Agility is a must when client considering vendors.

We carefully analyze client requirements:

There 3 categories of applications are under the teams hands:

  • Online entertainment. Cutting edge streaming media technologies, visualization and cloud computing are all running. Recently, mobile streaming platform began to support iPhone, game consoles (Microsoft Xbox 360) and other latest mobile devices to play with the contents. The team have rich experience on the carrier grade media services.
  • Payment system. The system follows the standards as SOX and PCI. Whenever there is issue about security policies, encryption and regulation compliance practices, the NOC team is the first in line to provide support for speedy resolution.
  • CRM. Client's CRM system is the most important and complicated system. Making sure the client's News CMS system always work well is a key to the client as: "to be the first".
  • The client infrastructure is built on Sun Solaris, IBM websphere, Oracle database, Linux and lots of other systems.
  • Network monitoring system includes HP Openview, Nagios, Cacti, Alteris, etc.

Client engaged us to build a dedicated agile team to work for them. The everyday tasks are assigned by clients and the people management is handled by us.

Result

We helped client build a perfect team with a mix of technologies, as well as personalities and leadership.

With rich experience and great attitude the NOC team has helped client's media business keeping improving since the team were on board.

  • Mean time to resolve
  • First time fix rate
  • Number of high priority incidents

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