July | 2020
Enabling support across 14 OpCos throughout Africa by ensuring consistent KPI delivery to business, reducing high-priority incidents, and outage time
Client: Provider of telecommunications, mobile voice, data, and mobile money services in Africa
Industry: Telecommunications
Services: Telephone operator and mobile network provider
Areas of Operation: Africa
The leading telecommunications provider in Africa was looking for a solution that would provide support of AMS, Infra, and service desk for 14 OpCos in Africa with a total of 2,225 SLAs for AMS and 1,274 SLAs for Infra. However, they faced multiple challenges in the form of:
Wipro implemented a script-based solution to auto-restart application services found in a hung/stuck state. Optimization was also carried out to fine-tune and fix long-running queries. A wrapper rearrangement activity was carried out to move non-critical KPI at the end. Removal of unwanted scripts from the Wrapper and a consolidated alert dashboard was also implemented to track the status of each script available in Wrapper.
Wipro developed an in-house application [Single View] on the .NET platform. This view provided all the 14 OpCos’ statuses on numerous parameters starting from Server layer to Application layer with color-coding technique. It also captured data points historically for future reference and RCA analysis. Multiple instances of addition data stream applications were implemented to improve the backlog clearance. Table-level indices were created on key parameters, system / code / config level bugs were identified and fixed, and a regular cadence for execution of housing jobs (e.g. Purging) and unwanted data clean-up was introduced.
"The Group spread across 14 countries was keen on providing a simple and intuitive customer experience through streamlined customer journeys. To achieve the same, the group adopted a very aggressive transformation approach by creating massive SLA/ KPI in excess of 250 per country in Infrastructure and Application operations (total 3,400). Wipro accepted the challenge and in less than a few months, not only worked out measurement criteria, but also measured, improved, met, and demonstrated to the group across all SLA/ KPIs. This has significantly improved confidence leading to reduction in incidents. Wipro’s team worked with all 14 countries’ customer teams to achieve the feat. While the massive work on SLA / KPI helped the customer on the operational side, bringing stability to business, Wipro’s support helped to stabilize campaigns significantly. Wipro ensured the servers are up and running, application availability, helped in product creation, supported business flow management, database management, data-mart management, scalability, data consistency, and this overall business support resulted in efficient campaign management for better channel delivery with reduced marketing costs."
Vivek Bhagwatkar
General Manager, Communications BU, Wipro ltd
