Ensuring consistent KPI delivery and maximum operational SLA improvements across 14 OpCos
July | 2020
Client Background
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
Challenges
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:
Solution
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.
Business impact
Learn how Wipro and Orchestral networks are coming up with smart ways of tackling financial problems faced by small-large telcos due to ineffcient management information silos
Operators in consumer mobile business are under enormous pressure –while revenues from services are falling, high costs deter operators from reaching under-served population in far-flung areas. Operators address this limitation through multiple channel partners.
How can a value-driven approach assess and prioritise customer experience improvement initiatives? Click here to learn more
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© 2021 Wipro Limited |
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