Ensuring consistent KPI delivery and maximum operational SLA improvements across 14 OpCos

Enabling support across 14 OpCos throughout Africa by ensuring consistent KPI delivery to business, reducing high-priority incidents, and outage time

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:

Poor data availability and KPI on D-7
Inaccurate Reporting
Ineffective and time-consuming monitoring processes
Performance Issues

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

Operational SLAs improved from 87% to 100%
High-Priority tickets were reduced to zero, thus reducing the outage time
Reduction in incidents from 539 to 143
Faster data loading and thus CDR availability gap reduced from D-7 to near real-time basis
Consistent KPI delivery to business (on or before 8 a.m. OPCO time)
100% assurance of scripts completion for all OpCos resulted in accurate reports being delivered to business
Proactive alerts, stabilized system, ease of monitoring, actions on impacted OpCos prioritized
Space Optimization, Consistent and Enhanced Performance, near real-time Loading [CDR loading within 37 minutes post generation at Switch end], Faster query output to business

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Ensuring consistent KPI delivery & maximum operational SLA improvements across 14 OpCos

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