Customer Requirement
The customer is a leading provider of secure, converged networking solutions on a global scale to businesses of all sizes. Its products and solutions enable customers to manage business-critical voice and data in a secure and efficient network environment.

The customer wanted to set up Global Development & Support Center in Singapore.

Optimum’s Solution
Optimum was selected as a prime vendor to setup and manage the global development and support Center in Singapore. Optimum created a team of more than 25 support professionals for this service. The team consisted of qualified professionals doing development and support for applications based on technologies like SAP, Siebel Java, Lotus Notes and Savvion.

The Optimum team was based at customer’s Singapore premises and provided 24*7 deep level support for all issues. The team was responsible for delivery and meeting the service levels to the customers. The escalations of issues that are addressed by the team are mainly a result of customer calls, as well as auto-detected system events. The team was responsible for both escalated reactive support as well as proactive support.

This team had extensive customer interaction. This team was further sub-divided into various sub-teams that carry out various activities like

• SAP (Functional Support for Modules like FI, CO, SD, GLS, Manufacturing, HR.
• Technical support for Basis, Abap, EDI and SAP workflow),
• Java, J2EE, WebLogic (providing support for development and system administration)
• Savvion and Siebel CRM Support.

Measures for this team include meeting committed call resolution times and proper problem prioritization.

Optimum ran the service for two years, till 3-Com decided to in-source the support operations.

Customer Requirement
The customer is a leading financial services organisation which moves, lends, invests and protects money for more than 27 million customers and clients around the world – from large businesses to personal account holders.

Optimum’s Solution
As part of their ongoing expansion plans in Singapore, the customer was creating a hub for some of their worldwide Information Technology (IT), Finance and Operational areas. In terms of Global Technical Administration Service Provision function within IT, Optimum has been selected as an outsourcing partner to provide this service. As part of this outsourcing arrangement, Optimum is required to provide a team of consultants to work with Barclays Capital.

The team had to privde support 24*5 and rotated across three different shifts on a daily basis.

The global Technology Administration team provides security administration for the clients’ Infrastructure. This broadly covers Logical access control and authentication for:

• New Joiners to the Bank
• Leavers and Movers in the Bank
• Wintel accounts
• Exchange mailboxes and Distribution Lists.
• LDAP groups
• Drive Permissions and Shared Drive access.
• Remote Access and SSL VPN through SecurID.
• Problem and Fault Management through Remedy.

The peak Optimum team size was 48.

Customer Requirement
The customer is a leading provider of products, technologies, software, solutions and services to individual consumers, small- and medium-sized businesses (SMBs) and large enterprises, including in the public and education sectors. The customer’s offerings span personal computing and other access devices; imaging and printing-related products and services; enterprise information technology infrastructure, including enterprise storage and server technology and software that optimizes business technology investments, and multi-vendor customer services, including technology support and maintenance, consulting and integration and outsourcing services.

The customer’s Managed Services division has set up an Offshore Operations Management Center (OOMC) in India. This OOMC consisting of qualified engineers supports similar Operations Management Center in Singapore.

Optimum’s Solution
Optimum is selected as a vendor to setup and manage the OOMC in a build-operate-transfer mode. The centre in Bangalore became operational in February 2003.

The Optimum team is based at the customer Bangalore office and provides deep level support. This team is responsible for set up, delivery and meeting the service levels to the customers, for problems escalated from first level help desk and second level operations team. The team provides 24x7 technical resolutions to various customer issues as per SLA and handling escalations accordingly. The escalation may be as a result of customer calls, as well as auto-detected system events. The team is responsible for both escalated reactive support as well as proactive support.

This team has substantial customer interaction. This team is further sub-divided into various sub-teams carries out various activities like

• OS administration – Wintel (supporting 1900 Windows servers located at different Data centers in Asia Pacific)
• OS administration – Unix / Linux
• Hardware support
• SAP Basis & Application support
• Database Administration (Oracle, SQL Server)
• Web hosting services delivery
• IT Security
• Messaging (managing 90 Exchange servers and 90,000 mail boxes)
• Networking
• Tools.

Measures for the team includes meeting the setup times for new installations, as well as meeting committed call resolution times.

The peak Optimum team size is 35.