Sify
Technologies Ltd has been selected for setting up a Network environment for
India Post to implement the IT Modernization Project. M/s Sify will act as
Network Integrator (NI) with the help of major Internet Service Providers like
BSNL, Airtel, etc.
The
Sify will provide an interim helpdesk / service desk for a period of 1 Year
which will be replaced by the CSI helpdesk later. The interim Helpdesk which
takes call from the end users will be operating between 0800 hrs and 2000 hrs
on all the seven days of the week. Between 2200 hrs and 0800 hrs, only limited
staffing will be available. However the end users can log tickets through
Service Desk portal which will be 24x7 basis.
Following
are the main features of Help desk in connection with Network Integration.
1. The service desk will be a single point of
contact for India Post, vendors and other service providers and will be an
interface between the NOC teams and all the other external agencies. Hence all calls should be
logged/raised through helpdesk /service desk only.
2. The helpdesk handle queries / questions
related to the network and other activities such as changes, incidents,
problems etc.
3. All tickets raised by the helpdesk will be
assigned to the appropriate teams for further troubleshooting and resolution.
4. During the process of troubleshooting, the
relevant teams may find it appropriate to work directly with the customer /
vendors and in such cases all the proactive updates to the customer and the
necessary coordination will happen through the service desk teams.
5. All communication, written or otherwise will
also happen through the helpdesk to ensure streamlined flow of information.
6. The helpdesk teams will be reached through a
Universal Access Number and they will
be available during
the specified timings
as mentioned about. The UAN
number has been applied for and will be made available before the start of the
implementation.
7. The high-level process flow of the Helpdesk
team is provided below:
Field level support
Sify
NI Operation Team
Leads:
Sify Project Management
Team Leads are available at 4 Zone i.e. East, West,
North & South. They are interacting with Project Management Team leads of
NSP 1/ NSP2/ Vendors (Mast, OEMs, Fiber) who are available at 22 circles. This
is to ensure one more layer of control point below central control point. Any
issues which are beyond their control will be immediately escalated to their
respective superiors available as control points above them.
NSP1 Operation Team Leads: Operation Team leads of NSP1 are operating
from their respective offices available at 22 circles. They are interacting
with Implementation teams in the respective circles. This multilayer control
points will ensure project is being executed in controlled environment. Any issues which are beyond their control
will be immediately escalated to their respective superiors available as
control points above them.
NSP2 Circle Team Leads:
Sify has deployed Team Leads at 22 Circle offices stated by DOP who are
reporting to Sify Project Manager and guide the Implementation teams for
respective circles and DOP sites coming under the purview of these circle
offices. They are interacting with Implementation teams in the respective
circles. This multilayer control points will ensure project is being executed
in controlled environment. They will be responsible for monitoring &
controlling the project activities in the respective circle offices.
Sify Operation Team:
Sify has dedicated Operation team for 22 circles. They will be most of the time
on field for maintain commissioning of WAN Network and field office components
for the DOP sites coming under the purview of the respective Circles offices. They are closely working with the
implementation team of NSP1/NSP2/Vendors/Sub-Contractors. They are reporting to
respective Sify Project Operation team leads of circle offices.
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