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