GCC Visit

We are about 100+ engineers supporting about 9 International

customers from this facility.

We do remote infrastructure management 24x7 from this center.

We monitor & manage desktops, Servers, Networks, Mail, Storage,

packaged Applications & Databases from this facility.

We proactively monitor faults that occur using variety of monitoring

tools like HPOV, Cisco Works, MOM...etc depending on the
Infrastructure element we require to monitor.

We have something called "Manager of Manager" which is an

application developed by Wipro, which does an event correlation of
these multiple alerts generated by various monitoring tools & would
log a Ticket for the root cause alert in our ticketing system.

We Use Remedy as our ticketing system & this would assign this
incident to the Level 1 Engineer & would notify him automatically.
(How it does this - we have customized & have defined different Level of
engineers & customer info in Remedy)

Engineer would then connect to the remote system to troubleshoot &

resolve the problem.

Here we have implemented something called "Password Vault" which

gives one time access to the remote system which has an incident on
them.

This is a huge benefit which we are offering to our customers where

our engineers do not have real system administration password of the
remote infrastructure & gets only one time access to the device which
is SICK & has an incident on them.

Our engineers cannot connect to any healthy device & this is a huge
benefit.

We have defined in the Threshold time for each Level of engineers our
ticketing system & if the engineer is unable to resolve the incident
within his threshold period then the incident would be automatically
escalated to the Next Level for taking action.

So there is no Manual intervention required & escalation happens

automatically.
(The threshold / SLA various from customer to customer which we have
customized in our remedy system accordingly)

The Level 2 Engineers would work on the Escalated incidents as well

as do a Trend analysis on the incidents that have occurred on
weekly / Monthly basis & would take action appropriately on any
repeated incidents.

Our customers would get a dashboard of all the incidents logged &
how their SLAs is are meet etc through our customer portal Live.

On Physical security...We are inline with BS7799 standards.

Only authorized people can enter inside & access is based on

Password & Biometric access. We have Surveillance video cameras at
the entrance which is monitored 24x7. Apart from this for some
customers we have thumb access to be provided to logon to the
domain.

OTHER INFO:
We commit 2 hour resolution time for all priority 1 cases & we are able to
deliver 99.64% on this SLA across all customers.

The team operating here are divided into both functional & Project basis.
We are First BS15000 certified for the GCC by DNV.
We have a built a DR location at UK & US. We have also POP locations at
Chennai, Pune & Hyderabad.
We also deploy onsite engineers for providing Hands & legs support for
handling any Hardware failure which requires someone physically to be
present.