vads services & job scope 180505

7/30/2019 VADS Services & Job Scope 180505

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Customer Service Engineer Job Scope COINS / TM IPVPN

SUMMARY

Monitoring Customers Network

o Whats Up Goldo SOLARWINDS

o PINGER

Answering customers calls

Provide status update on customers fault

o SMS, Email and Phone calls

Creating of new Trouble-Tickets

o COINS Remedy Ticketing System

o OMS NSI Customers

Updating and closing of Trouble-Ticketso COINS - Remedy Ticketing System

o OMS NSI Customers

Confirmation of customers ISDN (Backup) status

o CISCO backup. On-Demand / Back-Up Interface

Provide 1st level trouble-shooting

o Whats Up Gold on Routers Health and statuso PING / TELNET to Routers

o SOLARWINDS Performance Tools

o TM MLCN Line Monitoring

o PINGER

Report and opening up fault cases with Telco

o TM 1090 Fault Management Centers

o Follow up with MLCN on circuit status

o Follow up with COINS for FR/MPLS Network Issues

Following up and performed external escalation with Telco and 3rd contractors

o Via SMS and phone calls

Liaison with Telcos reporting centre and support teams

o TM 1090 Fault Management Team

o TM MLCN

o TM CNO/OMT if necessary

VADS Confidential For internal used only. Document: VADS Services & CSE Job Scope V1.0


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o COINS / TMIPVPN IPNOC

Liaison with VADS 2nd and 3rd level support and escalation

o Via Phone calls, SMS and Email

o Assigning 2nd level on sites - FSE

Liaison with VADS 2nd and 3rd level support and escalation

o Via Phone calls, SMS and Email

o Escalating 3rd level case to Engineering Team

Liaison with Client Account Management Team

o Customer related issues

Execution of internal escalation procedure

o Via SMS and Email

Dispatching of spare equipment for fault restorationo Routers, WIC, Network Module

Adhere and observe trouble-shooting guide at all time

o VADS Intranet

Arranging of line test window hour with TelcoTime, date and during of test

Type of test to be carry out

Report Generation

Daily reporting generationAd-hoc Incident Report Generation



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JOB SCOPE FOR TEAM MEMBERS

Shift Leader A-Shift Team Member(Please refer to the detail description below)

Observe Escalation Procedure

SMS on escalation and inform customer on the outage status

Email on outstanding issues when handover the shift

Taking care of spare units of router and components

Analyzing and action on ISDN Checkers report

Overall monitoring of the customer services team member and tools

COINS Services Ticketing Fixing/Closing/Calculation

Analyzing and action on test result e.g. Frame-Test, End-To-End Test

Perform only MINIMUM Trouble Shooting

CONCENTRATE more on problem escalation

Normal & Shift Team Member Day to Day Activities(Please refer to the detail description below)

Perform 1st level trouble shooting

Opening, updating and closing of Trouble Ticket with detail calculation of outage

Provide update to customers on their network status

Generation of incident reports

Generation of Summary Daily Fault Report (Total tickets opened per day)

Used of TM 1090 Web-base ticketing for tracking of 1090s activities

Provide assistant to CAM on generating the 1st cut of the customer monthly reportfrom the Remedy Ticketing System

Daily Health Check and ISDN Statistic collection

Perform Preventive Maintenance (PM) on WUG and SOLARWINDS inclusive ofbacking up the database and restarting of the machines.

Additional Scope for B-Shift Team Duty(Please refer to the detail description below)

Provide assistant to CAM on generating the 1st cut of the customer monthly report

from the Remedy Ticketing System Creation of new customer's site in the Remedy Ticketing System

Adding new site for the existing customer in to the Daily Health Check, ISDN

Layer Check and ISDN LIG Checker

SOLARWINDS and WUG Adding new icon

Perform Preventive Maintenance (PM) on WUG and SOLARWINDS inclusive of

backing up the database and restarting of the machines.



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Additional Scope for C-Shift Team Duty(Please refer to the detail description below)

Helping CAM to generate the 1st cut of the customer monthly report from the

Remedy Ticketing System

Generation of Summary Daily Fault Report (Total tickets opened per day) Daily Health Check and ISDN Statistic collection

Analyzing of the ISDN Checker and ISDN Health Check result and perform the

necessary actions

Analyzing of Daily Health Check result and forward to the respective unit

Generating Daily Report to customer. E.g. HLA

Copying data from COINS NMS to Server C-shift after the result (10 minutes)

Detail Description of the Job Scope

Generation of Incident ReportsApart from usual IR that requested by CAM, you also need to generate the IR

immediately upon restoring the customer failure if the customer request for IR andpass it to CAM.

ACTION: The entire team member

Generation of Summary Daily Fault Report (Total tickets opened per day)

The procedure and steps will be provided by Suritah later.

ACTION: C-Shift team member

Used of TM 1090 Web-base ticketing for tracking of 1090s activities

ACTION: The entire team member

Helping CAM to generate the 1st cut of the customer monthly report from the

Remedy Ticketing System

Need to help out the CAM team to generate the customer's outage report (1st cut)from the Remedy System. The procedure and steps will be provided by Suritah later.

ACTION: B & C-Shift Team member

Daily Health Check and ISDN Statistic collection

At the mean time, collection of data is carried out manually, soon it will be replace by

automated by Ming Loong.

ACTION: C-Shift team member

Analyzing of the ISDN Checker and ISDN Health Check result and perform the

necessary actions

C-Shift team member need to go through all the customer and short list all the failed

the test and pass to A-shift and normal team member for further action.

ACTION: C-Shift and A-Shift



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Analyzing of Daily Health Check result and forward to the respective unit

Currently this exercise will be only implemented to selected customer only namely

AMBank, OCBC, SCB, SBB, Muamalat, HLA, UMW only. The result will thenpass it over to Technical Engineer from Angie's team.

ACTION: C-Shift and A-Shift

Generating Daily Report to customer. E.g. HLA

ACTION: C-Shift

Closing of TT

ACTION: The entire team members

Creation of new customer's site in the Remedy Ticketing System

ACTION: B-Shift team member

Adding new site for the existing customer in to the Daily Health Check, ISDN

Layer Check and ISDN LIG CheckerGuide will be provided later.


SOLARWINDS and What's Up Gold

Creation and adding new sites for customers. Guide will be provided later.ACTION: B-Shift team member

Preventive Maintenance for NMS

Backing up of NMS databases for WUG and SOLARWINDS. Shut down andrestarting of the NMS PCs. (WUG and SOLARWINDS)


Copying of Daily Health Check and ISDN Result to Server

ACTION: C-shift after the result



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Quick Reference Guide for new CSE

Services in VADS BERHAD

1. VADS Premier- IP VPN

- Frame-Relay

- X.25- Petroleum

i. Caltex

ii. Mobil

iii. ProJET

2. TM COINS- COINS Premium

- COINS Enhance- COINS Connect

- COINS Dial VPN

3. VADS International- AGNS FR/GMIS/SNA/SNA Dial- AGN (AT&T Global Networks)

- MCI (formally known as WorldCom)

- CONCERT (cards and patching of panel) Voice

- VPIS (VADS Premier Internet Services)- StarHub Singapore

- Brunei Telecom- AT&T Internet Dial Services

4. Miscellaneous- Test Gear - TM Network in VADS

- Maxis Network

- Time Network- Fiberail Network

- Fibercom Network

- Temperature Reading in VDC

- Security Camera recording and tapes



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VADS PREMIER

1. IP VPN

VADS new service introduce in the year 2002, running purely on CISCO IP

infrastructure.

Our jobs scope as follows: -

- Monitoring of customers networks

- Perform 1st level trouble shooting- Open, update and closing of trouble tickets

- Updating of customer via email, SMS and phone calls

- Coordination between Telcos and FSE

2. Frame-Relay

VADS Frame-relay service, today we still have hand full of customer subscribing

to this service and it is in fact one of the proven and most stable WAN solution in

the market.

Our jobs scope as follows: -- Monitoring of customers networks

- Perform 1st level trouble shooting

- Open, update and closing of trouble tickets- Updating of customer via email, SMS and phone calls


3. X.25

VADS X.25 Service, it is VADS very first service that set up 10 years ago. Today

we have very few customers subscribing to this service and the rest of the usersare petroleum that used mainly for credit card transactions.


- Monitoring of customers networks- Perform 1st level trouble shooting

- Open, update and closing of trouble tickets

- Updating of customer via SMS and phone calls- Coordination between Telcos and FSE

5. Petroleum

Petroleum customer like Caltex and Mobil are running on X.25 as their mainconnection for their petrol station to all the acquirer (banks) for their credit cards

transactions.


- Customer will call us for fault reporting

- Perform 1st level trouble shooting- Open, update and closing of trouble tickets



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- Updating of customer via email and phone calls


ProJET in this case will be slightly different, ProJET out sources their whole

petrol stations network to us. The stations networks are divided into Point-Of-

Sales and WAN (Maxis VSAT).

Our jobs scope for the ProJET POS as follow: -

- Customer will call us for fault reporting- Perform 1st level trouble shooting


- Updating of customer via phone calls

- Perform 2nd level trouble shooting, which CSE need to dial in to the petrolstations or FSE need to be on site for further diagnosis.

Our jobs scope for the ProJET WAN (VSAT) as follow: -

- Customer/MAXIS will call us for fault reporting- Perform 1st level trouble shooting

- Open, update and closing of trouble tickets- Updating of customer via phone calls

- Perform 2nd level trouble shooting, which FSE need to be on site with

VSAT equipment for further diagnosis.- Coordination between MAXIS, FSE and CSE

TM COINS

COINS Frame-relay is Telekom Malaysias first frame-relay service offer to thecorporate business usage. Customers are only allowed to use specific routers in thisnetwork, which is Cisco and Bay.

3 packages were introduced during initial launch, and called them Premium, Enhanceand Connect. However, due to some technical issues, COINS decided to drop the

Connect service.

As for existing customer who subscribed to all the 3 services will still be able to carry

on with the services.

1. COINS Premium with full SLA (Service Level Agreement)TM will provide leased circuits and ISDN backup lines for this package and

COINS will own the routers, inclusive of configuration and security.

2. COINS Enhance with minimum SLA

TM will provide leased circuits and ISDN backup lines for this package.

However, the router belongs to the customer, inclusive of configuration andsecurity.



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3. COINS Connect without SLA (Stop provision for new customer)

TM will provide leased circuits ONLY for this package without any backup line.The rest are belonging to customer.

4. COINS Dial VPN, Best Effort OnlyTM will provide ONLY 1 (one) leased circuit to customer HQ. However, the

customer got the option whether to own the radius authentication server. Branches

will connect to their HQ via either ISDN dial or analog dial. In this case, thecustomer owns the ISDN and analog phone lines.

Our jobs scope for the COINS will be as follows: -

- Monitoring of customers networks (except Connect and Dial VPN)- Perform 1st level trouble shooting


- Updating of customer via SMS and phone calls

- Coordination between COINS, TM and FSE- Escalation to 2nd and 3rd level cases to respective team

VADS International

VADS partners other International renowned world class Telco to provide customer fortheir oversea network solution. The solution package provided is not only for our local

customers but also for oversea customer to have their branch in this country.

Today VADS is working with AT&T, MCI (WorldCom), BT Concert, StarHub

Singapore and Brunei Telecom to provide the following services:

1. AGN (AT&T Global Networks)Launched recently by using the latest MPLS Technology. It uses the IP protocol

and able to go from one end to another end in the same network with traffic

prioritization QOS (quality of service).

2. AGNS

AT&& Global Network Services are consisting of their current Frame-relay,Global Managed Internet Services (GMIS), SNA and SNA Dial Services.

3. MCI (formally known as WorldCom)

VADS provide tail end circuits to MCI customer having branches in Malaysia.

4. CONCERT (cards and patching of panel) Voice

Today, VADS only provide the facilities management for Concerts VOICEServices.

5. VPIS (VADS Premier Internet Services)



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VADS very new and owned Management Internet Services. We have multiple

peering with other Internet Provider to create a more robust and stable network

for the corporate Internet customer.

6. StarHub Singapore

Provide connectivity for customer who wants to go into Singapore.

7. Brunei Telecom

Provide connectivity for customer who wants to go into Brunei.

8. AT&T Internet Dial Services

Provide corporate customer with dial up Internet connection. Customer will be

using only 1 (one) user id for them to travel all over the world and stay connectedas long as AT&T network is present.

Our jobs scope for all the above services as follows: -

- Monitoring of customers networks (AGNS Only)- Partners/Customer will call us for fault reporting

- Perform 1st level trouble shooting- Open, update and closing of trouble tickets as well as GPCS Tickets

- Updating of Partners/Customer via email, and phone calls

- Coordination between Partners, Telcos and FSE- Help and trouble shooting on dialer software (AT&T Internet Dial Only)

- Swapping of Interface Cards and Patching the Panel (Concert Only)

Miscellaneous

The following are the list of task and information that will help to further understand andimprove in VADS services along the way.

1. Test Gear

A very useful tool that must be mastered by CSE in order to support and troubleshoot leased circuit problem.

2. TM Network in VADSCurrently TM has 3 networks terminated at VADS. Marconi Network (1200

Series), Marconi 2 Network (1300 Serial) and Tellabs Network (1400 Series).

VADS so far only have the monitoring tools for the Marconi 1200 Network,

which enable us to performed task like running test, soft reset, re-align of circuitand many other tasks.

6. Maxis NetworkSome of VADS customer are using Maxis network if the customer decided to

have an alternate provider. No monitoring tools are in place. Will only report to

Maxis helpdesk upon customer complaint.



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7. Times Network

Some of VADS customer are using Times network if the customer decided to

have an alternate provider other then TM and Maxis. Times terminated their nodeat level 3 of Plaza IBM. No monitoring tools are in place. Will only report to

Times helpdesk upon customer complaint.

8. Fiberail Network

VADS uses Fiberail fiber network as part of VADS west coast backbone to the

north and south for the VADS Premier IP Network. Please refer to the diagram A.

9. Fibercom Network

VADS uses Fibercomm fiber network as a redundancy on top of the Fiberail

Network. Please refer to the diagram A.

10. Temperature Reading in VDC

Recording of the VDC Room temperature for the ISO purposes.

11. Security Camera recording and tapes

It is necessary to change the security tapes daily.


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