Infrastructure Management Services, Server & Storage Management, Computer Hardware Maintenance Support

INTRODUCTION – Swan Infrastructure Management Services

Information technology is an essential part of all businesses. IT infrastructure availability, reliability and performance are therefore, fundamental to business success. Not only is the right IT infrastructure important but also its efficient management. IT must also count towards your fiscal probity. The challenges are manifold:

You have to right-locate the IT infrastructure management
The infrastructure management services have to meet your desired availability, reliability and security standards
You have to derive the optimal performance from your IT infrastructure
The team has to have the right infrastructure domain skills and the attitude to serve

Swan-IMS can help you manage your complex IT infrastructure by providing the right skills and processes to reliably deliver availability and performance of your secure infrastructure. We offer you a very flexible model to help you manage offshore as much of your IT infrastructure management services as you desire. We will customize the offering that makes the best sense to you.

Our approach starts with an understanding of your requirement and portfolio analysis. We then study the inter-operability of your processes and Swan-IMS processes, and constantly strive to improve efficiency and productivity, increase customer satisfaction and bring cost benefits to you.

Swan-IMS right-sizes the team with the right skills and experience to bring to you the best support services to your mission critical IT infrastructure.

Swan-IMS Value Proposition

Reduced cost of operation
- Remote monitoring and management services.
- Highly skilled staff.
Reliable and highly available infrastructure
- 24x7 monitoring.
- Real-time monitoring and management with timely escalations.
Better support
- Improved end-user satisfaction through higher level of skills.
- Provide the reports and analysis.
Availability and performance trends
- Infrastructure performance and availability improvement methods.
- End-user feedback on QoS.

Swan-IMS Offerings

Server and storage management

System administration.
Patch administration.
Tape backups and recovery.
Capacity planning.
Hardware maintenance support.
Server monitoring.

Network management

System administration.
Capacity planning.
Hardware maintenance support.
Operational support.
Network monitoring.

Datacenter management

Datacenter Equipment administration.
Server Management In Data Centre.
Application Monitoring In Data Centre.
Application Ownership Maintaining.
Escalation In Case of Incident.

IT service desk

Level 1 support.
Level 2 support.
Level 3 support.

Professional services

High availability configuration and planning support.
Disaster recovery configuration and planning support.
Database migration planning, implementation and support.
SAN storage management support.
Enterprise backup and recovery planning and support.

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Roles & Responsibilities of Swan IMS Team Leader

To Head Services Delivery and Team.
To remain escalation point for the customer.
To Manage Services MIS.
To prepare project Plan, Managing the contingencies, resource management & logistics while maintaining Service delivery.
To design, implement and demonstrate processes in line with world class best practices.
To train and manage engineers and related staff.
To implement FM/FS Projects.
Customer Satisfaction rating to be maintained to the maximum.
To factor resource redundancy plan for better continuity and reliability of services.
To conduct internal quality audits on periodic basis.
To create documentation for all the processes in line with quality standards.

Datacenter Team

Database team is responsible for the 24* 7 working of Data Centre. It’s responsible to see all the servers are running 24 *7. It monitors the application are running 24* 7 on the server on Production environment. It monitors the physical security of the center. It monitors all the equipment necessary for 24*7 functioning of Data center (eg UPS, Precision AC and Generators).

Server Management.
Maintaining details of all the equipment in the data center.
Escalation Matrix for Equipment Failure.
Support Level Matrix for Data Center Equipment.
Maintaining details of all the applications running on the server.
Maintaining details of owner of Applications.
Escalation Matrix for Applications Problems.
Support level Matrix for the Data Center Applications.
Network Equipment Details.
Links Details and monitoring Links in absence of Network Team.
Backup Monitoring.
Backup Tape Management.

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Branch Support Team

The branch support team is responsible for all the activities and application accessed by that particular branch. Which are:

Responsibilities

Webmail

Webmail Mail id creation in Webmail Server.
Informing Lotus Notes Administration of new ID Created.
Managing the Web mail Address Book.
Documents on all the Id Created.
Interaction with all the party involved in ID creation.
Details of all the Id in Web mail.
Interaction directly with end user to solve his web mail problem.
Report weekly on Id Created.
Provide strategy and direction for all Webmail Activities.
Perform pro-active tasks to ensure availability of enterprise-level E-mail systems and performs system design, management, maintenance and upgrades.
Maintain Email standards.

Portal IDS

Creating Portal Ids in multiple Portals.
Rights maintaince of Portal Ids.
Validating Problem of Portal IDs and escalating to right source.
Support day-to-day operations for Portal.
Document all changes and overall structure of the Portal ID Creation Process.
Support the Datacenter Team in all areas related to Portal after normal working hours.
Provide strategy and support for all Portal IDS.
Assist in the design and deployment of implementations and project-based work.
Perform pro-active tasks to ensure availability of enterprise-level Portal.

FTP Support

Creating FTP Ids in FTP Server.
Rights Maintenance of FTP Ids.
Validating Problem of FTP IDs and escalating to right source.
Support day-to-day operations for FTP.
Document all changes and overall structure of the FTP ID Creation Process.
Support the Datacenter Team in all areas related to FTP after normal working hours.
Provide strategy and support for all FTP IDS.
Assist in the design and deployment of implementations and project-based work.
Perform pro-active tasks to ensure availability of enterprise-level FTP systems.

Chat Support

Creating Chat Ids in Chat Server.
Group Maintenance in chat.
Validating Problem of chat server.
Support day-to-day operations for Chat Services.
Document all changes and overall structure of the Chat Server.
Support the Datacenter Team in all areas related to Chat Server after normal working hours.

Hutch Mail Server

Support on Hutch mail Server.
Interacting with Hutch mail for Support.
Providing Support for User On Hutch Mail.

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Network Administrator

Primary objective of a LAN/WAN Administrative is to coordinate, interact, implement and maintain the the Company's wide area network (WAN) and local area network (LAN).

Responsibilities include:-

Implementing Enterprise wide Campus, LAN,WAN network.
Knowledge of network topologies and protocols TCP/IP.
Managing IOS configuration files and image files.
Network Troubleshooting and debugging Router, Switches Password Recovery.
Support LAN/WAN equipment switches, firewalls, routers, wan modems and controllers.
Configure & maintain Routers & switches (Cisco, Avaya, LinkSys, etc)
Maintenance and configuration on: Leased lines, VLANs, IOS, TFTP and Channelised E1.
Independently Handling Small to large sized network and troubleshooting.
Provide onsite & remote technical support for network connectivity.
Deploy and manage structured cabling to ensure smooth functioning of network.
Documentation of hardware installations of switches, hubs, firewalls, etc.
Documentation of LAN/WAN environment and ensure updates are made appropriate.
Assist in monitoring performance, recommending upgrades to insure integrity.
Maintains inventory of all LAN/WAN hardware and software.
Ensures that the design of network architecture at site is adhering to corporate standards.
Ensure all network projects completion on time.
Liaison with vendor for technical infrastructure implementation and support escalations.

Server Team

The major responsibilities of server administrator include defining and managing server access lists and server restrictions for both Web users. A server administrator is also be responsible for creating and maintaining File Protection documents for HTTP access, and other Web-related security measures. Responsibilities include:-

To provide system administration, integration, maintenance and user support on all supported servers and data storage systems.
To be responsible for installing, configuring and maintaining Windows servers.
Install and configure new hardware, software releases, system upgrades; evaluate and install patches.
Troubleshoot problems with networks, web services, mail services, applications software, desktop/server relationship issues and overall aspects of a server environment.
To plan and implement system, data and database backup and recoveries.
Manage and monitor server configuration, performance, and activity of all servers in a Windows domain including Active Directory, ensuring that each server meets 100% planned uptime.
Monitor file servers for viruses, and keep server and client anti-virus signatures up-to-date.
Handle all aspects of server backup programs, including running data restores as required.
Participate in QA testing and integration of new server and desktop software
Plans, documents and communicates all changes to server software minimizing customer disruption.
Assists in assessing the needs of the customer to determine the suitability of specific server hardware and software solutions.
Confers with vendors and customers to determine suitability of server software products.
Responds to emergency calls relating to server performance, diagnosis of problems, repairing problems or calling upon appropriate principal technicians.
Diagnoses server and operational problems and develops effective solutions.
Maintains data integrity and security of server software.
Monitors server software products and tracks server performance.
Evaluates placement of data of devices for the purpose of optimum server performance.

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Helpdesk Engineers

Analyze the incident/problem through appropriate questioning and fact gathering, resolve or escalate the incident and document in detail the information gathered and steps taken.
Effectively deal with urgent situations; know when to escalate a problem to the appropriate level.
Escalate problems that cannot be resolved in accordance with established procedures.
Maintaining all the machines for hardware as well as software problems.
Staying abreast of industry changes and new technologies.
Recommending proactive solutions to recurring issues.
Shall ensure that all the calls he receives are logged into the network.
Co-ordination with team co-ordination for closing spare related calls.
Co-ordination with network team for any problem faced in wide area network.
Installing the PC’s and configuring them on the network as well as loading all the software on the PC’s and copying the existing data.
Checking for the viruses if they are any in the system and removing it as well as loading the latest version of anti virus software’s in systems.
Performing maintenance task on the desktop.
Managing of Fax Mail Software on the Desktop.

Access Control

Monitoring of Access Control Equipment.
Access rights for new users.
Maintaining details of Access rights.
Reports of Access to Data Center and Server Rooms.

Helpdesk Coordinator

Co-ordination with hardware vendors for closing spare related calls.
Ensure all User issues are managed from inception through resolution.
Accept requests for assistance or problem reports from users.
Obtain necessary information from users to adequately describe the request or problem report.
Enter information into the problem tracking system.
Directly respond to the request or problem if within own areas of expertise.
Complete information on problem reports that were solved personally and close report in problem tracking system.
Direct the request or problem to the most appropriate support area (e.g., specialist, support organization).
Liaison with user to ensure that requests or problem reports have been satisfactorily handled.
Manage central IT facility management helpdesk.
Ensure closure of a problem / issue that creates a reason for escalation.
Identify ways to improve customer satisfaction and maintain quality of services.
Use helpdesk system to manage / track calls and monitor SLA violation.
Updating the products in inventory records.
Maintaining Centralized Escalation Contact Matrix of all the Vendors.
Maintaining Centralized Escalation Contact Matrix of all the Process Owner.
Coordinating with respective teams for timely closure of problems.

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Network –Telephone Support Technician

He will be responsible to take care of maintenance work for data cabling and telephone cabling. He will maintain all the passive components of the network. He will also maintain proper labeling of all the passive components utilized in the network.

Data Network

Details of all the Network Points in the Network.
Maintain Mounting Chords.
Proper labeling of Chords.
Laying cables inside Datacenter.
Co-ordinating with service provider maintenance technician.
Planning and monitoring work of new cable laying.
Planning for Spare Capacity

Telephone Network

Details of all the Telephone Points in the Network.
Maintain Telephone Points.
Telephone Shifting.
Details of Telephone Extension.
Coordinating with PBX telephone engineer.
Maintain Call Center Telephone.
Maintain PBX initial Software Changes.

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