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View each team - Managed Services

Call To Colours — Dec 2016 by CELFOCUS

The Managed Services area was created in 2011 to provide specialized Application Maintenance and Operations Services to our customers.

Celfocus' Managed Services team manages and delivers solutions on behalf of our customers, covering all the Business areas and technical domains of our company: Customer Services, Integration, EPM, Online, NGIN, OSS and IPTV.

Green light with Managed Services

Why do Customers need Managed Services?

When we talk about Managed Services, many doubts come up, but this is probably the question most often raised.

The answer is quite simple and if you think about it, you see it in all your basic daily activities. The services you use are maintained by someone that guarantees its availability, and in case of unavailability, someone guarantees its prompt recovery. But regardless of the service’s status, you know that someone takes care of it and that’s exactly what our clients want from us: Someone that takes care of their services!

Considering the market’s current conditions and its evolution over the years, service quality is a constant demand, and the switch between service providers has become even easier.

An effective managed services, takes a proactive approach rather than reactive one. Therefore, many IT issues are prevented before they become actual problems that need to be fixed. (e.g Customers’ denial of service) . This Support model guarantees that our Customers:

  • Increase operational efficiency
  • Reduce operating costs
  • Minimize downtime
  • Focus on running the business, and not the technology
  • Peace of mind from knowing that the service is monitored 24x7

Red Light is not an option!!!

Did you know that we are currently supporting operations in 9 different countries and 3 different time zones?
Did you now that in 2016 we:
  • Handled 30384 Incidents and 7316 Service requests
  • We solved 1435 Problem Requests
  • 99% was our Service Level compliance
  • Never paid any Service Credits?
  • We monitor 9 different platforms on 24x7 using (Nagios)

We are now 183 people located between Lisbon and Oporto, focused on delivering quality and creating differentiation.

Managed Services Shares different shades

Managed Services (MS) has built an Operations Centre in Oporto, focused on using a Delivery Shared Model.

The Shared Model is a framework that allows MS to cover the peaks registered in operations, respond quickly and efficiently to critical requests in applications, without unnecessary head count increase.

Currently, there are 77 Managed Services people working in Oporto, 30 of them working in Shared Model, supporting 12 Operations in 8 different Geographies.

In 2016, 45% of the Shared Centre resources are working in this model, 22% more than in 2015.

Managed Services expects to continue people’s rotation among operations, in order to ensure a larger redundancy, continue incrementing technical knowledge and have all operations under this Model by the end of 2017.

The Operations Centre in Oporto & the Shared Model are nuclear pieces on Managed Services’ growth strategy and sustainability, by increasing the area’s efficiency and competitiveness on the opportunities that we are daily faced with.

Vodafone Ghana Phase II Transition, Completed with flying colours

The Vodafone Ghana CRM project’s transition from project to support was aimed at softening the difficulties and possible impacts inherent to any transition stage, thus preserving the client’s high satisfaction and confidence level.

The Transition Process took place in two complementary phases (Handover and Stabilization) and we decided to introduce a new role, the Transition Manager, to define, execute and control the transition plan. The Transition Manager worked closely with both the person responsible for the Delivery (Project Manager) and the Support Service Manager, thus ensuring the compliance with the milestones defined in the transition plan and personifying Celfocus’ pledge before the client, to deliver a smooth transition.

During the whole process, the Project team included some of the Managed Services’ colleagues in order for them to actively participate in the project’s development and testing activities (pre-Live!) as well as on bug fixing activities during the stabilization phase (after the Go Live!), contributing for a more skilful and well prepared Support Team.

The high level of ENGAGEMENT between all stakeholders involved was the key factor for this successful and smooth transition process.

In the End, our Client’s feedback tells us that we are on the right track!

Gene Kim is an American entrepreneur, researcher and author focused on IT operations and DevOps. He believes DevOps can solve gigantic business problems and create more economic value than anything we've seen in the last 30 years.