Sify Network - Help Desk and field level suport

Sify Technologies Ltd has been selected for setting up a Network environment for IndiaPost to implement the IT Modernization Project. M/s Sify will act as Network Integrator (NI) with the help of major Internet Service Providers like BSNL, Airtel, etc.

 The Sify will provide an interim helpdesk / service desk for a period of 1 Year which will bereplaced by the CSI helpdesk later. The interim Helpdesk which takes call from the end users will be operating between 0800 hrs and 2000 hrs on all the seven days of the week. Between 2200 hrs and 0800 hrs, only limited staffing will be available. However the end users can log tickets through Service Desk portal which will be 24x7 basis.

Following are the main features of Help desk in connection with Network Integration.

1.   The service desk will be a single point of contact for India Post, vendors and otherservice providers and will be an interface between the NOC teams and all the other  external agencies. Hence all calls should be logged/raised through helpdesk /service desk only.

2.   The helpdesk handle queries / questions related to the network and other activities such as changes, incidents, problems etc.

3.   All tickets raised by the helpdesk will be assigned to the appropriate teams for further troubleshooting and resolution.

4.  During the process of troubleshooting, the relevant teams may find it appropriate to work directly with the customer / vendors and in such cases all the proactive updates to the customer and the necessary coordination will happen through the service desk teams.

5.  All communication, written or otherwise will also happen through the helpdesk to ensure streamlined flow of information.

6.   The helpdesk teams will be reached through a Universal Access Number and  they  will  be  available  during  the  specified  timings  as  mentioned about. The UAN number has been applied for and will be made available before the start of the implementation.

7.   The high-level process flow of the Helpdesk team is provided below:

Field level support

Sify  NI  Operation  Team  Leads:  Sify  Project  Management  Team  Leads  are available at 4 Zone i.e. East, West, North & South. They are interacting with Project ManagementTeam leads of NSP 1/ NSP2/ Vendors (Mast, OEMs, Fiber) who are available at 22 circles. This is to ensure one more layer of control point below central control point. Any issues which are beyond their control will be immediately escalated to their respective superiors available as control points above them.

NSP1 Operation Team Leads:  Operation Team leads of NSP1 are operating from their respective offices available at 22 circles. They are interacting with Implementation teams in the respective circles. This multilayer control points will ensure project is being executed in controlled environment.  Any issues which are beyond their control will be immediately escalated to their respective superiors available as control points above them.

NSP2 Circle Team Leads: Sify has deployed Team Leads at 22 Circle offices stated by DOP who are reporting to Sify Project Manager and guide the Implementation teams for respective circles and DOP sites coming under the purview of these circle offices. They are interacting with Implementation teams in the respective circles. This multilayer control points will ensure project is being executed in controlled environment. They will be responsible for monitoring & controlling the project activities in the respective circle offices.

Sify Operation Team: Sify has dedicated Operation team for 22 circles. They will be mostof the time on field for maintain commissioning of WAN Network and field office components for the DOP sites coming under the purview of the respective Circles   offices. They are closely working with the implementation team of NSP1/NSP2/Vendors/Sub-Contractors. They are reporting to respective Sify Project Operation team leads of circle offices.