Mailing platform growth support
Profile Client
Leader in email services, the platform has experienced a very strong growth after having raised several million euros of investment. With a team of more than 120 people worldwide, the platform has participated in sending more than 27 billion emails to date.
The SAAS platform allows professionals to send both their marketing emails
(newsletters, promotional offers) as well as their transactional emails (notifications, confirmations of registration, orders, invoices…). The platform’s services include solutions for designing emails, sending massive volumes and tracking these shipments.
Projet Scale :
- An average of 1 billion emails sent per month
- 120 people in offices located in 7 countries
- Product available in 4 different languages : EN, FR, DE and ES
Techniques and key skills :
- Emailing
- DNS
- SMTP
- API
- Google Cloud
- Hybrid Solution
- SAAS Platform
- Infrastructure Security
- Consulting and support for the infrastructure’s implementation
- Data Protection
- 24/7/365 Monitoring
- SAAS Platforme Supervision
- Technical Support Leve 1, 2 and 3
- Helpdesk
- ITIL
- Agile
Challenge :
Victim of its tremendous success, the company has encountered difficulties in developing an infrastructure in line with its extremely strong growth, while ensuring that its users benefit service continuity. The goal was to find a solution to minimize the number of incidents, so that the client’s team could focus on the APIs' development.
IPSIP’s solutions :
As a first step, IPSIP provided advice on redefining their infrastructure and converge towards hybrid solutions on the Google Cloud platform. In a second time, our team implementated the new infrastructure on Google Cloud.
Dedicated team: 11 persons
- 1 NOC Manager - Level 1
- 5 NOC Operators - Level 1
- 1 Senior Administrator & Incident Manager - Level 3
- 1 Technical Support - Level 1
- 1 Technical Support - Level 2
Level 1: N.O.C.
5 persons working 24/7/365 in rotation mode (3 shifts / day; 1 person / shift). The NOC manager is responsible for team organization and performance management of the members.
Responsibilities :
- Application of basic technical procedures
- Detection of incidents, anomalies
- Analysis and resolution of basic incidents
- Sending alerts and escalations to level 2 and level 3 with first analyses
- Follow-up of incidents until resolution
- Documentation and regular updating of procedures and best practices.
Skills :
- Basic system and network knowledge
- Analytical, resolution-oriented thinking
- Spoken and written french and english
Levels & Certificates :
- University degree with IT background
- Average years of experience of the team: 2 years
- CCNA / MCSA / Linux certified
Level 2: Incident Managers & Trainer
2 people with on-call availability during non-working hours.
Responsibilities :
- Analysis and resolution of level 1 escalations
- Detection and troubleshooting of incidents, system and network anomalies
- Creation of procedures and training at level 1
- Escalation of more complex cases to level 3
- Account migration management
Skills :
- In-depth knowledge of systems and networks
- Definition of procedures, document writing and training
- Database, server configuration, API, cloud
- Analytical, resolution-oriented thinking
Levels & Certificates :
- University degree with IT background
- Team’s Average number of years of experience : 4 years
- Certified: CCNA, Fortinet NSE4, NSE5 and AWS
- Oral and written French and English
Level 3: Network Administrator
1 person with on-call availability during non-working hours.
Responsibilities :
- Advice and support in the deployment to the google cloud infrastructure
- Ensures stable operation of the organization’s infrastructure
- Definition of security policies with the client’s CISO team
- Analysis and resolution of level 1 and level 2 escalations
- Advice on the management of different databases
Skills :
- Extensive system and network knowledge and experience
- Experience in the development, maintenance, support, and optimization of key functional areas including network infrastructure, server infrastructure, data communications, and telecommunications systems.
Levels & Certificates :
- Diploma in IT engineering
- Number of years of experience: > 10 years
- Certified: AWS, CCNA, VMware, Google
- English, French and German speaking and written.
Level 1 Technical Support :
1 persons with working hours covering ICT time slots
Responsibilities :
- Customer tickets' reception
- Writing and sending answers to basic ticket questions
- Analysis and escalation of more complex tickets to level 2 technical support
- Receipt of Level 2 Technical Support analysis and answers reformulation sent to the customers
- Tracking of tickets until their resolution
- Prioritization of tickets according to their urgency levels and SLA
Skills :
- Experience in technically oriented customer service
- Basic knowledge of computer technologies
- Good communication skills and management of priorities
- Excellent in French and English - Oral and written
Levels & Certificates :
- University degree with linguistic, IT or economic background
- Number of years of experience: 2 years
- TOEIC >850; DALF C1 (French)
Level 1 Technical Support :
1 persons with working hours covering ICT time slots
Responsibilities :
- Reception of tickets escalated by level 1
- Analysis and sending of explanations, answers to level 1
- Escalation to level 3 and ticket tracking beyond level 2, rewording and reference to level 1
- Tickets' prioritization according to their urgency levels and SLA
Skills :
- In-depth knowledge and experience on systems and network
- 2 years experience in SMTP, DNS and APIs
Levels & Certificates :
- University degree economics and finance background
- Experiences : > 5 years
- Certified: AWS
- TOEIC > 850
Résultats
- We redefined the infrastructure based on a cloud solution capable of offering high scalability, then we participated in the infrastructure’s migration to Google Cloud and finally provided support for the commissioning of this new infrastructure.
- Emphasis on infrastructure security and data protection. Definition of security policies with the customer’s CISO team.
- We then implemented the tools and SAAS platform’s supervision.
- We installed a 24/7/365 monitoring system, gradually increasing our scope of intervention so that we can now monitor level 1 to 3 incidents for all of the Group’s teams.