24/7 Invoicing plateforme Supervision
Customer Profile
Leader in software publishing in management system and maintenance, mainly for companies and institutions in the field of the whole world.
Project Scale:
- 8 SAAS managed platforms (e-invoicing, reverse factoring, archiving)
- 2 data centers
- 80 servers on Linux, Solaris and other environments
- 35 people international context
- International management
- Proprietary infrastructure security and processes
Techniques & Key Skills:
- Dematerialization
- E-billing
- SAAS platform
- Infrastructure
- Fortinet Appliance
- Monitoring
- SLA management
- Ticketing tool
- Security
- Database
- Network
- BPO
- ITIL
- Technical support, Helpdesk
- VoIP deployment
Challenge :
E-invoicing being a SAAS solution which allows the edition of invoices, it is essential that it must be available without any interruption of service.
Solution apportée par IPSIP :
We set up the e-invoicing platform monitoring.
For this purpose, our operators, from level 1 to level 3, are in charge of creating tickets, incidents analysis and resolution from the most basic to the most complex on the entire infrastructure. toute l’infrastructure.
Dedicated team: 9 people
- 1 NOC Manager - Level 1
- 6 NOC Operators - Level 1
- 2 Incident Managers (OPS) - Level 2
- 1 Network Administrator - Level 3
Level 1: N.O.C.
6 persons working 24/7 in rotation mode (3 shifts / day; 1 person / shift). The NOC Manager is in charge of the team management and is responsible for member performance.
Responsibilities :
- Supervision of the 8 platforms
- Application of basic technical procedures
- Application of ticket management procedures
- Detection of incidents, anomalies
- Creating and receiving tickets
- Management and reassurance of SLAs in ticket processing
- Analysis and resolution of basic incidents
- Escalation of tickets, more complex incidents to level 2 or level 3
- Tracking of tickets, incidents until resolution
Skills :
- Management of the ticketing tool, application of SLAs
- Basic system and network knowledge
- Analytical, resolution-oriented thinking
- Oral and written english and french.
Levels & Certificates :
- University degree with IT background or economics / finance
- Average number of years of experience of the team: 1.5 years
- CCNA / MCSA / Linux certified
Level 2: OPS
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
Skills :
- In-depth knowledge of systems and networks
- Definition of procedures, drafting of documents and training of the team
- Management of the ticketing tool, application of SLAs
- Analytical, resolution-oriented thinking
Levels & Certificates :
- University degree with IT background
- Average years of experience of the team: 3 years
- Certified: AWS, CCNA, Fortinet NSE4, NSE5
- Spoken and written Anglophone and Francophone.
Level 3: Network Administrator
1 person with on-call availability during non-working hours.
Responsibilities :
- Ensuring stable operation of the organization’s infrastructure
- Analysis and resolution of level 1 and level 2 escalations
- Advice on the management of different databases
- Management of the Fortinet appliance and its security policy
Skills :
-
In-depth knowledge and experience on systems and networks
-
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,…
- Oral and written english and french.
Results
- We ensured stable operations of the organization’s infrastructure. This includes development, maintenance, support, and optimization of the following areas infrastructure, server infrastructure, key functionalities, including network infrastructure, server infrastructure, communication
- We provide advices on various databases (Hana, Oracle…) management and ensure the entire remote exploitation . The platform is notably composed of 80 servers on different linux and solaris environments,
- We manage their Fortinet appliance (Fortigate 100E and FortiAnalyzer 400E, FMG-400E) as well as its safety policy and materials equipment
- We set up the e-invoincing platform monitoring
- Helpdesk process owner
- Process modeling and process improvement.