About the Client
ICT infrastructure provider in Oceania
Challenge
A leading ICT infrastructure provider managed a rapidly expanding network using multiple disconnected EMS and NMS platforms. Each system operated in isolation, limiting visibility and slowing fault detection.
Alarm management was noisy and reactive. Limited correlation across devices increased false positives and extended incident resolution times. Incident handling relied on manual ticket creation, lacked structured workflows, and offered little insight into SLA performance.
Field operations worked largely outside the NOC workflow. Job dispatch, inventory updates, and asset tracking were manual, delaying response times and lowering first‑time fix rates.
Solution
The client partnered with TCTS to modernize network and field operations. TCTS assessed tools, processes, and operational gaps, then designed a unified, automation‑first operating model aligned to scale and service reliability.
Unified Cognitive NOC
- Implemented a single‑pane‑of‑glass monitoring platform integrating multiple EMS and NMS tools
- Configured alarm correlation, deduplication, and intelligent filtering to cut noise
- Delivered role‑based dashboards for real‑time network health and KPI visibility
Automated Incident Management
- Enabled automatic incident creation from correlated alarms
- Implemented end‑to‑end incident lifecycle workflows, from assignment to closure
- Configured SLA timers, breach alerts, and compliance reporting
- Integrated problem and change management to address root causes and control network changes
Field Operations and Workforce Integration
- Integrated incident tickets with a Workforce Management (WFM) platform
- Enabled intelligent job dispatch based on skills, location, and availability
- Equipped field engineers to capture asset, spare, and material updates during site visits
Results
50% reduction in mean time to repair (MTTR)
70% reduction in monthly open trouble tickets
By unifying NOC and field operations and embedding automation across workflows, the client improved service assurance, reduced operational friction, and built a scalable foundation for future growth.
