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Incident Management & NOC

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Product Installations across 51+ countries

Incident Management & NOC

Nucleus Software supports organizations to run their operations smoothly. Incident Management & NOC team are the first line of support for any query or trouble. They resolve the issues at their end before it impacts customers business. We ensure 24X7 availability of customers services.

Nucleus Software’s Help Desk serves as an interface between the end users of IT service and the administrators responsible for managing the service. It plays a crucial role in ascertaining service availability till the last mile, by facilitating quick turnarounds for any inconvenience to the users. Helpdesk is able to provide efficient and cost effective service through the use of tools and processes acclimatized to suit the client environment. Our Help Desk service includes the following aspects:

Service Request Management

  • Receiving the user query via Phone/E-mail for 24 x 7 x 365 multi-lingual support
  • Registering and raising ticket for each query
  • Resolving the query by either
    • Directing the requestor to self-service portal for referring to FAQ's
    • Providing L1 support for resolution of queries
    • Escalating the query to the concerned L2 technical support team and follow up
    • Closure of the request after confirmation from requestor

User Self-Service: Empowering users to resolve their queries/basic issues through a self-service portal containing extensive FAQ’s and knowledge repository. This portal is kept updated with the latest queries based on monthly trend analysis of the requests.

First Level Support

  • Providing L1 support for resolution of queries
  • Regular training to enhance the scope of L1 support
  • Use of updated knowledge repository in resolving queries without escalations to L2 support
  • Focus on restoring the service back to normalcy as quickly as possible and contain the impact on operations for the L2 escalations

Reporting & Continual Improvements

  • Periodic reporting of queries received and unclosed incidents report
  • Regular tracking and reporting of performance on SLA parameters
  • Query analysis & identification of target areas for continuous improvement initiatives
  • Leveraging best practices gained from other clients to bring in automation, technical and process improvements

Network operations center (NOC) and Security operations center (SOC) team provides 24 x 7 x 365 support for customer’s network environment. NOC team has the capability of identifying the reasons for network failure & take corrective actions. While SOC team monitors the security posture of the organization & reports any incident of security violation alerts. At Nucleus Software, we see Network services as a group of services that supports various aspects such as:

Lifecycle Management: We have expertise in voice and data communication over network, managing complex and widespread network infrastructure across time zones and varying customer segments. By designing, monitoring and managing network setup, we can help in improving network availability, optimizing performance and proactively managing operational issues to ensure smooth and uninterrupted functioning.

  • Inventory Control and Asset management
    • Complete ownership and management of Network area assets
    • Renewal and upgrades through vendor co-ordination
  • 24x7 Fault and Performance Management
    • Alert monitoring and recording with network monitoring tools
    • Alert analysis and correction to restore network services
    • Trend analysis and improvement measures to reduce false alerts
  • Break Fix and Continual Improvement
    • Troubleshooting and service restoration
    • Root Cause analysis and solutions to enhance system performance
  • LAN/WAN Architecture
    • Design and implementation service to deploy new network infrastructure or migrate to the latest technological level
    • Network infrastructure setup for office building/campus area
    • Secure and cost effective Intra Office Connectivity between Central Offices and remote/branch sites

Network Cost Optimization: BFSI organizations operate across geographies which escalates the network bandwidth requirements to fulfill the network environment needs to cater the increasing number of applications. We focus on protecting banks/financial institutions from Network security related loopholes while optimizing the cost of network environment.

Network Security: Corporate network infrastructure requires security and flexibility to connect employees from anywhere across the globe. Under Network Security services, we cater to design, implement and manage the security elements in the Client's enterprise network.

  • Perimeter Level Security
    • Managed Firewalls, Managed VPN /SSL VPN, Managed IPS/IDS
    • Security solutions for Internet access and Anti-Spam
    • Malware for Mails
  • Internal/Data Center Level Security
    • Secure Access Controls to provide only the required access
    • Next generation User role based Palo Alto firewall
  • Access Controls to Network Devices
    • Identity Management for controlled access to network devices
    • Network Access Controls for allowing access to network devices from centralized location
  • Wireless Network: Promoting paperless office as a part of 'Go-Green' initiative by providing wireless connectivity to work on mobile devices while away from the desk, reduces the overall operational cost. We provide solutions for secured and efficient wireless network connectivity through our expertise in leading technologies. Key features of our wireless network solutions are:
    • Design and implementation of wireless connectivity
    • Secure access controls based on deferential type of users/devices
    • Protection against unauthorized access to wireless network
    • Complete protection against data leakage

Consultancy Services:

  • Feasibility Study and Network Design Planning for
    • Wireless connectivity in office premises with controls for secure access on mobile devices
    • Mobile Devices Management setup for accessing corporate data securely
    • Virtual Desktop Environment for providing secure access to corporate applications remotely over Internet while the actual data resides securely within the Data Center
  • Overall data security vulnerability assessment and solution design