Ownership Economics
Market differentiation through virtual NOC “ownership economics”
What we offer…
Operation Centre located in Johannesburg, South Africa
24 x 7 x 365 capability with DR (remote worker capability) & rotational shifts with 24-hour technical support
Multiple communication access – Smart Call 080-NOCDESK, web portal, fixed-line, SIP, IVR and mobile
Redundant power – UPS and generator
Redundant data connectivity – fibre (dual service providers), LTE
pain in my ass software
Feature Set
• Dedicated focus on Operations Centre Services
• Customer Centricity is at the core of everything we do
• Structured interface management for customer and support staff
• Customized service management process in support of unique
requirements of customer and SLA
– Automated SLA management and escalation
– Incident and trouble ticket management – tracking, reporting
and follow up
• Independent NOC
– Independent reporting on ticket status and associated SLAs
– System generated audit trail – credible input to SLA review and
associated penalties as applicable
• Standard and customized reporting – visibility of status and
performance
• Data science, BI and Dashboard-driven Operations Intelligence
Differentiating Services
MCORP offers a complete suite of outstanding services, which include…
Service Operation Centre (SOC)
• Service Desk & Web Portal
• Trouble ticket system
• First-line support – first call resolution
• Field force dispatch management
• Field maintenance coordination
• Incident communication management
• Structured SLA management
• Structured Management reports
Network Operation Centre (NOC)
• Surveillance of Network elements
via 3rd party or own NMS:
– Fibre
– Equipment & Systems
– Access Management
– Environmental (EMS) inclusive of
physical security
• Alarm monitoring and control
• Incident analysis
• T1 & T2 support customer specific
• Field Force dispatch management
Managed Services
• Full Operation Centre as a Service
(OCaaS) – NOC & SOC
• Network audits – system based
• Spares management
• Warranty management (RMA)
• Asset management – update of
the inventory
• Maintenance services – fibre, equipment
& facility
• T3 OEM coordination
• Professional Services
• OR consultancy
Consultancy
• Operations & Maintenance (O&M) model
audits – people, system & process
• Operations Intelligence – renewal and/or
augmentation based on O&M analysis
• Operations Reporting
Typical Operation Centre Service Components
