Infrastructure Management Services

As demands on the IT infrastructure is rapidly increasing, several companies are looking for a reliable and cost effective means for maintaining their IT applications and systems and optimizing their internal infrastructure management processes. Today, IT infrastructure needs to be available 24x7 with extremely high uptime requirements. It requires heavy investment in support organization to maintain such infrastructure.

At TMS , we have been providing Infrastructure maintenance and support services to some very large clients. We are providing a wide range of services through a dedicated and specialized team of IT consultants , system administrators and support specialists ensuring that we not only meet but exceed the agreed upon SLA terms.

Some of the specific areas of service are:

Level 1 support
System Monitoring & Administration
Securities and Privileges management
Database administration
Storage Support Services
ITIL Implementation

With TMS Solutions Managed Services, you get a highly skilled and experienced team that can provide comprehensive, reliable and cost effective services. So you can concentrate on your business, while our qualified experts help you run your application systems and infrastructure.

Level 1 Support

At TMS, we view the primary goal of Level 1 support as a function to provide a strategic point of contact for end-users of the service. As the Level 1 support / help desk is the ‘face’ of the IT organization, we ensure that the team is customer focused. Our associates have excellent inter-personal skills, technical skills and business awareness to ensure that the service reflects and encourages high standards throughout the organization.

TMS provides Level 1 support services through:

Establishing the function and defining the process
Managing the Level 1 / Help desk
Staffing the Help desk with people with the right skill-sets
Providing a Single Point of Contact between the customer & the service
Reporting on service levels and other critical success factors

System Monitoring & Administration

This service helps take care of the customer’s Operating system under the Windows & UNIX environment. Our services include the following:

Performance monitoring of servers
Responding to alerts and / or tickets that are either auto-generated or user raised
Resolving the issue based on Incident and Problem Management guidelines
Provide support, advice and guidance to customers on server related issues
Analyze root cause of problems and minimize the adverse impact of these issues

At the core of the team’s overall efficiency, processes and a customer focused mind-set work cohesively to ensure that the agreed upon SLAs are met.

Securities and Privileges Management

At TMS, we understand the importance of Security within organizations. Having worked with some of the world’s most security-conscious organizations, our consultants are fully qualified with product knowledge of networks, applications and industry-specific security issues.

Our services include managing logical access and control, and enhance operational efficiency with a technically secure environment. Services include but not limited to:

Part of the services also include managing the regular recertification of user accounts, application on-boarding and administration of work-flows

Database Administration

The goal of our database support team is to provide a pro-active support of database systems across all platforms to ensure a stable and efficient data processing environment for our customers. Services include but not limited to:

At TMS, we aim at providing database support services at an Incident management and problem management level through performing regular system analysis, evaluation and planning and;

Document problem resolutions.
Maintain reliable database backups
Provide timely response to critical requests through 24/7 on-call support
Provide response to non-critical customer requests
Establish data security by reviewing current security levels every 6 months & modifying if necessary
Maintain data security procedures
Engage in regular performance management of databases, application and files/tables
Install software upgrades & preventative maintenance to all databases

Apart from ensuring the standard metrics in the SLAs are met, we strive toward ensuring open lines of communication through continuous improvement in documentation procedures, establishing application liaison and management reporting.

Storage Support Services

TMS’s storage support services is based on a precise kind and level of storage –specific expertise it takes to keep the customers complex environment running efficiently and productively.

Our storage support services allow the customer to offload some or all of the challenging operational storage management tasks to the experts at TMS. Assisting the customer’s staff with the day-to-day operation of the open storage environment, TMS can help the customer in improving data availability, enhance productivity, tighten security, and increase the return on investment.

A typical list of storage support services that are undertaken by TMS consultants:

Handling/facilitating service requests
Scheduled and ad hoc back ups
Monitoring of backups and restart of failed backups
Provide response to non-critical customer requests
System or File restores

Our storage support services are a highly customizable offering that enables customers to choose the specific services that complement the customers’ in-house resources and support their business goals.

ITIL Implementation

Depending on a company’s degree of ITIL implementation, TMS provides guidance in understanding the company’s requirements for developing and implementing a holistic approach to IT Infrastructure Management.

With our pool of ITIL certified consultants, we can assist in any or all of the following:

Service Management

Service Delivery Set

Service Level Management
Availability Management
Capacity Management
Security Management
IT Service Continuity Management
Financial Management for IT Services