Company Profile - Jamuna Group

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Company Profile

Thakral Information Systems Pvt. Ltd. Strategic Alliance Partner of IBM for Bangladesh, Nepal, and Bhutan

11th Floor (East), BDBL Bhaban, 12 Kawran Bazar, Dhaka 1215

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Table Of Contents

AT A GLANCE ................................................................................................................. 3 COMPANY BACKGROUND ......................................................................................... 6

The Thakral Group .......................................................................................................... 6 The Esquire Group .......................................................................................................... 6

MANAGEMENT PERSONNEL ..................................................................................... 7 Shahzaman Mozumder, BP, Chief Executive OfficerError! Bookmark not defined. Basab P Bagchi, Chief Operating Officer ................................................................... 7 Boddapati Sridhar, Chief Marketing Officer ............ Error! Bookmark not defined. Alok Das, Chief Financial Officer .............................................................................. 7

STAFF STREANGTH ...................................................................................................... 8 CURRENT PORTFOLIO OF PRODUCTS AND SERVICESError! Bookmark not defined. CURRENT PORTFOLIO OF PRODUCTS AND SERVICESError! Bookmark not defined.

IBM ............................................................................................................................... 12 Cisco .............................................................................................................................. 12

Coverage: .................................................................................................................. 13 MAJOR BUSINESS ALLIANCES ............................................................................... 14

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AT A GLANCE

Name: Thakral Information Systems Pvt Ltd.

Name in Short: TISL

Type of Company: Private Limited Company

Year Establishment: 1998

Business: ICT Consulting, System Integration and Distribution

, Annual Maintenance Contract, General IT

Services (Resource for Technical Services)

Present Departments: IBM, HP, Cisco, Microsoft, Services & Oracle

Number of Employees: 294

Present Address: BDBL Bhaban, 12 Kawran Bazar, Dhaka‐1215,

Bangladesh

Telephone Numbers: (+880) 9666712345

Fax Number: (+880 2) 9129313

Email: info@thakral‐bd.com

Strategic Business

Partner(s):

IBM, HP‐IPG, CISCO, Microsoft and Oracle

Major Clients: Airtel Bangladesh Ltd. Janata Bank Ltd.

IBM Bangladesh Ltd. KAFCO

AB Bank Ltd. Linde Bangladesh Ltd.

(formerly BOC)

Agrani Bank Ltd. Unilever Bangladesh Ltd.

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MetLife Alico Bangladesh NABIL Bank, Nepal

Bangladesh Bank Himalayan Bank, Nepal

Bangladesh Parliament Nepal Telecom Corporation

Bangladesh Power

Development Board

Novartis Bangladesh Ltd.

Bangladesh Computer Council President's Guard Regiment

BASIC Bank Ltd. Prime Minister's Office

Bangladesh Chemical

Industries Corporation

Prime Bank Ltd.

British American Tobacco

Company Ltd.

Pubali Bank Ltd.

Banglalink Digital

Communication Ltd.

Rahimafrooz Bangladesh Ltd.

Bayer CropScience Ltd,

Bangladesh

Rapid Action Battalion

Beximco Group Rupali Bank Ltd.

Bhutan National Bank Robi Axiata Ltd.

Bank of Bhutan Rajshahi Krishi Unnayan Bank

Ltd.

Bhutan Telecom Corporation Standard Chartered Bank,

Bangladesh

Bhutan Power Corporation Sanofi Aventis Bangladesh Ltd.

Ministry of Finance, Bhutan Singer Bangladesh

Tashi Bank, Bhutan Sonali Bank Ltd.

Biman Bangladesh Airlines Special Security Force (SSF)

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Brac Bank Ltd. Supreme Court of Bangladesh

Chevron Bangladesh The City Bank Ltd.

Dhaka Bank Ltd. Viyellatex Group Company

Dhaka Stock Exchange UNICEF Bangladesh

Dutch‐Bangla Bank Ltd. UNDP Bangladesh

Expeditors UNFPA Bangladesh

Eastern Bank Ltd. Woori Bank

Grameenphone Ltd. YKK Bangladesh Pte. Ltd.

HSBC Bangladesh Youngone Corporation

Bangladesh

ICDDR,B Zia Fertilizer Company Ltd

IFIC Bank Ltd.

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COMPANY BACKGROUND

Thakral Information Systems Private Limited (hence forth referred to as TISL) is a Joint Venture between the

Thakral Group of Singapore and Esquire Group of Bangladesh. This company was set up in 1997 to provide

Distribution and Services in Information Technology to the Bangladesh market. This company draws its expertise

in technology and services from the Thakral Offices across the world. TISL enjoys a close relationship with the

various IT companies across Asia belonging to the Thakral Group.

The Thakral Group The Thakral Group is a Singapore based conglomerate operating in over 35 countries with a group turnover of

over US$ 2.5 Billion. The diversified business of the group can be briefly classified as follows:

Manufacture and distribution of consumer electronics with Sony, Matsushita, JVC, Sanyo and others.

Distribution of IT products from IBM, Lenevo, Lucent, Hewlett Packard, Microsoft, Cabletron, EMC, Tandberg Data.

Distribution and implementation of Software Applications in Banking and Hospitality.

Software development and consulting on mainframes, data warehousing and other related services.

Hotel management and investment.

Financial consulting services.

Beginning humbly in 1905, the Group was adjudged the Best Private Enterprise of Singapore in 1995 and the

Group Chairman, Mr. Kartar Singh Thakral was declared the Businessman of the Year.

The Esquire Group The Esquire Group of Bangladesh is involved in the Distribution of Consumer Electronics and export oriented

textile manufacturing. The Group represents leading manufacturers such as Fujitsu‐General as Sole Distributor for

air‐conditioning equipment, Sharp for electronics, and white goods, Frigor for refrigeration equipment and JVC for

consumer electronics.

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MANAGEMENT PERSONNEL

Basab P Bagchi, Chief Executive Officer Basab Bagchi , a Chartered Accountant from The Institute of Chartered Accountants of India having a post

qualification experience of 25 years in the area of Finance and operations . He was the Chief Operating Officer of

the Medicare Group and was handling India , Sri Lanka ,Maldives , Kenya, Uganda, Tanzania and Ghana . Prior to

that he was the CFO for Metalogic Systems .

Jalal Ahmed Khan, GM-Technical Services

Mr. Jalal started his career as a supply chain professional and has worked at home and abroad in that capacity. Later he joined Aventis Pharma Bangladesh Ltd. During his ten years at Aventis, among other initiatives, Mr. Jalal was instrumental in developing the IT system from scratch. One of the first ERP system installation in Bangladesh—BPCS, a world class ERP that runs on IBM AS/400 systems—was performed under the leadership of Mr. Jalal in Aventis Pharma.

From Aventis Mr. Jalal moved to KAFCO and similar to Aventis, here also Mr. Jalal nurtured the IT system from infancy. Under Mr. Jalal’s able leadership KAFCO today boasts an efficient IT system comprising of ERP, IBM Domino, IBM Maximo EAM, and HRMS modules of Oracle e-Business Suit.

Mr. Jalal brings to Thakral over 20+ years of IT systems development & management experience and a total 27+ years of experience in Bangladesh IT industry.

Jyotirindu Pal, GM-Finance

Mr. Jyotirindu Pal is a Cost Accountant from The Institute of Cost and Works Accountants of India (ICWAI), having a post qualification experience of 14 years in the area of Finance and operations. He has worked with reputed Companies in India in the past 21 years.

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CURRENT PORTFOLIO OF PRODUCTS AND SERVICES

IBM

Thakral represents IBM in Bangladesh as a Strategic Alliance Partner of IBM. Under this arrangement,

Thakral represents all IBM hardware and software products, and services.

IBM is the pioneer IT company in Bangladesh and had started its operations in 1964, when the first

computer in this territory, an IBM 1640 computer, was installed at the Pakistan Atomic Energy Center,

Dhaka. Since then many additional customers from government, multinationals, local businesses from

various industries have installed numerous IBM systems.

In 2000 IBM changed its business model in Bangladesh and appointed TISL as the IBM Strategic Alliance

Partner for Bangladesh, Nepal, and Bhutan. Under this arrangement, IBM handed over all its customers

in Bangladesh, Nepal, and Bhutan to TISL. In addition, since then, all IBM businesses in these territories

are conducted through TISL. Therefore, today TISL is the exclusive distributor of all IBM products and

services in Bangladesh and responsible providing for warranty and maintenance support to IBM users in

Bangladesh. Many current TISL employees are also former IBM employees.

Today, thousands of IBM customers including about a hundred midrange and mainframe users in

Bangladesh are supported by TISL. Many mission critical users in government, banks, and insurance

companies depend on TISL’s 7X24 warranty and maintenance support.

Cisco TISL started its relationship with CISCO as a reseller in 2001. In 2007

Thakral became a Premier Certified Partner of Cisco. Thakral is

providing comprehensive support to all its customers in Bangladesh,

Nepal, and Bhutan. For the excellence of TISL’s services to the CISCO

customers, TISL was awarded the "Rising Start for FY‐08" by Cisco and Mr.

G.M.Faisal, Manager Network Solutions was awarded the "Roll of

Honor" for 2007 for his significant contribution towards Cisco

Business in Bangladesh.

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TISL became a “Premier Certified Partner” in 2007 and in 2009 TSL achieved the “Advanced Security

Specialized Partner” certification.

Coverage:

CISCO

Premier Partner of CISCO

Routers

Switches

Network Security Devices

IP Phone

Storage Networking

Wireless Products

Other Networking Services

TISL and its Network Team provide a unique blend of business communication and technical resources

that enables us to expand our reach to all verticals, such as, Telecommunication, Financial Services,

Education, Small and Medium Enterprises (SME) and large businesses to provide solutions ranging from

simple to mission critical solutions..

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MAJOR BUSINESS ALLIANCES

IBM is one of the few information technology companies with a

continuous history dating back to the 19th century. IBM manufactures

and sells computer hardware and software, and offers infrastructure

services, hosting services, and consulting services in areas ranging from

mainframe computers to nanotechnology.

IBM has been well known through most of its recent history as the

world's largest computer company and systems integrator. With over

388,000 employees worldwide, IBM is the largest and most profitable

information technology employer in the world. IBM holds more patents

than any other U.S. based technology company and has eight research

laboratories worldwide. The company has scientists, engineers,

consultants, and sales professionals in over 170 countries. As a chip

maker, IBM has been among the Worldwide Top 20 Semiconductor Sales

Leaders in past years.

Partnership Status: Strategic Alliance Partner for Bangladesh, Nepal &

Bhutan

Oracle Corporation is the world’s largest business software company. For

almost 30 years, Oracle has been helping customers like you manage

your business systems and information with reliable, secure, and

integrated technologies.

Today, Oracle is the largest business software company in the world,

with more than 320,000 customers ‐ including 100 of the Fortune Global

100—and supports these customer in more than 145 countries.

Partnership Status: Platinum Pastner in Bangladesh

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Partnership Status: We are Premium Business Partners (Corporate) for

IPG, Desktop and Laptop. We also sale HP Enterprises system.

Microsoft Corporation is a United States‐based multinational computer

technology corporation that develops, manufactures, licenses, and

supports a wide range of software products for computing devices.

Headquartered in Redmond, Washington, USA, its most profitable

products are the Microsoft Windows operating system and the Microsoft

Office suite of productivity software.

Partnership Status: Large Enterprise Re‐Seller for Bangladesh & Nepal.

Cisco Systems, Inc. is a multinational corporation with more than 66,000

employees and annual revenue of US$39 billion as of 2008.

Headquartered in San Jose, California, it designs and sells networking

and communications technology and services.

Partnership Status: Premier partner for Bangladesh

Lenovo. New World, New Thinking.

Lenovo strives to be a new world company that makes award‐winning

PCs for our customers. Lenovo operate as a company uninhibited by

walls or organizational structures using world sourcing to harness the

power of innovation across the global team. Lenovo design innovative

and exciting products and services to meet customers' needs.

Partnership Status: Exclusive Distributor for Bangladesh

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LIST OF TISL MAJOR CLIENT

SL. Customer Name SL. Customer Name

1 Airtel Bangladesh Ltd. 23 Brac Bank Ltd.

2 IBM Bangladesh Ltd. 24 Chevron Bangladesh

3 AB Bank Ltd. 25 Dhaka Bank Ltd.

4 Agrani Bank Ltd. 26 Dhaka Stock Exchange

5 MetLife Alico Bangladesh 27 Dutch-Bangla Bank Ltd.

6 Bangladesh Bank 28 Expeditors

7 Bangladesh Parliament 29 Eastern Bank Ltd.

8 Bangladesh Power Development Board 30 Grameenphone Ltd.

9 Bangladesh Computer Council 31 HSBC Bangladesh

10 BASIC Bank Ltd. 32 ICDDR,B

11 Bangladesh Chemical Industries Corporation

33 IFIC Bank Ltd.

12 British American Tobacco Company Ltd. 34 Janata Bank Ltd.

13 Banglalink Digital Communication Ltd. 35 KAFCO

14 Bayer CropScience Ltd, Bangladesh 36 Linde Bangladesh Ltd. (formerly BOC)

15 Beximco Group 37 Unilever Bangladesh Ltd.

16 Bhutan National Bank 38 NABIL Bank, Nepal

17 Bank of Bhutan 39 Himalayan Bank, Nepal

18 Bhutan Telecom Corporation 40 Nepal Telecom Corporation

19 Bhutan Power Corporation 41 Novartis Bangladesh Ltd.

20 Ministry of Finance, Bhutan 42 President's Guard Regiment

21 Tashi Bank, Bhutan 43 Prime Minister's Office

22 Biman Bangladesh Airlines 44 Prime Bank Ltd.

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SL. Customer Name SL. Customer Name

45 Pubali Bank Ltd. 56 Supreme Court of Bangladesh

46 Rahimafrooz Bangladesh Ltd. 57 The City Bank Ltd.

47 Rapid Action Battalion 58 Viyellatex Group Company

48 Rupali Bank Ltd. 59 UNICEF Bangladesh

49 Robi Axiata Ltd. 60 UNDP Bangladesh

50 Rajshahi Krishi Unnayan Bank Ltd. 61 UNFPA Bangladesh

51 Standard Chartered Bank, Bangladesh 62 Woori Bank

52 Sanofi Aventis Bangladesh Ltd. 63 YKK Bangladesh Pte. Ltd.

53 Singer Bangladesh 64 Youngone Corporation Bangladesh

54 Sonali Bank Ltd. 65 Zia Fertilizer Company Ltd

55 Special Security Force (SSF)

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LIST OF TISL OUTSOURCE SUPPORT SERVICES CLIENT

SL. Customer Name No of Engineer

1 IBM Bangladesh Ltd. (Supporting to Airtel BD) 64

2 Airtel Bangladesh Ltd. 4

3 Avaya BD Ltd.(Through HP India) 5

4 Standard Chartered Bank 14

5 CPTU 2

6 HSBC Bangladesh Ltd. 2

7 Bangladesh Computer Council 3

8 Sonali Bank Ltd. 2

9 Microsoft Bangladesh 1

10 Thompson and Reuters 1

11 VMware 2

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Manage Service Outsourcing (MSO) Activity of TISL

SL/No. Account

Name

MSO Service Activities

01 Airtel

Bangladesh

Limited

(service start

from 2014)

ARC (Airtel

Relationship

Center)

Support for

129 location all

over the

country

Airtel Relationship Center (ARC)

Support Team Member‐ 3 Support Engineers.

Support Hour – 09:00 AM to 9:00 PM

Service Provided:

Maintain the TABs connectivity through Canopy and Fiber.

Monitor ARC connectivity time to time.

Provided over phone support.

Communicate with the concern group as per ARC location and monitor till

resolve.

Maintain and prepare reports as per business requirements.

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Airtel

Bangladesh

Limited

(service start

from 2013)

IP Telephony

system


a) Manage the overall platform.

b) Installation and configuration of new components in new or existing if

require.

c) Add/modify IP Phone for the user.

d) Asset Inventory Maintenance.

e) Provide con call/ISD facilities and necessary feature for the user.

f) Regular update/upgrade and patching of IPT platform.

g) Update new features of the platform to Airtel and facilitate as per need

h) System monitor & Regular Reports as required by Airtel.

i) 99.98% platform uptime.

j) ARC Helpline

Wifi

Infrastructure

a) Manage current wireless infrastructure and provide report on regular

basis.

b) Installation and configuration of new components in new location if

require.

c) Regular update/upgrade and patching of WiFi platform.

d) 99.98% uptime

e) Any other day to day activity for WiFi.

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Video

Conferencing

a) Manage current Video conference Setup and provide report on regular

basis.

b) Arrange VC session for the users.

c) User training and prepare guideline.

d) Keep VC power adaptor as spare.

e) Also day to day activity for VC.

02 IBM Bangladesh

Ltd.

End

Customer:

Airtel

Bangladesh Ltd.

(service start

from 2010)

End User

Support

(Deskside

Support)

Customer Service Center (CSC)

Support Hour – 24/7

Services Provided:

Level 1 Helpdesk Services (Over Phone)

Maintain Incident / Services Requests. Management Call logging

Dispatch or transfer /escalate Calls

Track, follow‐up and update the calls with designated group.

Daily, Weekly and Monthly Call Analytical Reports

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Distributed Client Support (DCS)

Support Hour – Sunday to Saturday (9:00 am – 8:00 pm)

Service Provided:

Supporting 2000+ Assets all over Bangladesh.

Level 2 Helpdesk Service (On sight / Over phone remote support).

Tickets handles, Taking ownership of the tickets, update call logs from in

progress to resolution.

Hardware (Laptop, Desktop, Printer and Scanner) troubleshooting,

Installation, Add, Move, Change and Maintenance.

Software (which are provided by Bharti Aritel BD) troubleshooting,

Installation, Add, Move, Change and Maintenance as per clients

requirements. Update software and patches as per business requirements.

Configuration Internet and Clients software.

Local inventory maintenance.

VVIP/ VIP Support

Working with IT Projects time to time as per business requirements.

Communicate with the Vendors.

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Business

Intelligence (BI)

Support


Support Hour – For Schedule Reports & Ad hoc/ analytical reports BI team

support 24*7

Service Provided:

Schedule Reports

Ad hoc/ analytical reports

Reporting Application: Till now total 129 reports has deployed and everyday

approximately 1000 reports being generated from this application

Bulk Data generation (Reports send through FTP)

System for Govt. Authority

Promotional Campaigns

Support to the Business users‐ Marketing, Sales, Finance, and Customer

Service etc.

IT BI & Reporting team manage & maintain this System to provide all kind of

reports that’s requested by the Govt. Authorities.

Provide comprehensive reports by using Cell ID, BTS Address, IMEI No.,

MSISDN.

Call details report on the demand of Law Enforcement Agency.

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IT BI team provides Ad‐hoc & Analytical Reports e.g. Suspected VOIP Report.

Network

Operation

Centre (NOC)

Support and

SM (Service

Management)

Support Hour – Sunday to Thursday (06:00pm‐ 10:00am),Weekend or Govt.

holiday (24/7).

Service Provided:

Monitoring SSO and TBO end application and Devices

Data center monitoring

Incident analyst and escalation

Sending Alert notification by Call, SMS and E‐mail to the concern team

Follow the defined escalation matrix.

Generate Service request if required

Incident Ticket Follow up time to time and update with respective team

Resolved Ticket analysis for proper log solution.

Maintain and update Event tracker and shift report.

Password management activity monthly for system and application

Daily Business Copy operation (Backup operation ) and notify to Concern

Provide Billing operation notification support time to time to local and

international.

TBO and CRM Support Hour – Sunday to Thursday (06:00pm‐ 10:00am),Weekend or Govt.

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System

Management

holiday (24/7).

Responsible for the operations and maintenance strategies and processes of the application functionality of Billing, International roaming and CP reporting. Maintain all kind of processes during escalation to the right person and receiving complaints from different clients. Responsibilities:

1. Instant problem finding and solving ability. 2. Solve issues and problems as per symptoms raised by Airtel

via mail/phone/ticket. 3. Pin pointing issues by studying and monitoring database and

application log files. 4. Application and back-end process monitoring 24x7. 5. Database monitoring for queue up and delays. 6. Monitoring network connectivity issues with critical and heavily

integrated applications. 7. Identify O&M improvement areas and to initiate, recommend

and provide solutions. 8. Ability to create novice ideas for better and efficient changes in

application and database levels to improve performance of the application and reduce problem escalation or tickets.

9. Pro-actively act on plans during any kind of migration activities like data migration, database migration, application migration, hardware migration etc.

Sales

Commissioning

Management

System (SCMS)


holiday (24/7).

Responsible for providing maintenance, Operational Support and L3 support as per business requirement & process document defined by Airtel. As part of the operational support, TISL is involved in following activities:

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1. Sales Commissioning Provision Calculation at Airtel mentioned time for finance book closing.

2. Monthly Sales Commission Calculation within first five days of each calendar month

3. Manual Adjustment

4. ERP Data validation, checking and posting

5. Push‐Pull SMS configuration and checking.

6. New Commissioning Structure Configuration and testing

7. Making UAT Environment Ready and doing the UAT

8. Supporting Airtel retailers by providing reports against Retailer/ ARC query.

9. Operational/Analytical reports as per requirement basis.

10. Solving tickets as per defined timeline.

11. New source integration and providing logic as per requirement.

12. Trouble shooting

13. Housekeeping activities

14. Ensuring compliance with all security guideline.

15. Supporting audit team as per requirements.

CS portal and

J2EE Developer


holiday (24/7).

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Support Responsible for the operations and maintenance strategies and processes of the application called TABS 7 Credit Control, TABS entire financial modules (Invoice/credit/Settlement, Payment & Disputes, Account Receivables, GL/Dealer Sales), e-SelfCare, Commercial Web Site. Maintain all kind of processes during escalation to the right person and receiving complaints from different clients. Responsibilities:

1. Instant problem finding and solving ability. 2. Solve issues and problems as per symptoms raised by Airtel

via mail/phone/ticket. 3. Managing and configuration of middleware applications like

Tomcat7.0, Apache2.0, UNIX based shell scripts for performance issues.

4. Pin pointing issues by studying and monitoring middleware and application log files.

5. Application and back-end process monitoring 24x7. 6. Database monitoring for queue up and delays. 7. Monitoring network connectivity issues with critical and heavily

integrated applications. 8. Identify O&M improvement areas and to initiate, recommend

and provide solutions. 9. Ability to create novice ideas for better and efficient changes in

application and database levels to improve performance of the application and reduce problem escalation or tickets.

10. Pro-actively act on plans during any kind of migration activities like data migration, database migration, application migration, hardware migration etc.

Telecom Billing

Operation

(TBO) Support

Support Hour – 10:00 am‐ 7:00pm. (For any activities support as per business

requirements)

Service Provided:

BillRun, Bill SMS Run

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Bill Fetching and Bill Extraction

Data Upload and Bill by E‐mail Run

International Roaming

TCC Issue

Daily CDR Report, Billrun, Report RA CP Short Code Report Sending, TAP File

Sending.

Telecom Billing Operation (TBO)



requirements)

Providing operational support of the following applications

Distributed Sales System(DSS)

Activation Express

PUSHPULL, D2D,MAMO, MAGIC, ICE_CAR, PUSH_SMS_SBI ,STKE, CS portal .

Service System

Operation

(SSO) Support

Server System operation (SSO)

Support Hour – 9:00 AM to 6:00 PM / 10:00 AM to 7:00 PM / 12:00 PM to

10:00 PM (3 type of time frame in the scheduled working days) Also we need

to provide emergency / planned activity support over VPN during weekend,

Govt. holidays and at night after official working hours.

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Service Provided:

Oracle Database Server and Oracle Application Servers Administration and

support for Pretups DR Application.

Backup Server Administration support and Media management support at

DR site. Oracle Database and Application Server (Middle ware)

Administration and support.

DB2 Database Administration and support

Middle ware Subsystems like IBM WebSphere Application Server and IBM

HTTP Server Administration and support.

Compliance and audit support for the above mentioned subsystem like UID

leveling, Security Health Check and Patch / Fix pack up‐gradation.

Provide operational support to / take support from other competencies and

also installation and configuration of aforesaid different subsystems for new

upcoming projects.

IT Asset

Management

(IA) Support

IT Asset Management (AM)



Service Provided:

Maintain IT Asset inventory and update into the AMT tools.

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Asset handover, receive has been followed by the IMAC process

Asset verification as per business requirements

If necessary communicate with the vendor

Maintain Monthly report.

Network

Service

Delivery (NSD)

Support


requirements)

Service Provided:

Manage & Troubleshoot all network devices in Uttara DC & Remote

locations.

Manage ACL for smooth network

Manage & Troubleshoot VPN services

Maintain all database & prepare reporting sheet ,network diagram in Visio &

PPT

Maintain, Add & delete Route, Nat & ACL

Attend, Perform & Execute all network related activities in Monthly,

Quarterly & By‐yearly basis

Manage, Maintain & Troubleshoot in Cisco Router,L3 Switch, L2 Switch, ASA

Firewall, Load balancer

Configure &Troubleshoot IPSEC & GRE Over IPSEC with Bank, ISP & Vendor

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for different services

Chittagong DR

SSO and NSD

Support


requirements)

FOR SSO:

End‐to‐End Service Delivery (HW repair, spares provisioning excluded) for the DR Operation is required. Details of major services are given below :‐

a) Physical verification of Server/Storage/SAN Switch devices on daily basis

b) Dressing and labeling of fiber cables, Changing the cable connectivity to

different ports of switches, storages etc

c) Configuration of Server/Storage/SAN Switch devices with remote guidance

d) Racking / powering / initialization of Server/Storage/SAN Switch devices ,

Powering down / De‐racking of the devices

e) Server / SAN Switch device reboot where required

f) Providing Console cable attachment & access to relevant IBM / Vendor

Team

g) Checking condition of single / III phase AC electrical power input. In case of

any deviation found, report with the findings to IBM / CUSTOMER

immediately for resolution

h) Asset verification and management.

i) Server Maintenance. Keep and maintain the Server diagram given by IBM /

CUSTOMER.

j) Log the call with ITS team for hardware&software issues of

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Server/storage/SAN switch

k) Monitor DR replication links, link issue, isolate problem, resolve issues and

report failures to Customer/Vendor. Coordinate resolution.

l) Compliance, execution and support to the laid down service and security

processes

m) Troubleshooting of the Servers, Storages & SAN switches errors

n) Follow‐up with service provider as per the Escalation matrix during

incidents w.r.t. Servers & Storages.

o) Backup monitoring & preparing report on daily basis

p) Coordinate the L2 and L3 Support from IBM

For NSD

End‐to‐End Service Delivery (HW repair, spares provisioning excluded) for the network is required. Details of major services are given below :‐ a)Faultfinding, isolation and fixing of the cable faults. Replacing the cables if required. b) Dressing and labeling of cables / patch chords, Re‐termination of cables at Jack panels, Changing the cable connectivity to different ports of switches, routers etc c) Configuration of network devices with remote guidance d) Racking / powering / initialization of network devices , Powering down / De‐racking of the devices e) Network device reboot where required. f). Providing Console cable attachment & access to relevant IBM / Vendor Team g) Checking condition of single phase AC electrical power input to network devices :‐‐ i) Neutral to Earth : 0‐ 3 V ii) Neutral to Line : 220 V ( +/‐ 5%) iii) Correct polarity input as per standard electrical practices iv) Stabilized / conditioned / UPS supply

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In case of any deviation found , report with the findings to IBM / CUSTOMER immediately for resolution h) Asset verification and management. i) Network Cable Maintenance. Keep and maintain the cable diagram given by IBM / CUSTOMER. Maintain Network Topology Diagram with details of VLANs, Subnets IP addresses etc. j) Verification of switch / router configuration and correcting the same. k) Monitor MPLS / DR WAN links, isolate problem, resolve issues and report failures to Customer /Vendor. Coordinate resolution. l) Compliance ,execution and support to the laid down service and security processes . m) Troubleshooting of the Wi Fi access points, Radius/Tacacs server and DHCP server, Firewall Router& switch.

n) Follow‐up with service provider as per the Escalation matrix during incidents w.r.t.

MPLS and Backbone links.

o) For every critical alert w.r.t. devices or links captured by NMS would be

documented in bharti approved docket logging tool as per agreed SLA.

p)Varity of regular report generation from NMS and fabricating them with

requirements from bharti on daily/Weekly and monthly base.

q) Keep and maintain the Network Topology Diagram given by IBM /CUSTOMER.

Maintain it with details of VLANs, Subnets IP addresses etc.

r) Coordinate the L2 and L3 Support from IBM.

03 Avaya

Bangladesh Ltd.

(Through HP

India)

(service start

Avaya Contact

Center Support

Contact Center (CC)



Service Provided:

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from 2013) Monitoring Contact Center applications.

Test IVR Time to time.

Monitoring Avaya Servers and Visit Data Center time to time.

Maintain and prepare reports as per business requirements.

04 Standard

Chartered Bank

Bangladesh

(service start

from 2005)

Country

Support

Services

(Responsible

for technical

support of PC,

Laptop, Server

etc.)

Provide technical support for all Standard Chartered business products. Responsible for the implementation and ongoing verification of Security patch’s (OS and Virus) within SCB locations.

Manage vendor engineers who are responsible for the ongoing support of the Standard Chartered businesses to ensure a secure, stable and highly resilient environment.

Assist in new implementations or upgrades to existing systems, including project management, tracking and reporting

Assist in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster.

Responsible for the enforcement of global strategies and standards in all Standard Chartered locations including ensuring risk / compliance and security / build standards are followed

Risk management control, KCS assistance, SIP initiatives and reporting, including Technical audit compliance, directly and indirectly.

Problem and change (Scheduled change & RMS) management – outstanding problem\change management, call logging, call trends, call reporting including high severity problem control. All Remedy related initiatives and updates. Ensuring standards are adhered to, or dispensations raised

Work closely with ITSC, OSV and CTS to provide technical support to local users and local systems

Security vulnerability management – MS patches, SVT outstanding issues, SAT completion, standard build usage

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Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling, local regulatory compliance, health and safety adherence etc.

Network Support Services (Responsible for IT network services.)

Provide technical support for all Standard Chartered business products. Responsible for the implementation and ongoing BAU tasks and projects primarily related to Network domain.

Manage vendor engineers who are responsible for the ongoing support of the Standard Chartered businesses to ensure a secure, stable and highly resilient environment.

Assist in new implementations or upgrades to existing systems, including project management, tracking and reporting

Assist in the provision of business recovery sites to give the ability to conduct business transactions and monitor exposure in the event of a disaster.

Responsible for the enforcement of global strategies and standards in all Standard Chartered locations including ensuring risk / compliance and security / build standards are followed

Risk management control, KCS assistance, SIP initiatives and reporting, including Technical audit compliance, directly and indirectly.

Problem and change (Scheduled change & RMS) management – outstanding problem\change management, call logging, call trends, call reporting including high severity problem control. All Remedy related initiatives and updates. Ensuring standards are adhered to, or dispensations raised

Work closely with ITSC, OSV and CTS to provide technical support to local users and local systems

Inventory management – Routes, Switches and other Communication devices including communication links, floor plans and Diagrams.

Protectors of the local environment, including responsibility to ensure safe and tidy IT installations and cabling, local regulatory compliance, health and safety adherence etc.

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Data Centre (Responsible for Data Centre Operations.)

Assist the Shift Supervisor/DC Manager to manage Data centre Operations

Co-ordinate Data Centre resources roster for maintaining production systems within established SLA.

Ensure smooth day to day operations of the Bangladesh Data Centre which supports all branches in accordance with documented processes and procedures.

Complete all batch and on-line updates accurately, within the time limits specified on Service Level Agreements and in accordance with the Department Operating Instructions.

Monitor displays, for examples ATMs down, Link down has to be adhered to the appropriate.

Assess the criticality of system problems and escalate as appropriate.

Assist in new implementations or upgrades to existing systems, tracking and reporting.

Review daily day end reports to detect recurring problem/error or slowdowns and report exceptions as per DOI.

Assist to maintain Data Centre Minimum Control Standards relating to Management Controls, Disaster Recovery, Tape Media and Physical Environment Controls for both Production and Disaster Recovery Sites.

Meet the group compliance and regulatory requirements related to Data Centre management.

Check and ensure the backups of all servers are successful on a daily basis.

Work in shifts. Data Centre is manned 24 hours in three shifts. Routine activities.

Vendor Management and

Full responsibility of providing a complete end-to-end management of technology procurement in accordance to Group Procurement Policy.

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Procurement Ascertain the stakeholders of the procured items. Efficiently “sell” Technology Products to the stakeholders and

follow up on their satisfaction and feedback. Manage procurement related issues with Technology Global

Sourcing team. Ensure proper process flows are in place, eliminating all

process gaps in Technology procurement along with safekeeping of the relevant documentation.

Liaise with the Finance team for payment related issues of the vendors.

05 Bangladesh Computer Council

(service start

from 2010)

Data Center

Support

Ensure smooth day to day operations of the Data Centre which supports all Secretariat Email in accordance with documented processes and procedures.

Complete all batch and on-line updates accurately, within the time limits specified on Service Level Agreements and in accordance with the Department Operating Instructions.

Monitor displays, for examples Server, Storage, UPS, Networking equipment.

Assess the criticality of system problems and escalate as appropriate.

Assist in new implementations or upgrades to existing systems, tracking and reporting.

Review daily day end reports to detect recurring problem/error or slowdowns and report exceptions as per DOI.

Assist to maintain Data Centre Minimum Control Standards relating to Management Controls, Disaster Recovery, Tape Media and Physical Environment Controls for both Production and Disaster Recovery Sites.

Check and ensure the backups of all servers are successful on a daily basis.

Routine activities.

02

of 43

Network

Service

Delivery (NSD)

Network Service Delivery (NSD)


requirements)

Service Provided:

Manage & troubleshoot all network devices in Uttara DC & Remote locations.



Maintain all database & prepare reporting sheet ,network diagram in Visio & PPT.

Maintain, Add & delete Route, Nat & ACL.

Attend; Perform & Execute all network related activities in Monthly, Quarterly & By‐yearly basis.

Manage, Maintain & Troubleshoot in Cisco Router,L3 Switch, L2 Switch, ASA Firewall, Load balancer.

Configure &Troubleshoot IPSEC & GRE Over IPSEC with Bank, ISP & Vendor for different services

02

06 Microsoft Bangladesh (through Unisys)

1 Desktop PC and Notebook Warranty Repairs

DSP shall manage equipment repair within the terms of the Microsoft

OEM warranties.

2 Desktop PC and Notebook Non‐Warranty Repairs

DSP will use reasonable effort to assist with non‐warranty repairs to

equipment, such as facilitating 3rd party repair of non‐standard Microsoft

equipment.

01

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3 PC Hardware and Peripherals Installation and Configuration

Install Client PC hardware or peripherals and mobile devices, assisting

with configuration, verifying network connectivity, ability to print, access

to email

4 Client Data Backup

Assist Client with backup and transfer of data as part of break‐fix or new

PC set‐up.

5 Software Support

Troubleshoot and resolve Desktop or Notebook software issues for n and

n‐1 operating systems used at Microsoft and for Microsoft‐approved

applications.

6 Software Installation

Install standard IT global image of n and n‐1 operating systems and

Microsoft Office. Support deployment of upgrade or new versions of

Operating System (OS) and Microsoft Office

7 Network Connectivity Support

Troubleshoot and resolve network connectivity issues or escalate to

Microsoft’s designated Tier 2 organization as required per defined

processes. Provide remote access support, Smart Card support and Home

LAN configuration support at Microsoft locations

8 Network Printer Support

Verify device network connectivity; add corporate printer queues;

complete general Tier 1 troubleshooting on corporate printers

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9 Security Related Support

Assist with port shutdowns, password and Smart Card pin resets (HST

Support is primarily provided for requests not resolved by automated

tools and for non‐Service Desk language Clients)

10 Conference Room/Training Room Setup & Support

Set up and provide support for conference room or training room

equipment (excluding PC’s and mobile devices)

11 Generic Client Data Backup

Assist Client with backup and transfer of data not related to break‐fix or

new PC set‐up

12 Data Recovery Services

Facilitate data recovery through Microsoft endorsed vendors

13 Software Installation

Install Line of Business (LOB) applications; Support expedited deployment

of upgrade or new versions of operating systems

14 PC and Equipment Recycle

Prepare retired PC’s and equipment for recycling (for example, making

sure all data is erased)

15 PC Move –

Support individual moves and group moves ‐ disconnect PCs before move,

set up PCs after move.

16 IT “Smart Hands” Support

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Perform smart hands tasking on behalf of Microsoft IT Site Operations

team

17 Work Smart Guides (EPE), Knowledge and Communication Support

Provide knowledge transfer and communications support for Work Smart

(Everyday Productivity Education); translate IT documents.

Coverage Hours

Coverage hours will be 8 hours (exclusive of lunch break) a day 5 days a week during normal business hours and days applicable for each country (excluding locally approved and Microsoft observed public/national holidays).

For the majority of countries this will be 8 am to 5 pm Sunday to Thursday but any exceptions to this will be documented in the Local Agreement for that country.

07 Sonali Bank Limited

(service start

from

October’2015)

Network

Service

Delivery (NSD)

Network Service Delivery (NSD)


requirements)

Service Provided:

Manage & troubleshoot all network devices in Motijheel DC & Remote locations.



Maintain all database & prepare reporting sheet ,network diagram in Visio & PPT.

Maintain, Add & delete Route, Nat & ACL.

02

of 43

Attend; Perform & Execute all network related activities in Monthly, Quarterly & By‐yearly basis.

Manage, Maintain & Troubleshoot in Cisco Router,L3 Switch, L2 Switch, ASA Firewall, Load balancer.

Configure &Troubleshoot IPSEC & GRE Over IPSEC with Bank, ISP & Vendor

for different services

08 HSBC Bank Bangladesh

(service start

from 2012)

IT Support Provide full day onsite support to the Customer under this agreement.

Installs, Moves, Adds and Changes (“IMACS”): Coordination of, installation of, and changes to desktops and laptops (and associated peripherals) and printers. Disconnects and reconnects of equipment associated with associate moves. Logical IMACs should be handled like incident tickets that can be fulfilled remotely. Customer will not agree to additional IMAC charges for logical IMACs.

Software configuration and installation of standard software and approved software and Business applications. The deskside support engineer will remotely install standard software, where possible, on end user workstations, avoiding routing requests and deskside visits.

Provide, as part of baseline services, complete resolution of all workstation issues including hardware break fix and, local and remote workstation connectivity. As required, Vendor will work with internal and external teams to resolve complex incidents.

Provide remotely-located subject matter experts (SME) to perform certain tasks under SME guidance. The SMEs are usually members of outsourced services teams. Remote support teams include, but are not limited to: Lotus Notes, server, network, security, phone and support, videoconferencing, and business applications. Examples of services Vendor would provide include, but are not limited to: tape handling, rebooting routers, and connecting network equipment. Company proposal

02

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should include its recommendation for the most cost effective way to fulfil these requirements.

Also Includes:-

� Detection and correction of hardware and software problems, Installation and patch management, Perform software release and service pack upgrades, Manage distribution of virus signature files.

� Maintain all operating system configurations and performance (i.e., file systems, memory configurations, data storage configurations, etc.)

� Manage print queues.

� Assist application support teams with troubleshooting problems that may be related to server configuration or performance.

09 Thompson and Reuters

IT Support IT Support Services for different customer of Thompson and Reuters

01

Company Profile - Jamuna Group

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