Deliver comprehensive O&M services for the CDR Project III hardware and software equipment, as specified in Section 3 Part C. This covers both CDR Project III data centers located in Hyderabad and Pune. The service term is for three years, with an option to extend for an additional two years based on operational needs and adherence to applicable Service Level Agreements (SLAs).
Project Overview
Duration
O&M for 3-year term with optional 2-year extension
Security Audit conducted by NCCS/CERTIn Twice in a year
Locations
Production DC: Hyderabad & Bengaluru
DR DC: Pune
Zones Served: South & West
Service Model
24/7 monitoring and maintenance, ensuring strict SLA compliance
Commencement
Within 30 days of Purchase Order
Core Services & Business Lines
Fixed Access
- Voice (Copper/FTTH)
- ADSL/VDSL/Wi-Fi
- ISDN BRI/PRI, SIP, PCO
- Digital Satellite Public Telephony
Broadband
- Copper/FTTH Connectivity
- Capex & Revenue Share Models
- DID Services
Enterprise Solutions
- Domestic & International Leased Circuits
- MPLS VPN, Internet Leased Line
- Dark Fibre, VSAT Connectivity
Intelligent Network
- FPH, UAN, UPN Services
- PRM, VPN Solutions
- Inter-Operator Billing (IOBAS)
NIB Services
- FTTH MAC Binding/Unbinding Module
- BBNW Helpdesk & MPLS Fault Management
- Mediation
- LEA (IPDR & Voice)
Existing BSS / OSS Applications:
Technology Stack Overview
BSS/OSS Applications
- Billing
- CRM
- Provisioning
- Mediation
- Revenue Assurance
- IN
Infrastructure
- Servers
- VMware
- Storage
- Network
- Oracle DB
- DC/DR
Middleware
- Oracle EAI
- API Management
Security
- Firewalls
- HIDS
- SIEM+SOAR
- IDAM/PAM
Monitoring
- Micro Focus EMS/OBM
- NOC
Integrated O&M & Compliance
24/7 Monitoring & Incident Management
Maintain continuous health monitoring, rapid incident response, and proactive preventive maintenance across all hardware, software, and network components.
System Optimization & Change Management
Execute system upgrades, optimize performance, manage capacity, and ensure controlled deployments through stringent change management protocols.
Data Protection & SLA Compliance
Implement regular data backups, perform restoration testing, manage archiving, and ensure rigorous SLA adherence with comprehensive reporting.
Security Audits & Vendor Coordination
Conduct biannual security audits and coordinate effectively with all Annual Maintenance Contract (AMC) and Original Equipment Manufacturer (OEM) vendors.
Coordination & Compliance Framework
Vendor Coordination
Coordinate with AMC vendors and OEMs for streamlined issue resolution, proactive maintenance, new deployments, and effective third-party integration management.
Security & Compliance
Conduct biannual BSNL/NCCS/CERT-In security audits, enforce the BSNL Information Security Policy, and maintain strict compliance with personnel restrictions in border regions.
Scope of Work
Primary Deliverables
Deliver comprehensive O&M services for CDR Project III hardware and software infrastructure across two data centers:
- O&M activities at BBNW Bengaluru (Zsmart OSS Ticketing system, LEA, Mediation, OSS)
- O&M activities AT Production site Hyderabad (Accounting, APM+DCPM, ARC, Billing, ES Billing, Chatbot, CPC, CRM, DBA, DSCM, EAI, EDGE Server, EDRS, EMS, FIREWALL, FMS, HIDS (SEPM), IOBAS + FCR, Mediation, MESSAGING, NOC Management, OSS, IDAM & PAM, PRM, RA, SERVER, SIEM+SA, SPBAS, STORAGE, NETWORK, WSC, RADWARE (LB & WAF), LEA, DC Manager)
- O&M activities at DR Pune (Disaster Recovery Data Center, Server, Network Switch + Router, STORAGE)
- Security Audit (Conducted by NCCS/CERTIn or other agency designated by BSNL, Twice in a year)
Service Duration
- Initial Term: Three years from Purchase Order (PO) date
- Extension Option: Two additional years, on a quarterly or yearly basis, at Year 3 pricing
- Commencement: Within 30 days of Purchase Order (PO) issuance
Key Responsibilities
24/7 Operations & Maintenance
- Monitor and maintain BSS/OSS applications and infrastructure.
- Ensure system availability and performance, meeting all SLA requirements.
- Conduct preventive maintenance and health checks.
Vendor Coordination
- Orchestrate coordination with AMC vendors and OEMs for critical issue resolution.
- Facilitate deployment of change requests and new modules.
- Manage integration with third-party systems.
Security & Compliance
- Support security audits conducted by NCCS/CERTIn or designated agencies.
- Perform biannual security audits.
- Ensure adherence to information security policies.
Continuous Improvement
- Implement process optimizations.
- Deploy new workflows and functionalities.
- Update documentation and knowledge base.
Geographic Coverage
Services encompass PAN India operations, including all zones migrated to CDR Project III during the contract period.
Regional Support Operations
Three-Location Operational Model
Production DC - Hyderabad
(35 resources)
- Primary production support
- Comprehensive module coverage
- On-site management and leadership
- Continuous 24/7 coverage
BBNW Operations - Bengaluru
(15 resources)
- Dedicated BBNW operations
- Network and broadband support
- Specialized application support
- Continuous 24/7 coverage
Management + DR DC - Pune
(12 for Management + 8 for DR/DC)
- Disaster recovery operations
- Critical module support
- DR testing and maintenance
- Continuous 24/7 monitoring
A total of 70 dedicated resources ensure comprehensive O&M support across all three locations, providing seamless coordination and 24/7 availability.
Reporting & Deliverables
Daily Reports
Daily health and module activity reports; prompt incident documentation.
Weekly Updates
Consolidated system status and comprehensive module maintenance activities.
Monthly Reviews
Detailed performance metrics and module activity summaries.
Quarterly SLA
In-depth SLA reports and performance reviews presented to BSNL management.
Project Planning
Project Execution Framework
Phase 1: Initiation
Secure contracts, mobilize teams, and facilitate knowledge transfer (Days 1-30).
Phase 2: Transition
Provide shadow support, execute seamless handovers, and complete comprehensive documentation (Months 1-3).
Phase 3: Steady State
Maintain 24/7 operations, conduct continuous monitoring, and ensure proactive maintenance (Ongoing).
Phase 4: Continuous Improvement
Analyze performance metrics and drive strategic optimization (Quarterly).
Phase 1: Transition Planning Handover & Training
Effectively transitioning telecom Operations & Maintenance (O&M) to a new company demands strategic planning. The primary objective is to ensure a seamless transfer of responsibilities, comprehensive knowledge, and critical documentation, thereby preventing operational downtime or service disruptions.
Our approach centers on three core pillars: comprehensive documentation, structured training programs, and clear communication protocols. This ensures the new team is fully prepared to manage existing systems and effectively integrate new requirements.
Phase 2: Key Steps for Successful Handover & Training
Documentation Delivery
Provide current O&M manuals, as-built drawings, software configurations, and complete hardware inventories. Establish a Document Management System (DMS) for efficient access and version control, including operational procedures, safety protocols, and troubleshooting guides.
Structured Training
Conduct hands-on training with existing system operators and engineers, covering software operation, hardware maintenance, emergency procedures, and compliance. Incorporate trial runs and shadowing during commissioning to enhance operational confidence.
Communication & Verification
Implement formal handover checklists and acceptance criteria. Verify knowledge transfer through two-way confirmation between outgoing and incoming teams, with scheduled follow-up support and clear escalation paths during the initial operation phase.
Regulatory & Safety Compliance
Ensure the new team fully understands and adheres to all safety standards and telecom regulations. Provide comprehensive training on site safety, RF exposure, and emergency response, aligning with industry best practices.
Resource Mapping
Organizational Resource Structure
Management & Coordination (12)
Leadership, project oversight
NOC & Support (12)
Customer service, technical assistance
Technical Leads & Specialists (18)
Architecture, system design, specialized roles
Engineers & Operations (28)
Development, infrastructure, quality assurance
Resources are strategically allocated across Hyderabad (35), Pune (20), and Bengaluru (15).
Leadership & Management Roles
Project Managers (2)
Direct governance and operational oversight.
Location Managers (3)
Provide strategic oversight for regional operations (Hyderabad, Pune, Bengaluru).
Service & Quality Managers (2)
Drive service delivery excellence and compliance.
Vendor & Change Management (2)
Coordinate vendor relationships and manage evolving requirements.
Shift Managers (3)
Maintain 24/7 operational continuity.
These 12 management roles collectively ensure comprehensive oversight and operational efficiency.
Strategic Resource Deployment by Module
BSS/OSS Applications
12 dedicated resources.
Infrastructure & Network
10 dedicated resources.
Database Administration
8 dedicated resources.
Security Operations
8 dedicated resources.
Middleware & Integration
6 dedicated resources.
NOC Operations
8 dedicated resources.
Monitoring & Reporting
4 dedicated resources.
Management & Coordination
12 dedicated resources.
Support & Documentation
2 dedicated resources.
A dedicated team of 70 resources is strategically deployed across specialized domains, ensuring comprehensive 24/7 operational coverage for Hyderabad Production DC, Pune DR DC, and Bengaluru BBNW.
Technical Team Structure
BSS/OSS (12 Resources)
- Billing & Charging System Administration
- CRM & Customer Experience Management
- Service Provisioning & Activation
- Big Data (FMS, RA, BI, MCCM, xDR)
- Mediation, Order Management
- DSCM (Dealer, Service and Commission)
Infrastructure (10 Resources)
- Server & VMware Management
- Storage Solutions
- Network Operations
- Main Data Center
- Disaster Recovery Data Center
- Switch, Routers
Database (8 Resources)
- Oracle DBA Expertise
- PostgreSQL Support
- Senior DBA Leadership
Security (8 Resources)
- Firewall Administration
- Security Analysis
- Compliance Oversight
Middleware (6 Resources)
- Oracle EAI Management
- WebLogic Administration
- API Gateway Operations
- Mobile Apps, DSCM App, FOA
NOC Operations (8 Resources)
- 24/7 Monitoring
- Proactive Incident Response
- Tiered Support Structure(L1,L2,L3)
- Incident Escalation & Ticket Management
Monitoring & Reporting (4 Resources)
- EMS/SMAX Administration
- Performance Analytics
- Maintenance & Configuration Monitor scheduled
- Maintenance tasks (patches, updates).
- Device configurations align with policies.
Support & Documentation (2 Resources)
- Documentation Development
- Knowledge Base Management
- Meetings
- Compliances
- Reporting
A dedicated team of 35 technical resources is strategically deployed across Hyderabad, Pune, and Bengaluru, ensuring comprehensive 24/7 operational coverage.
Shift Coverage Model
Shift A (8 AM - 4 PM): 25 Resources
- Covers peak operational demand.
- Features direct management oversight.
Shift B (4 PM - 12 AM): 23 Resources
- Manages evening operational tasks.
- Oversees critical End-of-Day (EOD) processing.
Shift C (12 AM - 8 AM): 22 Resources
- Handles critical overnight operations.
- Executes essential batch processing.
- Performs scheduled system maintenance.
A total of 70 resources ensures continuous 24/7 operational coverage across all three locations.
Module Activities
SLA Compliance & Performance Metrics
System Uptime
Maintain critical system availability.
Response Time
Expedite critical incident response.
Resolution Time
Expedite high-priority issue resolution.
Backup Success
Ensure 100% daily backup completion.
Risk Mitigation & Contingency Planning
Resource Redundancy
Implement cross-training for seamless team coverage during absences. Identify and document backup resources for all critical roles.
Vendor Management
Cultivate strong OEM and AMC vendor relationships for rapid issue escalation. Conduct rigorous quarterly performance reviews and SLA monitoring.
Disaster Recovery
Execute regular DR drills between Hyderabad and Pune sites. Maintain documented failover procedures and clear Recovery Time Objectives (RTOs) for all critical systems.
Knowledge Management
Establish a comprehensive documentation repository for runbooks, troubleshooting guides, and lessons learned. Facilitate continuous knowledge sharing sessions.
Strategic Implementation
CDR Project Architecture
Comprehensive system architecture diagram illustrating the CDR Project III infrastructure, including data flow, system integrations, and component relationships across Zenstart, CTRM, DSCRM, Billing, CDOS, and Big Data modules.
Hardware Architecture Diagram
Detailed hardware infrastructure layout for CDR Project III, showing physical server configurations, network topology, and equipment distribution across primary and disaster recovery sites.
Network Topology at Production Site Hyderabad
Network infrastructure design for the Hyderabad production data center, illustrating backbone routers, internet routers, firewalls, load balancers, core switches, access zones, and server pool architecture including management, security, and application servers.
Network Topology at DR Site Pune
Network infrastructure design for the Pune disaster recovery data center, featuring additional routers, backbone routers, DC routers, internet routers, firewalls with MX instance analysis, load balancers, core switches, access zones, and server pool architecture for business continuity and redundancy.
Disaster Recovery
This diagram illustrates the disaster recovery architecture. The Hyderabad Data Center is the Production Data Center, and the Pune Data Center is the DR (Disaster Recovery) Data Center. The compute capacity at the DR site is 50% of the production capacity. This setup provides a clear overview of the disaster recovery architecture, showing the relationship between the main data center and the DR data center with failover capabilities designed to ensure business continuity.
CDR Project III: O&M Services