In 2014, Unitymedia entrusted Optiva Media with the task of setting up and running level 3 support service for the company’s CTMS and HFC NOCs at Kerpen, Germany. The project involved aspects of service re-engineering, personnel recruitment and training and pure operations work along the following phases:
- Analysis and value proposition plan on improving procedures and methodologies for HFC NOC.
- Definition and documentation of daily procedures and troubleshooting guides.
- Recruitment process for local engineers
- On-site training of new hires, covering:
- IP networking and HFC concepts.
- DOCSIS and CMTS.
- End-user HFC services (video, VoD, VoIP, etc.), DOCSIS return path.
- Issue identification through log analysis, alarm inspection, etc.
- Root-cause analysis, troubleshooting practices.
- On-site support to the team during onboarding and ramp-up.
After a period of outsourced service, Optiva Media collaborated to transfer L3 support team and operations control to Unitymedia, which process completed in 2015.
