Goip Profile
- 2. GOIP Global Services – An Overview GOIP Overview GOIP Global is an ISO 9001:2000 certified company, providing end-to-end solutions in areas of system integration, networking and software systems for your business since 1994. With experienced management and marketing skills, a support team of 75 qualified engineers and 25 marketing personnel, GOIP has moved up the value chain from being just a key player providing Web / Multimedia solutions to a “Solution Provider” offering integrated turnkey solutions and IT enabled services. GOIP, today, provides a full range of services that addresses your company’s every need for integrated information. No matter what your platform is or how complex your technology needs are, GOIP has the expertise to drive your business and technology strategies forward. Working with diverse, cutting edge technologies, GOIP provides customized solutions for system integration, connectivity support and development / implementation of web based applications, multimedia services / Networks, electronic commerce, office automation, business communications and IT consultancy. With in house expertise, right from concept, to design, and implementation, GOIP provides end-to-end solutions to its varied customers. The vast experience with varied clientele including MNC (multi-national companies), large industrial / business houses, government and quasi-government organizations, has equipped GOIP with the necessary knowledge-base and best business practices to help engineer the right value proposition for all your business needs. The value proposition offered by GOIP is simple, industry solid solutions backed by a team that cares and takes ownership of your business information system requirements. We at GOIP cut across geographical boundaries to deliver a targeted set of services and solutions. We draw an integrated resource network to provide the management and skills needed for providing custom solutions on time and within budget. GOIP has built competencies spanning a range of platform, tools and varied environments enabling it to offer wide spectrum of solutions and services to clients. We at GOIP integrate onsite management with offsite and offshore development to provide our clients a cost-effective, 24-hour service. Our offshore center provides high-level design, project management support along with 24/7 support. With strong team of professionals possessing diverse managerial and engineering background, GOIP features an open work culture that fosters a synergy of ideas and technology to unleash our client’s full potential. 2
- 3. GOiP – A Single Window Interface Network • System Integration, Connectivity solutions on radio and lease lines. • Turnkey Network Solutions (Design to Implementation) • Integration of Modern and Legacy Networks • Perimeter Security, Firewall, VPN. • Network Security, Planning, Implementation & Audit • System Administration & Network Resource Management • Networking Products (Routers, Switches, Hubs, Modems) Application • Web Based Application • Customized Software Solutions • Website Design. Development & Hosting Cabling • Structured Cabling • Jelly Filled Cable & Optical Fibre Cable laying Telecom • Turnkey Business Communication Solutions • Integrated Engineering & Maintenance Services What does this mean for our clients? Focus - on core business We assume full responsibility for managing the day-to-day back-office operations - leaving you free to focus your time, energy and resources on your core businesses Improved service quality Our business processes provide a higher level and quality of services Hone competitive edge We provide supporting systems and services to help clients compete effectively in the global marketplace. Complement in-house skills with outside expertise Our business and technical specialists provide valuable guidance and skills 3
- 4. Flexible services for changing customer demands Our flexible and scalable services adapt to customers' changing requirements and supports company moves, consolidations, and acquisitions. Access to advanced technology Our leading-edge enterprise systems support the business processes, and we manage the technology infrastructure with lower capital investments and training costs. Continuous process improvements to achieve world-class standards/benchmarks We incorporate best-of-breed global practices to improve performance and costs through constant benchmarking. Reduced costs Our reengineering, process improvements, and advanced technologies eliminate superfluous operating costs and bring administrative costs under control Service Offerings System.Integration We understand the ever-dynamic business environment of the Information Technology world. The high bandwidth of GOIP GLOBAL’s systems integration capabilities enables us to leverage our experience, expertise and knowledge base to provide complete solutions to increase the ROI on the IT Investments of our Clients. We combine complex and dynamic technologies with our proven processes and methodologies to maximize efficiencies in information integration. Our systems integration suite of portfolio includes but is not limited to: Integration of software and hardware components Enterprise wide roll out of operating systems, software applications and new hardware technologies. Network Integration including implementation of Remote Access, Wide Area Network & Last Mile Solutions. Hardware, Software & Services Procurement We recognize and understand the hardware and pre-packaged software/licenses needs of businesses. Timely delivery of the necessary hardware, software and 4
- 5. licenses is an essential component to successfully manage and complete any IT projects. Towards this INDIA strives to create and maintain the most efficient and aggressive procurement and distribution system focused on delivering products with greatest time and cost efficiency. Over the years GOIP GLOBAL Group has cultivated very strong relationship with leading manufacturers such as IBM, Hewlett Packard, Cisco Systems, Microsoft, etc., to name a few. These strong relationships with manufacturers coupled with the multi-sourcing policy, gives GOIP the unique ability to deliver even the constraint and hard to get products at short notice. GOIP leverages its strong relationship with all the major manufacturers to skillfully negotiate better pricing terms and product availability for the clients. GOIP also ensures that the clients are better informed about the manufacturer’s technology road maps and product and technology life cycles. Network Operations Centre (NOC) Services A Network Operations Center/ Data Center is the focal point for network troubleshooting, software distribution and updating, router and domain name management, performance monitoring, and coordination with affiliated networks. GOIP understands the importance of smoothly maintaining this system and we have the experience to make it happen. Our professionals have the knowledge and expertise to monitor and operate routers, switches, hubs, and UPS systems that comprise your company’s data network. In addition, we manage and allocate IP addresses and domain names, record and resolve network problems, alleviating the pressure so you can focus on your core business. Operating 24x7x365, our NOC technicians are trained and equipped to troubleshoot and resolve virtually any problem. In the “real world”, situations do occasionally require specific engineering talent. By continually and thoroughly monitoring our facilities, networks, hardware and client applications, we often eliminate problems without our customers ever becoming aware of them. In addition, we have the ability to remotely troubleshoot at the client site. Our NOC team has direct access to highly specialized expertise for all platforms and applications we manage – again, with continual coverage. 24x7 Service Desk 24x7 Live Network Monitoring Incident Management Fault detection and analysis Incident recording and classification Notification and escalation Investigation, diagnosis, resolution, recovery and closure Problem Management Change Management Capacity Management Service Level Agreement (SLA) Management Extensive Web-Based Reporting Redundant Global Network Operations Centers (GNOCs) 5
- 6. Managed Security Services (SOC) Many organizations are looking to secure their Infrastructure and implement Event Management (SEM) technology to protect their corporate assets and streamline IT operations, mainly to address the issues involved in managing security infrastructure point solutions, such as firewalls, VPNs, anti-virus systems, and intrusion detection and prevention solutions. Our managed network security monitoring provides real time monitoring, correlation, and analysis of your security infrastructure and critical applications for instant response to and remediation of cyber-threats Monitoring over a secured VPN tunnel using a correlation engine all events are monitored, analyzed and appropriate tickets are created for resolution. SOC team currently monitors and manages the infrastructure on a 24x7 basis to filter out all IT security threats, ensuring operational security regardless of the customer's business hours or staffing profile, monitors the availability and health of the customer's systems. Communicates monitoring, management, and reporting information to the customer leveraging the customer's already-installed SEM technology. Mission of the monitoring unit being: To control, log & monitor every entry point into the Client’s network. Current Service offerings: Security Device Management Managed Intrusion Detection Service Vulnerability Scanning -Internal and External Service Option. Log Management Email and Web Scanning DDoS Prevention Security Consulting Integrated Security Intrusion Management Manage SOC team 24x7x365 days. Managed Security Monitoring - Operations include: Control all entry points into the network Log all events that may indicate a threat to key assets. Monitor all logs for potential threats. Capture and Log events. Identify high priority alerts immediately. Investigate all high priority alerts. Proactively review logs for potential threats. Deliver scheduled reports to key stakeholders Use metrics to track performance Current Standard tools used: Intellitactics Security Manager HP Service Desk Active Directory (AD Lookups) HCS Web 6
- 7. Currently Monitored Infrastructure: Cisco Routers/Switches Enterasys IDS Cisco IPS Enterasys HIDS sensors Active Directory Controllers Symantec Anti-Virus Servers SunOne LDAP Servers Cisco CSA Clients AIX/Solaris Servers Checkpoint and Cisco Firewalls Cisco VPN Concentrators Cisco MARS Oracle Databases Current Resource Skill set: CCIE CCNA, CCNP, CCSA, CCDA, MCSE, Cisco Tac Linux/Redhead, Windows Watchguard AMP/Avaya/Nordx Cisco IP Telephony/MCNS/BSCN/CCDP/CID/CIT Note: Most of the current resources are capable and trained to handle additional responsibilities. These are qualified resources who if provided training in specific security tools can adapt and perform as required by other clients. Application Development and Maintenance Services (ADMS) GOIP provides innovative and cost effective IT-Applications Development and Maintenance-Support (ADMS) solutions by weaving the appropriate technology with the client’s business needs. GOIP’s flexible engagement options of complete off- shoring or effectively combining onsite and offshore work ensure high quality, on time delivery, at significant cost savings. GOIP provides a gamut of services with customized business models suiting the specific business/ domain/ financial challenges. GOIP’s services include, but are not limited to, architect, and design, develop, test, maintain and support applications. We offer complete QA Services, both outsourced and in-house. Development expertise includes all major Web applications, languages, and enterprise and commerce environments. GOIP has its strategic focus in the following areas: IT Resellers/Banking/Finance/Insurance, Healthcare and Public Undertakings B2B services/e-Services Payment Systems Legacy/Application Maintenance, Enhancement, Support and platform Migration Foundation Products Web Servers (IBM, Microsoft, Sun, Apache) Web Application Servers (IBM, BEA, Sun, Microsoft) eCommerce Application Servers (IBM, BEA, Microsoft) 7
- 8. Database (DB2, Oracle, SQL Server, Sybase, Informix) Integrators (Web Methods, Tibco, Microsoft BTS) Technology Object-oriented .Net Framework J2SE J2EE (Web Applications, Servlet, EJB, JSP, Bean, JMS, JINI, etc) XML, SOAP, Web Services, UDDI Pervasive (Mobile) Computing Resource Process Outsourcing (RPO) Also known as Recruitment Process Outsourcing (RPO) traditionally refers to outsourcing portions or full cycle recruitment to recruiting or staffing agencies. RPO transfers the responsibility completely to a third party agency and the fee typically is a percentage of the total hire annual budget. GOIP Global has redefined the RPO model to bring the ultimate advantage to our client. In GOIP Global RPO model, our recruiters become Client’s extended team members working from our recruiting centers and with the infrastructure, software and processes needed for high performance recruiting. The model involves subscription to resources on a monthly basis thus making it easy for client to increase or decrease bandwidth based on Clients need. Further, the RPO services can be delivered onshore or offshore depending on clients budgets. Client can choose our GOIP Global recruiter, the subscription period and the onshore or offshore model – when ever they want. This is next generation On Demand Recruitment Delivered. How our services would benefit Clients Need to increase recruiting bandwidth for short-term and long-term business scalability. Experiencing an increase in requisitions and do not have the bandwidth or time to hire and train new recruiters. Need to improve quality of recruitment. Experiencing budget pressures and need to increase recruiting bandwidth while lowering costs. Looking to improve profits. More and more corporate are adopting the recruitment process outsourcing (RPO) model for their hiring needs inside and outside India not only for senior level candidates but for entry level candidates as well. Outsourcing recruitment process slashes Companies' recruitment costs by 15-20% on an average. However, according to experts, the cost savings can range anywhere between 10-40%, depending on the complexity involved. The $2.5 billion RPO industry in India is growing at the rate of 30-40%. At present, only 8-10% Indian Companies, across sectors, is outsourcing their recruitment process completely. However, the trend is catching up. 8
- 9. Help Desk Service Our Helpdesk services are a combination of onsite/offsite model where as local engineers are onsite for any hardware related issues all other issues are directed directly to the central Help Desk for any escalations or resolutions. Handle all inquiries/problems reported for processing, technical support, network, database, applications and distributed/desktop hardware and software Helpdesk will implement and maintain a 24x7x365 (including holidays) a level 1, 2 and 3 Help Desk operation for Customers All problems/queries are logged, tracked and assigned using ticketing capabilities that include required tools, process, database and reporting. Assign priority level to each problem reported through the Help Desk. Provide Level 1 support for all functional levels. Provide a minimum first call resolution of 80% without escalation Escalate unresolved problems according to established procedures Receive all IMAC requests for desktops and telephone service and route to appropriate parties Maintain client communications on all problems through resolution Broadcast global problems Ensure that client satisfaction is confirmed before inquires and problems are closed Develop statistics and publish reports on the number of calls, length of open calls, number of calls resolved on first call, abandoned call rate, number of calls escalated to other departments and other pertinent call information Provide best practice communiqué to client on a monthly bases Our Approach Our consulting services and reengineering processes are designed to result in improved productivity and quality. We understand that the pace of business is constantly accelerating and deliver processes and solutions for the digital age and global enterprises. We ensure you enjoy the advantages of our team's operational, technical, and process excellence to improve business processes and output. 9
- 10. From the first step in talking with our clients and listening to their needs and goals, we design a custom approach, set goals, and create teams of specialists to implement the best solution. In short, we approach our mission with a 'design, build and operate' methodology. We first obtain the total vision of your needs. Our experienced management consulting team gets to the core of your business to determine the design of a solution for you. Business process re-engineering is often the key and we re-define the products and services in line with your clients to determine the right solution and technology infrastructure The next step is our hands-on approach to your requirements. With our credentials and expertise, we build systems, with the people and training you need to drive them. We also project manage the entire solution. Commitment is the underlying philosophy to customer service. We manage the solution we have designed and built, and operate it for you. In short, we share the risk. That's the confidence we bring to your business and success Our tools include: Dedicated Development Centers Our client centered offshore development centers are setup to focus necessary resources on client’s projects. Support Center – Our offshore facilities provide back-office support, legacy maintenance and product maintenance. Constant Communication A remote client login allows clients to track project progress. Plus, we use the latest communication tools to maintain the cost savings of outsourcing while minimizing risks. Risks As per survey conducted by META group, certain risks were identified in the offshore business. We list those risks and what we have been doing to mitigate the risks. 1. Cost-Reduction Expectations The biggest risk with offshore outsourcing has nothing to do with outsourcing - it involves the expectations the internal organization has about how much the savings from offshore will be. GOIP points out – We work with our clients in managing their expectations providing a reality check of current situation. We believe that organizations save 15%-25% during the first year; by the third year, cost savings often reach 10
- 11. 35%-40% as companies “go up the learning curve” for offshore outsourcing and modify operations to align to an offshore model. 2. Data Security/Protection Organizations evaluating any kind of outsourcing question whether vendors have sufficiently robust security practices and if vendors can meet the security requirements they have internally. GOIP points out – We strongly believe in Data Security/Protection. We access our client machines and clients can access our systems through a secure VPN connection. We understand and appreciate the internal security policies of our clients and work together with our clients in implementing their security policies for their projects in the Offshore Development Center. 3. Process Discipline Absence of process discipline results in redundant tasks, thereby effecting project deadlines and costs. GOIP points out – We do a thorough job of defining project scope and success metrics and our process oriented development methodologies provides our clients transparency into the development process, thereby equipping them with capability to raise red flags when needed. In such an event we work with our clients in identifying the potential bottlenecks. We believe in working with our clients as a team achieving one common goal benefiting our clients 4. Culture A representative example: although English is one official language in India, pronunciation and accents can vary tremendously. GOIP points out – We at GOIP solutions have identified our teams into following categories: Customer Service teams – The team members have good communication skills and interact with the clients. Project Leads/coordinators – The team members have good communication skills and they interact with the client’s per project basis. Technology development team – The team members have good technical skills and as there interaction with the client is minimal, we have little emphasis on their communication skills. 11
- 12. Corporate Office: GOIP Global Services Pvt. Ltd. 107-108 • Tribhuwan Complex Mathura Road • New Delhi 110065 India • (+91) 11.2684 0921 / 22 / 23 Delivery Center GOIP Global Services, Pvt. Ltd. H-68, Sector-63 • Noida (U.P.) • India • International Office: GOIP Global, Inc • 5775 Wayzata Blvd. • Suite 700 • St. Louis Park, MN 55416 • 952.525-2217 952.525-2218 info@goip.in 12