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  1. 1. NOUS’ REMOTE DATABASE ADMINISTRATION SERVICES – A CASE STUDY UK OFFICE: USA OFFICE: 551, London Road, Suite A 6 Kilmer Road, North Wing Part, Suite 1B, Edison, Grove House, New Jersey, Isleworth TW7 4DS NJ, USA 08817 Tel: +44 0208 587 1411 Tel: +1 732 985 9533 Fax: +44 0208 587 1440 Fax: +1 732 985 9537 INDIA CORPORATE OFFICE |#1, 1 Main Road, 1 Block, Koramangala | Bangalore, India | Zip - 560 034 |Tel: +91 80 41939400 | Fax: +91 80 25539149 OFFSHORE IT SERVICES | TESTING | BPO | PRODUCT SERVICES | IT CONSULTING
  2. 2. CONTENTS CONTENTS ..................................................................................................................................... 2 R EMOTE SYSTEM ADMINISTRATION SERVICES ............................................................................ 3 Nous Confidential Page 2 of 5
  3. 3. Remote Database Administration Services The Customer The customer is a German-based Fortune 500 company and maintains an array of UNIX servers, workstations and databases that are business-critical components of its network. Prior to engaging Nous’ services for remote system management, the customer was experiencing resourcing problems – the availability and retention of systems/database administrators was a cause of concern; and also, the resources available in the local market were expensive. The Challenge Nous’ challenge was to provide the customer with 24x7 maintenance support for its UNIX servers and Oracle database administration at its office at Germany from Nous’ offshore centre, Bangalore, in India. The Solution Nous deputed a team of four consultants to the customer’s office in Germany. One of the consultants was designated as the Project Coordinator and handled the overall coordination of the support work. The consultants were onsite at the customer’s site for a period of 8 weeks, during which they familiarized themselves with the systems, support practices, maintenance and other processes at the client location. They returned to Bangalore and are now based at the Nous’ offshore center providing 24x7 remote support services to the customer. The Project Coordinator is responsible for imparting training to new members, in the event of a ramp up in the total team size. A Help Desk was set up to provide support and maintenance of the customer’s systems. Each member of Nous’ technical team is provided with a laptop containing the required VPN client software. The technical team located in Nous Bangalore logs into the customer’s network in Germany through VPN using dedicated ISDN lines. The team is provided with user id and 4-digit password, which is used in conjunction with a 6-digit secure id (using RSA secure id) to access the client’s environment. Once inside the customer’s network, the team is given administrator privileges for the UNIX servers. The team has access to Legato backup software (which is connected to StorageTek L700). Nous Confidential Page 3 of 5
  4. 4. DBA / Application monitoring tasks performed include: Oracle Database Administration • Monitoring the alert log files and Backup Job • Data Management (Tablespace, Datafiles, Index, Rollback ) • Uploading of legacy data to interface tables by writing SQL*Loader control files • Upgrading of Oracle Software and Applying required Patches • SQL tunning for long running queries and most CPU consuming Queries • Configuration of Parallel Query for complex SQL queries • Configuration of Statspack and Tuning the Database according to the Statspack Report • Managing the Database Locks • Migration to Oracle database from Flat File system and from other RDBMS Database • Cloning of the Oracle database for Distribution and Finance • Replication of Heterogeneous of database with Peer-Direct Software rd • Backup and Recovery using RMAN and 3 party backup tools like Networker, etc • WfMailer configuration and Administration Oracle Apps Administration • Installation of Web applications server, Oracle Applications server and Oracle Forms server • Troubleshoot problems with web server, web listener, forms server, and concurrent managers, and database • Monitoring of the Concurrent Manager Jobs and FND_CONCURRENT Tables • Scheduling the Concurrent Jobs for System Administration related Activities • Creation of Apps users and assigning the Responsibilities • Applying Oracle Apps Patches. UNIX System Administration • Managing the Disk (RAID) devices and configure the same for new devices • Implementation of Back up and Recovery procedures • Creation of users, Define the Access control list and Implementation of Authentication method like Cybersafe, Kerberos, RADIUS, etc. according to the clients Requirement. Implementation of Secure Shell for Unix logins • Writing Shell scripts, setting the crontab jobs for Daily activities Nous Confidential Page 4 of 5
  5. 5. • Manage and configure the naming service like DNS,NIS,NFS etc • Creation of SAR report at the end of the day • Close monitoring of CPU usage, logs of Storage devices, monitoring the different log files of Operating system, Web servers, Mail server etc • Installation of New Software’s, upgradation and Applying Sun Solaris Patches • Administration of Firewall equipment. Installation of Internet Security and Intrusion Detection Software’s • Administration of Cluster services • Administration of Networker Backup Software • Configuration of MRTG, Big Brother etc for the monitoring different Internet connection The team reported to the customer’s system administrator in Germany. The Helpdesk maintained at Nous, Bangalore, reached at a dedicated telephone line in the event of escalation of any support issue. A detailed daily log of all activities associated with support was maintained. This is collated by the Project Coordinator and sent to the customer’s system administrator on a weekly basis. Formats for these reports were based on the standard formats specified by the customer. Business Benefits • Nous’ Remote System Administration service offered an attractive alternative that reduced or even eliminated the customer’s need for onsite support staff by providing the entire spectrum of UNIX system and database management tasks • These services were provided by Nous, both from onsite and remotely from its ISO 9001:2000 AND CMMi Level 5 offshore centre, based on the customer’s business needs. Nous’ solution offered complete business satisfaction to the customer Nous Confidential Page 5 of 5