OKIN BPS has just been awarded a second Diamond Award. The ABSL Diamond Award recognizes the best achievements within business services in the Czech Republic. It celebrates initiatives that push business services forward and stand out as exemplary projects. OKIN BPS received a second Diamond Award within the Education category, Diamond Award 2017. ABSL is the Association of Business Service Leaders in the Czech Republic (ABSL) is the leading member organization representing the business services sector in the Czech Republic. Why did we do this? Our trigger was the realization that OKIN BPS was advancing quickly into more complex employment offerings, and the market was not prepared to answer with the level and numbers of talented people that we foresaw being needed. OKIN BPS is exceptionally positioned by its ICT infrastructure, scope, and advancing technologies spectrum which offer wide spaces for vertical and horizontal career movements for employees. That position […]
The European Customer Solutions and Repair (ECSR) is the Network Operations Center (NOC) with an integrated Service Desk function supporting strategic customers with complex network solutions and premium service requirements. It provides end-to-end support of multiple network technologies (LAN, W-LAN, WAN, WAN Acceleration, VoIP, UCC…). A primary function of the NOC is Incident Management, i.e. the restoration of services after service-impacting failures and outages. Our network engineers work in shifts to make sure there is support provided to our customers every single hour in the year. We started in 2011 with 13 engineers. As the customer base grew and the aforementioned processes couldn’t be supported within one team, we’ve established 3 other teams and grown to a department of 150 employees! This year we are setting up the 5th team and still growing.
“We work together to provide world class customer service to our clients” Benny Shingler We are ICSC (The International Customer Service Center). As the name suggests we are the support team for our customers’ technical fault enquiries. We support a multitude of products including: Data Center / Colocation, Managed Services, Voice / VoIP, IP, Data and Security. Our team currently consists of 90 agents covering 24/7 operations for EMEA (Europe, Middle East and Africa). The team is divided into 5 sub teams (UK and Ireland, North (Germany and Nordic), South (France, Italy and Spain), 24/7, and designated (larger international customers who purchase support and work with 1 specific person on a daily basis)) who work together to provide world class customer service to our clients. We are a very multinational team providing support to our customers via phone, email, and online (Live Chat, Online Portal) in 15 different languages […]
It’s been 2 years since we started the CLOUD project. Looking back on January 2015, we had nothing. But at this moment we have a fully functioning CLOUD operations center, resolving 5,000 incidents per month, and performing 400 infrastructure changes with more than 25,000 physical servers and hundreds of thousands of virtual ones. Today, we are resolving service affecting incidents in an average of 24 minutes. We also perform infrastructure changes with a 98% success rate. We have begun upgrading our development and educational system. As a result, we have had 22 promotions – 16 of them within the technical area – from Junior engineering positions to senior engineering positions, and 6 of those within the management structure. We built our own LAB environment, in which we invested 600,000 CZK as a starter, enabling us to build a Windows Servers Operating System, a UNIX Server Operating System, a Network Security […]
How would you describe OKIN BPS? OKIN BPS’ point of existence is to get work done for our clients and theirs. We combine humans taught in our own labs, I call it the OKIN mini-university, who first streamline processes and resource requirements then enhance their outputs using digital tools to get more done. What do you think are OKIN BPS’s key strengths? I have the opinion that OKIN BPS’s top strength is Ingenuity. Our people quite normally see problems as more like puzzles they have to figure out. We seek people who will think ahead of the times, ahead of the curve, change the processes so digitization can be better applied and with better results. This fosters a clean and clear understanding of Change Management within OKIN BPS. Another key strength is Courage. OKIN BPS has often stood up next to the worlds’ business giants, and have succeeded, at times […]