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Telecom Operations & Managed Services
Your platforms watched every minute, fixed fast, and improved every month.
Telecom revenue depends on systems that never sleep: ordering, rating, billing, partner settlement and the integrations that connect them to the network. NexaTG runs these platforms for operators and digital service providers through a shift-based operations centre with Arabic and English engineers.
We take over from the implementation vendor with a structured transition (shadow, reverse-shadow, sign-off), then operate against agreed P1–P4 targets with full transparency: live dashboards, a weekly operations report and a monthly service review with an improvement backlog.
- Proactive, not reactive — synthetic checks on lead-to-cash journeys catch failures before customers do.
- One accountable team — service desk, application support and engineering under one SLA.
- Continuous improvement — every repeat incident becomes a problem record with a permanent fix.
What you get
- Service transition & knowledge-transfer plan
- Runbooks and known-error database
- Live operations dashboard
- Weekly operations report
- Monthly SLA review & improvement plan
Outcomes we measure
Talk to an expert
Share your requirements — our team responds within one business day.
24/7 NOC & monitoring
Shift-based monitoring of BSS, OSS, middleware and infrastructure with on-call engineers and escalation.
L1 – Service desk
Ticket intake, triage, known-error resolution and user communication in Arabic and English.
L2 – Application support
Configuration, order fall-out handling, data fixes, batch and interface monitoring.
L3 – Engineering
Code-level fixes, performance tuning, vendor escalation and patch validation.
Change & release
CAB-approved changes, maintenance windows, release verification and rollback plans.
Service transition
Knowledge transfer from the implementation vendor with runbooks and a known-error database.
- 01DetectAlert, synthetic check or user ticket opens an incident automatically.
- 02ClassifyImpact × urgency sets P1–P4 and starts the SLA clock.
- 03RestoreL1 → L2 → L3 swarming with workaround first.
- 04CommunicateStatus updates to stakeholders at agreed intervals.
- 05Fix root causeProblem record, permanent fix and runbook update.
- 06ReviewMonthly service review, trends and improvement backlog.
SLA compliance
Share of tickets responded to and resolved within target
MTTR
Mean time to restore service per priority
First-contact resolution
Tickets solved at L1 without escalation
Repeat incidents
Recurring issues removed through problem management
Change success rate
Changes implemented without causing incidents
Backlog age
Open tickets older than target
Reference design — adapted to your environment, vendors and compliance requirements during discovery.
Follow one incident from the first alert to the permanent fix. Press Play or choose a step.
Detect
Synthetic journeys, platform alerts, interface monitors and users all raise signals — most incidents are caught before customers notice.
Correlate & log
Duplicate alerts are merged and enriched, and one ITSM ticket is opened automatically with the affected service.
Start the SLA clock
Impact and urgency set the priority; the response and restore timers start immediately.
Prioritise
P1 to P4 decides who is paged, how often stakeholders get updates and which targets apply.
Restore
L1 resolves known errors; L2 and L3 swarm on anything new. Workaround first, then the fix.
Fix for good
Problem management removes the root cause, the knowledge base is updated, and the monthly review tracks the trend.
| Framework | ITIL 4 — incident, problem, change, release, knowledge and service level management |
|---|---|
| Coverage models | Business hours (8×5), extended (12×6) or 24×7×365 |
| Priority model | P1 critical · P2 high · P3 medium · P4 low — response & restore targets agreed per contract |
| Scope | BSS (CRM, CPQ, order, billing, settlement), integration layer, portals, databases and hosting |
| Tooling | Your ITSM or ours (Jira Service Management), Grafana/Prometheus, Elastic, synthetic monitoring |
| Reporting | Live dashboard, weekly operations report, monthly SLA & service review |
| Languages & location | Arabic and English · remote from Egypt with on-site presence in Riyadh |
Technology & vendors
Monitoring & observability
Grafana
Prometheus
Elastic
OpenTelemetry
ITSM & knowledge
Jira
Confluence- ServiceNow
Platforms we operate
Linux
Kubernetes
PostgreSQL
Kafka
Can you take over a system another vendor built?
Yes. Every engagement starts with a transition: documentation review, shadowing the current team, reverse-shadowing and formal sign-off before we take SLA ownership.
Which coverage model do we need?
Revenue-critical systems (ordering, billing, settlement) usually need 24×7. Back-office and reporting systems are often fine with extended hours. We size this with you per system.
Do you work with our ITSM tool?
Yes — we work in your ServiceNow, Jira or other ITSM tool, or provide Jira Service Management if you prefer.
Do you work on-site or remotely?
Operations run remotely from Egypt in GMT+2/+3 with on-site presence in Riyadh for workshops, major changes and critical incidents.
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