Operational Technology Support Centre
OTSC (Operational Technology Support Centre) is a team of experienced engineers and support workers who are experts in FTP’s software; specifically, IMS (Integrated Management System).
IMS is an integral piece of technology to the OTSC team. It is a platform capable of taking in enormous amounts of data and presenting it through a single interface. However, to really maximise the value of the platform, IMS requires a deep knowledge of all of its features. This is where OTSC comes in.
The OTSC team is comprised of well experienced engineers and analysts who are experts in the application of FTP’s IMS. The software is capable of taking in enormous amounts of data and presenting it through a single interface, however, to maximise the value of the platform an in-depth knowledge of all its features is essential. OTSC engineers leverage IMS’ vast toolset to analyse and diagnose issues impacting the operation’s asset availability quickly and effectively. The team can either deliver easily digestible actions and improvements to onsite resources to address issues, provide the incident management process and governance to ensure an efficient resolution, or can rectify the issue remotely in real-time. They are there to give you the ultimate vantage point on your business.
In addition to these operational benefits, the OTSC team is there to provide you with constant IMS application support, including ad-hoc user guidance, advanced feature requests and new IP device integrations, responses to any software bugs and troubleshooting.
OTSC fields all questions related to IMS. This includes any queries related to onsite incidences, network issues, new hardware integrations and software updates. It is the job of this team to answer any questions you might have in a timely and effective manner.
While examining your data, the OTSC team prioritises information based on how much it affects operations. Then in the form of updates, that information is delivered back to you in order of relevancy. Trigger thresholds within IMS are also constantly being reviewed by OTSC, so that the relevant authorities can be alerted.
The OTSC team is responsible for IMS deployment and support. After installing the software and hardware, they train users to become more familiar with the system. They are also responsible for providing any IMS updates.
When an asset or device malfunctions and begins to impact operations, the OTSC team can coordinate onsite resources to respond appropriately. This swift mobilisation dramatically reduces downtime and allows business to quickly resume.
For any business operating over a 24-hour period, worker fatigue can be a serious risk. That is why the OTSC team can carry out daily health checks for your employees. You can receive updates on worker vitals to help prevent accidents or anything that might compromise the health of your staff.
Following an incident with an onsite asset, OTSC will perform a post-incident review. From this, a summary report detailing the sequence of events that led to the incident will be generated. It will include a review of what went wrong, the temporary workarounds that have been implemented, and a list of actions that need to be taken to move forward.
Successful implementation of autonomous assets – particularly for larger assets like trucks – requires a very sophisticated network. In order to test whether or not your network is capable of integrating this technology seamlessly, we developed the Network Validation Service. This service – which is run out of OTSC – will see if your network can bear the load of autonomous assets.
The OTSC team constructs a bi-weekly review of client network performance. This review details trends, incidences and observations for each site with OTSC service. Furthermore, the report includes recommended improvements, and can include any relevant IMS data.
OTSC can also review the last 24-hour period and analyse any low-priority/low- significance events with network performance. This is irrespective of whether IMS generated any alarms, or whether a client has indicated an issue. If a problem is noted, a designated customer may be contacted, or a ticket may be generated. This is a way of identifying network issues while they are still nascent, and of correcting them before they inhibit productivity.
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