Airline Industry is one of the most rapidly emerging industry in India and APAC. It is accuracy and perfection oriented business demanding top notch response at all times. Extremely technology dependent to keep up the pace of transactions expected by customers, employees and various authorities, using world class products and services. IT and ICT to play crucial roles in infrastructure, operations management and communication systems to ensure service availability and speed of delivery at all times. Derives the biggest benefits from Cloud, Mobility and Analytics technologies. Critical teams include the Customer Service, Cargo Management, Emergency Response and Disaster Recovery teams. IT and ICT are best leveraged in the datacenter (& cloud), applications, unified communications, points of sale, network security, ease of access (mobility) and monitoring aspects of solutions.
One of the fastest growing, low cost Air carrier in Southeast Asia
HQ in Malaysia, with major offices in India, Malaysia, Thailand, Indonesia and Philippines
Flights are operational to and fro Singapore, Australia, China, Japan, Hong Kong, Myanmar, Nepal, Vietnam and Macao among other countries.
Presence in 11 locations in India, all at major airports, Bangalore being the largest office
Primary datacenter in Malaysia with secondary setup in Bangalore passing as a temporary DR
Group CEO, CIO and all other top management operate out of HQ, while the CEO and CFO of individual country wise offices operate out of the respective countries
India hosts the largest share of headcount of 350+ employees and the highest number of flights per destination of an average of 10 flights per day
Standards adopted – DGCA (India), DCA (Malaysia), listed in major stock exchanges
Need to scale up operations to match to rapidly growing customer base.Need to continuously look for innovative ways to attract new customers and retain existing base.Need to constantly improve CSAT levels and retain investor cum share holder confidence.Need to maintain strategic balance between global standards and adoption of technology at regional levels across geographies.Need to constantly improve agility in business innovation and operations.Need to identify the right partner to look up to in case of any solutions.
- Network availability - Growing number of flyers and employees demands high availability of their applications for booking, travel management and ground operations, speedy customer service in terms of ticketing and check-in, etc.
- Internet traffic management - Air Asia’s attractive costs while maintaining superior levels of customer satisfaction, have expanded their customer base tremendously in the last couple of years, leading to an increase in the number of hits their websites and portals receive.
- Information security - Critical data needed to be protected at all times from virus, malware and ransomware attacks, data security and breach of confidentiality, DC and end point data loss.
- Current state of collaboration - Ineffective communication between management and operations team with bare minimum ICT infrastructure deployed, limited to IP telephony in most locations and no multi-party video conferencing mechanism.
- Centralized DC without DR - Network availability and latencies affect user experience across multiple locations accessing central servers.
- Speed of guest service - Frequent downtimes and firewall inability to handle the load has recently led to more ground operations staff working extra hours doing manual, paper based work to meet customer expectations and maintain a steady service.
SCOPE OF WORK
- Protect all end points to prevent data loss and improve resource availability, by deploying a more sophisticated antivirus and end point protection solution.
- Ensure high availability of internet and protected network, calling for deployment of dual firewalls at all critical stations, configured in HA mode.
- Configuring of QoS and Application load balancing on Peplink devices.
- Setting up of automated, interactive Kiosks with minimal manual intervention, to address customer facing issues related to ticketing and check-in.
- Deployment of video conferencing unit, for management and operations team to collaborate more effectively, frequently and address emergency, critical business issues.
- Enable ease of access to cabin crew and ground operations team through the best in breed tablet computers as their day to day equipment in use. Syncing with central servers.
- Enable point of sale offline devices to store in flight data and sync up with local servers on land.
- Network availability – Cyberoam and Fortinet firewalls in HA mode
- Internet traffic management – Peplink load balancers
- Information security – Sophos End point protection
- Guest service speed and CSAT – Interactive Kiosks from Posiflex and Innokios
- Effective collaboration – Polycom Group 500 conference solution
- In flight operations – ePOS and Surface Pro
- Business Process Management – Newgen
- End computing – Dell make Laptops, Desktops and Servers
- Ease of access – Win based other tablets
- Unified Communications – PBX and IP telephony
- Campus surveillance – IP cameras and Cloud based video recorder
BENEFITS OF RESULTS
- Better management of and control on the overall security infrastructure, brand image across competition and Improved customer experience
- Faster turnaround time for flights, better resource utilization across links, servers, network equipment and end points
- Improved control and visibility of bandwidth needs across the network for the IT team and better collaboration across all teams