Security Level

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Operation Proposal of AMS TMO(Technical Management Office)
www.huawei.com

AMS Delivery & Operations Dept

HUAWEI TECHNOLOGIES CO., LTD.

Contents  Background and Purpose  TMO Organization Operations Proposal  TMO Key Value  TMO Organization Structure  TMO Operation Guidance  TMO Performance Appraisal Relationship  TMO Prescriptive Actions and Implement Guidance .

especially when handle the critical accidents of multiproducts. So in the meeting of debriefing CS BU mission.Background and Purpose  Background When Handling the emergency accidents. Review important network adjustment scheme. Currently HQ GTAC and R&D experts make trouble-shooting jointly. LTD.  Purpose Focus on network security and emergency accident recovery. Eliminate network risk.. HUAWEI TECHNOLOGIES CO. the representative office does not have an organization to assemble experts to recover it. but the first-line experts spread around in different departments or projects. GTS require AMS dept to lead the representative office which has enough resource to set up an organization to accelerate service recovery. Huawei proprietary No spread without permission Page 3 . guarantee network safety. Share cases and maintenance experience among key networks to avoid accidents recurring.

In the big-scale business representative office which includes 3 or more key networks of more company-level or regional-level. Releasing TMO operations guide documents. its main tasks can be adjusted according to the maintenance business..TMO Organization Operations Proposal  Headquarter TMO: Define TMO key value and responsibilities. In charge of critical incident analysis and management. Huawei proprietary No spread without permission Page 4 . instruct experts competency promoting. support Representative Office TMO running. TMO should focus on all tasks as mentioned upper. it’s suggested that Regional Office TMO manage the relative work. TMO should focus on accident analysis and experience sharing. In Managed Service network or the network whose CTO team members are strictly fixed. LTD. personal skills enhancement. Spread good TMO operational experience. cases and maintenance experience sharing. In the small-scale business representative office.  Regional Office TMO: Assemble product maintenance experts. experience sharing and personal technical skills promoting.  Representative Office TMO: In charge of emergency accident recovery and analysis. support Regional office TMO and Representative Office TMO operations. HUAWEI TECHNOLOGIES CO.

to avoid the accidents recurring or change orders repeated auditing in different networks. based on maintenance business.  Regional Office TMO:  Network Security: To analyze and manage accidents. support network safety of key guarantee affair. LTD.TMO Key Value  Representative Office TMO:  Emergency recovery: TMO organization assemble every product maintenance expert. experts will participate in the recovery to reduce the commercial service outage duration.  Personnel technical skills promoting: To organize remote/on-site training. and to avoid misoperation. manage major issues. support the maintenance TD development. headquarter training etc to improve technical competency and qualification.  Personnel technical skills promoting: To make the human resource competency map in representative office. or arrange experts support project on site to improve the technical skills of representative office.. work out a schedule of personal technical skills promoting. Huawei proprietary No spread without permission Page 5 .  Support TMO operation of key representative offices.  Experience sharing: To collect experience of emergency accidents and change order auditing in representative offices. Through remote/on-site training. HUAWEI TECHNOLOGIES CO. improve the maintenance efficiency. share them for all representative offices covered by regional office. when the emergency accident occur. through the cases and maintenance experience sharing.  Experience sharing: To establish the platform to share expert resource and network information between key networks. change orders auditing.

. network CTO/TD or engineering TD.; 2. Huawei proprietary No spread without permission Page 6 . Regional Office TMO TMO is suggested to set up under network solution maintenance dept TMO members requirement: •TMO Leader: Chosen from Regional Office AMS network solution maintenance manager or maintenance experts. Come from product maintenance experts. mainly composed of every product experts. Representative Office TMO TMO is suggested to set up under professional service dept.TMO Organization Structure(Suggest) TMO Leader Core Network experts Wireless experts Network experts RF experts A&S experts Supporting experts Product Experts  TMO is a virtual technical management organization. Competency & Qualification require 3Level or above. Supporting experts are not must included. Competency & Qualification require 3-Level or above •TMO members: 1. LTD. Chosen from network CTO/TD. Competency & Qualification require 2-Level or above. TMO members requirement: •TMO Leader: 1. or representative office AMS manager. •TMO members: 1. but its operations should be routinely fixed. 2. 2. 3. HUAWEI TECHNOLOGIES CO. Come from product maintenance experts.

analyze the root cause of accident.TMO Operation Representative Office TMO Accident Recovery •Once the critical accident happen. Support the TMO building of key representative office Case and experience share • Organize the case experience share in regional Staff competence improvement •Train representative office maintenance TD •Deliver the training of related knowledge to representative office Staff competence improvement • Make the office staff competence map and the technical improvement plan •Organize training HQ TMO 1. Network maintenance TD competence training and operation support 3. Multi-product major problem promoting. Huawei proprietary No spread without permission Page 7 . LTD. major problem. TMO organize related experts to make fast recovery and troubleshooting Regional Office TMO Network Safety • Regional accident analysis and management • Regional major problem management • Regional important change solution review • Provide expert to support key event assurance in representative office Accident Analysis • Organize accident trace back. and network adjust solution. and summarize the experience Major problem management Important change solution review Case and experience sharing •Share the experience from the case of critical accident. and multi-product important technical solution review HUAWEI TECHNOLOGIES CO. public related support materials. and spread good TMO operation experience 2.. Provide operation support to representative office and regional office.

Otherwise. LTD..  TMO organization outer appraisal relationship:  Representative Office TMO leader report to representative office professional service minister or AMS manager and appraised by them ;  Regional Office TMO leader has the privilege to partly decide the performance assessment of representative office TMO leader;  Headquarter TMO provide support for operation of Representative Office/Regional Office TMO ; Huawei proprietary No spread without permission HUAWEI TECHNOLOGIES CO. suggest AMS manager serve as TMO leader part-time.Representative Office TMO organization appraisal relationship(suggest) Professional servicce minister /or AMS manager Regional Office TMO leader Headquarter Solusion Maint Dept TMO leader Headquarter TMO XX product expert XX product expert XX product expert Appraisal relation Appraisal advice relation assist relation  TMO organization inner assessment relationship:  TMO leader has the privilege to partly decide the TMO members’ performance assessment. Page 8 .

Huawei proprietary No spread without permission Page 9 .The Prescriptive Action and Implementation Guidance of Representative Office TMO type actions description Precaution & complaint issues handling in ITR issues escalation Multi-Product issues handling emergent accident recovery emergent accident handling recommended frequency triggered by event work description and guide organize the TMO team to build issue handling group with R&D so as to solve the issue as soonest. product performance. routine actions obedience. Key Issues Management triggered by event triggered by event accident analysis analyze the accident and summarize the experience triggered by event and lessons HUAWEI TECHNOLOGIES CO.. staff skill. summarize the experience and lessons to share in representative office and output cases to regional office and HQ. organize the TMO members to analyze and handle multi-products issues establish the team to recover the accident after accident occurred analyze the cause of accident. especially focus on accident handling procedure. LTD.

The Prescriptive Action and Implementation Guidance of Representative Office TMO type actions description review the change of scheme make the emergency plan for key network and practice it recommended frequency triggered by event work description and guide review the technical scheme of important network adjustment(which affect the core net element. LTD. for example MSC/BSC/transmission backbone node) and software upgrade review the emergency plan hold the 2-week meeting to share the cases among the team of key networks in order to avoid accident reoccurring and repeating scheme audit collect the information of technical skill and competency &qualification of all maintenance staff. Huawei proprietary No spread without permission Page 10 . issues and 2 weeks network adjust scheme make the human resource competency map of Every quarter maintenance staffs and skill promotion plan organize the training of products and coach the every month skill of trans-product staff skill promotion HUAWEI TECHNOLOGIES CO.. and make the skill promotion plan according to the service development situation organize the products training to improve the analysis ability of multi-product based on the service delivery situation scheme review 6 months share the experience from cases share the experience from major accident.

LTD. management summarize the experience and lessons to share in regional office trace the progress of ITR issues escalation or major major issue complaint issues handling. staff skill. product performance.. especially focus on Critical accident accident handling procedure.The Prescriptive Action and Implementation Guidance of Regional Office TMO type actions description recommended frequency work description and guide analyze the cause of accident. Huawei proprietary No spread without permission Page 11 . support the 2 weeks representative office with experts and issues network security management handling audit the change of accept the request of major network change triggered by event scheme scheme review in representative office arrange the experts to support assurance service key event triggered by event according to key event assurance request of assurance representative office support the representative know the difficulties of representative office TMO operation of office TMO every month operation and provide support through routine representative operation communication office TMO HUAWEI TECHNOLOGIES CO. compulsory actions analysis and every month obedience.

2 weeks solution review culture of maintenance TD/CTO in every quarter representative office organize the training of products and Train the every month skill of multi-product staff skill promotion HUAWEI TECHNOLOGIES CO. LTD. issues. and make the skill promotion plan according to the service development situation organize the products training to improve the analysis ability of multi-product based on the maintenance service delivery situation share the experience of critical accident..The Prescriptive Action and Implementation Guidance of Regional Office TMO type share the cases experience actions description recommended frequency work description and guide collect the cases of major accident and issues and scheme review and share in regional office collect the information of technical skill and competency &qualification of all maintenance TD. Huawei proprietary No spread without permission Page 12 .

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