Follow Us
Application Support
Velti’s Application Support Team provides necessary support for production environments in terms of installation, configuration, troubleshooting and monitoring. We cover customers SLA requirements, such agreements include, emergency handling (telephone support and mail), high/medium priority problem solving and technical Customer queries support.
We monitor production environments using Nagios, Munin, Grafana and GrayLog Tools, in order to ensure the uninterrupted and normal operation of production services also enriched with business and health check alerts so as to also ensure normal flow.
Application Support
Velti’s Application Support Team provides necessary support for production environments in terms of installation, configuration, troubleshooting and monitoring. We cover customers SLA requirements, such agreements include, emergency handling (telephone support and mail), high/medium priority problem solving and technical Customer queries support.
We monitor production environments using Nagios, Munin, Grafana and GrayLog Tools, in order to ensure the uninterrupted and normal operation of production services also enriched with business and health check alerts so as to also ensure normal flow.
We provide incident reports in case of an issue occurrence, providing all necessary information including initiation/resolution timeframe, root cause, resolution description, and next steps for avoiding similar issues.
Besides production, we also manage staging and development environments, used for QA testing and development purposes before applying any update on production side.
Our duties also include Linux administration support on all environments and necessary actions so as to secure these in terms of Operating System and Application Server side, using essential security auditing tools.
In addition, repeatable work is automated so as to speed processes, eliminate risks and human errors, using custom and Ansible playbook scripts. We provide supportive scripts based on project needs for e.g. files processing/transformation, reports and repeatable time based tasks execution. Jenkins Pipeline Jobs are also in place to help the deployment process, improving speed and efficiency.
Furthermore, we support tools used from development teams like GitLab, Jenkins, Maven, Nexus and Sonar.
We also provide consultation for RFPs/RFIs with regards to technical aspects like availability, performance and maintenance for existing or new projects.
All members of Velti’s Application Support Team have the ability to:
- Provide Customer support services
- Understand the criticality of issues and act accordingly
- Are well trained to support and override possible issues on production environments
- Detect problems and perform routine maintenance before they turn into major problems improving availability and performance
- Support and co-operate with Velti internal teams
Keep up with innovation in support aspects
IT Support
Velti’s IT Support department is responsible for supporting the company’s needs on all tech related matters.
In order to provide high-level user support, we use many systems to simplify our work and processes. Active Roles for account management, SnipeIT for hardware inventory, KeyPass for password management, Zoho assist for remote help, Acronis for disk clone, backup, Slack & Zoom for collaboration.
Due to the nature of our work, we support and collaborate with all departments in the company. Our mission is to increase their productivity by supplying all the necessary hardware and software, making sure that everything operates without issues. In addition, we propose new initiatives to carry out daily work more efficiently. The COVID crisis enforced us to work remotely, therefore, we were able to provide users with the necessary support to successfully operate from home.
Other than Velti’s main office in Greece, we support the German office, Dubai office and all our sales teams around the world.
All members of Velti’s Support Team have the ability to:
- Install and configure computer hardware, software, systems, IP phones, mobile phones, access cards, printers and scanners
- Monitor and maintain computer systems
- Respond in a timely manner to service issues and requests
- Provide technical support across the company, frequently outside of office hours
- Set up accounts for new users and configure the appropriate privileges based on the department
- Repair and replace equipment as necessary
- Purchase spare parts or anything requested by the users to make their work easier
- Train users on our new technologies
- Constantly test new technologies, hardware and software
- Maintain all documentation
IT Systems
Velti’s IT Systems department is responsible for the server infrastructure globally.
We provide a high level of services in order to maintain healthy and operational datacenters. To achieve this, we use a wide selection of tools for monitoring, including Solarwinds IP monitor, Nagios and more.
Almost all physical servers are in a failover cluster configuration for redundancy and zero downtime in case of a hardware failure. We hate to have service interruptions due to a server’s hardware fault, therefore we use virtualization infrastructure, such as VMware vSphere and Microsoft Hyper-V, which can support high availability and fault tolerance. In order for these features to work efficiently, we require complex configurations and deep knowledge of the software. This is why we constantly seek to evolve our knowledge through trainings and in-depth courses, in order to be updated on the latest features, security improvements and bug causing issues.
Backup is an important task for us. We perform hourly, daily, weekly, monthly and yearly backups to ensure business continuity. The backups are on disks for faster recovery and on tapes for moving off site in case of disaster recovery.
Providing this type of support level, requires constant communication with IT Networks and Application Support teams, as in most of the cases, the contribution of all is required to provide the solution to a potential threat.
Most of our important tasks are performed after business hours, in order to avoid service interruption or to not delay the systems. This requires very good preparation and coordination. Often, difficult decisions need to be taken on the fly, therefore, we must be prepared for the worst-case scenario in every maintenance.
All members of Velti’s IT Systems team have the ability to:
- Maintain our datacenters around the globe
- Install, configure & manage the whole server infrastructure
- Setup back office & production servers upon request
- Maintain healthy back office environments through close monitoring of the servers & services
- Monitor the systems for hardware failures and replace faulty equipment
- Create automated procedures to reduce workload
- Update & upgrade the software whenever necessary
- Purchase new equipment based on the needs of the company
- Test new technologies, hardware and software
- Backup all major services for disaster recovery purposes
- Purchase domain & certificates for websites
- Keep documentation of every installed service
IT Networks
Velti’s IT Networks department is responsible for the entire network infrastructure globally.
In order to provide stability and high level support we use many tools such as TeraTerm, ASDM, Nmap, Nexus, Putty, Tftpd64, Solarwinds bandwidth analyzer, IP scanner, PingPlotter, and Wireshark.
We work very closely with the application support team in order to coordinate with partners and establish the appropriate connectivity model needed. We often face many challenges when communicating with partners due to their overseas location. Despite this, we manage to find solutions and proceed accordingly.
It is often quite challenging to obtain approvals for downtime in order to perform maintenance on the network, therefore, we try to do everything without disruption. In this mission, it helps that we have redundant units everywhere, in order to be protected from hardware failure and be able to perform security updates on the firmware of those devices.
All members of Velti’s IT Networks team have the ability to:
- Support Core and Last Mile network equipment on Velti’s datacenters and offices around the globe
- Ensure network integrity and stability , collision free connectivity environment
- Provide encrypted VPN L2L connectivity between offices/branches, projects and partners
- Route and switch configuration between endpoints
- Configure firewall rules and Access Lists allowing or denying traffic to and from specific endpoints, based on current industry standards and needs in combination with security
- Monitor, logging and debugging network traffic and bandwidth
- Communicate directly with internet providers and partners for troubleshooting in case of network and connectivity issues
- Provide, elaborate and update the supporting documentation required for proper equipment configuration and maintenance
IT DBA
Velti’s IT DBA department is responsible for the databases hosting live, staging and QA projects.
Having the databases up and running smoothly without issues is one of the most important things in order to be able to launch a project properly and efficiently. That is why we constantly monitor the database for CPU, memory and disk IO load. We use Oracle Enterprise Manager and Nagios for monitoring the entire database servers.
Downtime is a rare word in the database world. This is why we use multiple clusters in order to be able to maintain one node at a time without service interruption. This means complex setups that require advanced knowledge of technologies. To accomplish this, we cooperate closely with the IT Systems team to setup and test multipath connections on the storage and on network switches. We also collaborate with the application support team, which is the connection between BI, Dev, QA, Ops team and DBA.
All members of Velti’s IT DBA team have the ability to:
- Install, configure & manage database servers
- Monitor the performance of each database and apply necessary actions (such as create index tables etc.) for a smoother operation
- Check queries and suggest better alternatives with less cost on resources
- Ensure the hourly-daily-weekly-monthly backup procedure, so as to be safe in case of data loss
- Grant the appropriate privileges on users
- Ensure data integrity and consistency
- Update & upgrade the systems for security improvements & bug fixes