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Behind the scenes with Mohamed Kaabachi, our Newtest Consultant

Could you tell us about your work?

Right now I’m on a professional services assignment for a customer which is a leader in the telecoms sector. I work side by side with them to ensure real-time monitoring of their services.

How does your work meet the customer’s stakes?

The scope is fairly wide. We monitor the critical services that are intended for end users, namely SMS, MMS, voice (VMS), and access to the internet (data). One important part is monitoring the TV service from the set-top box, but also VoD, and streaming platforms like Netflix and others.

We come in where their network monitoring leaves off. Our strength is that we bring them the end-user view with ip-label solutions. We are positioned in the place of a user, and we can reproduce user journeys that test the whole range of services. For the customer, this means they have hypervision of all of their services.

How does end-user monitoring operate?

Using scenarios that we define beforehand, our Newtest solution monitors services. For example, it checks the availability of live channels or replay, testing both image and sound.

Monitoring is conducted behind set-top boxes as well as from mobile devices for the most innovative services:
1- E-SIM service (on a Samsung Galaxy S20 smartphone)
2- TV on mobile service (on a Samsung Galaxy S8 smartphone)
3- SMS-WIFI service (on a Samsung Galaxy S10 smartphone)

If any problems are detected, the solution issues alerts which are investigated by the teams on site. Real-time monitoring enables them take action quickly and proactively to resolve incidents.

How do you work with the customer’s internal teams?

Being on professional services assignment makes it possible to collaborate closely with the customer’s monitoring teams on their premises. This way testing can be carried out regularly and feedback can be taken into consideration on the spot to improve quality of service.

Another advantage is that I keep in close touch with the development teams at ip-label. This enables me to be very efficient, particularly when I have to roll out innovative monitoring solutions.

Each week I meet with the head of the monitoring entity. Together we go over all the priorities and agree on important deadlines.

I also work with the team in charge of customer developments and follow-up. The team presents service evolution needs to me at our monthly meetings or whenever an urgent request arises.

Recently we had a special request. Our customer provides its end customer (an automobile manufacturer) with an SMS texting service for vehicle breakdowns. The aim for this highly critical service was to set up monitoring of the SMS messages issued by the car.

In addition, network teams sometimes call on me regarding the operation of any of the monitoring equipment installed, as well as for occasional questions like access problems, installation of new VMs (virtual machines), opening communication flows, and other tasks.

All these iterations boost the teams’ efficiency and allow them to test needs and services continuously. In me, the customer has a dedicated resource on hand for any request or need for changes. In other words, I adapt to various demands and constant evolutions.

How do you account for the success of this collaboration?

It’s been more than 10 years that we’ve been working with this customer, and a real relationship of trust has developed over time. The adaptability of our solution makes all the difference; it can test any kind of service. For this customer in particular, it covers the entire scope of monitoring with its multitude of services.

Professional services is a good option for enterprises where the context is complex and requires constant agile responsiveness. One last thing: the most recent monitoring solution developments (with version 4 and soon Ekara) open a lot of additional perspectives.