HCL’s DBA Capability
Oracle CoE highlights
People
Skills Break-up
1000+
Certification
Certified
Advantage Partner
Resource Count
300
Functional
250
Technical
200
150
100
50
0
Oracle
Financials
Products
Industries
Customers






e-Business Suite
Database 8i/9i/10G
Application Server
BI
Portal
Business
Integration
 SOA
Manufacturing, Telecom,
Retail, Semiconductor,
Hi-tech, Media and
Publishing , Automotive,
Life Sciences, Banking/
Capital Market and
Insurance
75+ customers
worldwide
Oracle
HRMS
Oracle CRM Oracle SCM Oracle MFG
Oracle
& Others Technology
 Subject Matter Experts especially in
Manufacturing, Retail, Hi-tech, MPE, Automotive,
Communications, LFS and Financial Services.
 Functional and techno-functional consultants in
Oracle Financials, HRMS, Supply Chain
Management and Manufacturing Modules.
 HCL Oracle Universe has 50+ DBAs supporting
all Oracle products (Oracle Apps, PeopleSoft,
JDE, Oracle Portal, Hyperion)
HCL Oracle Universe Snapshot
Core Packaged
Applications
Industry
Solutions
New Dimension
Applications
Oracle
Technologies
 OPSM
 OTM
 BA/BE
 Agile
 EPM – OBIEE (Siebel Analytics
& Hyperion)
 PeopleSoft 8.3 - 9.1
 Siebel 7.x - 8.1
 JD Edwards – XE A9.1
& E1 9.0
 OC, RDC, TMS
 Hyperion
 SOA & BPM
 ARGUS/AERS
 Demantra
 ADF and OA
 Database 10G/11G
 Application Server
Design & Product Blue Print
Implementations, Configuration & Development
Deployment &
Maintenance
Application Management/ Operations Consolidation
Global Rollout
Upgrade and Migration
Joint Product
Development (OPSM, PS
to Oracle Integration)
Assessment Services
Strategic Enablers
Oracle Solution Labs (Sandbox & POC) in Chicago and Chennai
OPN Lab in Chennai
Pre-built solutions, IP’s/ Frameworks, Solution Accelerators & reusable components
Technologies
Packaged Application
 Oracle E-Business Suite 11i,
R12i
Oracle relationship canvas
HCL is an Oracle Platinum Partner and a Reseller of the
Oracle eBusiness Suite – Special Edition - India
Product development
Jointly working with Oracle Corp R&D center in India on DB Vault
(Identity Management); involved in Beta testing prior to product
releases
Joint Go-to-Market strategies
In the US, with initiatives underway across geographies in the
APAC and ANZ region
Participation in Events & Regional User Groups
Paper Presentations
on SCM, CRM, Projects, Core Oracle Technologies
Executed highly successful projects
now used as reference by Oracle Corp
Oracle
Universe
CoE
DBA
Center
of-DBA
Excellence
Oracle Apps, People Soft, Sql Server,
JD Edwards
• Support & Upgrade Experience
• Implementation Experience
• Experience in liaison with current Business
Users and partner relationship
• Initiated R12 Upgrade process at Client
Place.
Strong expertise in Maintenance & Support
• Dedicated DBA Team as Centre of Excellence for
various technologies – Oracle, EAI, BI/DW, Siebel,
Sql Server and PeopleSoft
• Building Capability on Vertical & Horizontal
Solutions
• Low attrition Rate, Knowledge Transfer and
internal support for Oracle Universe
Subject Matter Experts
Quality Processes & Infrastructure
•
•
•
•
Matured Application Support Methodology
Offer Cross training to consultants
HCL strong offshore infrastructure
KROSS – Support Knowledge repository
• 85% of HCL DBAs are certified on Oracle 10g
• 65% of HCL DBAs are certified on Application
Databases
DBA CoE Highlights
Streamlined Knowledge Transition Methodology and DBA Cross
Training on Database Products.
•Long Term Support (Onsite-Offshore Model)
•Quick Turnaround time for Issues
DBA Capabilities

Different models supported:
 9x5
 18 x 5
 12 x 5
 24 x 5
 24 x 7 (with 3 shifts)

Perform all DBA activities like:
 Installation, configuration, capacity planning, backup & recovery configuration
and performance tuning
 Disaster recovery / BCP configuration and support
 Support for SoX compliance and enabling SSO for enterprise
 Except system administrator activities like taking backup, loading tapes, adding
disk storage
Database Implementation Methodology
Offshore DBA Services
Enabled by
HCL
DBA
Process Guide
Phase 1 : Knowledge transition from onsite.
Phase 2 : Offshore Transition and Kick-off Operations for handling less
priority tickets
Phase 3 : Offshore support to offshore steady state and enhanced support to
handle Sev 1 tickets



Sev 3 tickets : Relating to Planned Releases (less priority tickets)
Sev 2 tickets : Relating to Priority – Standard
Sev 1 tickets : Relating to Priority High and Priority Emergency,
coordination with system administrators for disaster recovery and
operational recovery.
Offshore DBA Support - Model
Knowledge Transition
Mobilization
 Identify the framework
of the project.
 Identify the manner of
execution
Knowledge Acquisition

Business and organization
overview

System and architecture overview

System usage including
demonstrations and walk-through
of user manuals/procedures

Backup and Recovery Procedures.

System operations, database
administrations, support and
administration requirements

Walk-through of country-specific
requirements and versions,
including compliance regulations

Ramp-up of Offshore resources
and Knowledge Transfer from
Onsite to Offshore (Active /
Passive)
 Setup Quality Plans
 Sep Communication &
Escalation Plan
 Identify infrastructure
requirements, if any
 Identify channels of
communication
 Prepare resources for
transition
Transition Readiness
 On-the-job training
to HCL's support
and maintenance
team.
 To achieve
increasing level of
productivity, which
can be tracked and
measured, with a
provision to provide
additional training,
if any weaknesses
are noticed.
 To validate the
documented
processes and
incorporate any
lessons learned.
Offshore DBA Support - Model
Offshore Transition & Kickoff
Transition Planning
Process Development
 Engagement
objectives, critical
success factors,
scope,
phases/milestones.
 Detailed work plan
and a high-level plan
for the offshore
phases.
 Roles and
responsibilities.
 Support &
Maintenance activities
 Defining scope &
objectives of offshore
transition
 Gathering &
documenting Client’s
existing processes and
standards
 Consolidating
knowledge transfer
processes.
 Controlling and
Reporting
Monitoring
Coordination
 End User Monitoring
 Transaction
Monitoring
 Log Monitoring
 Session Monitoring
 Process Monitoring
 Usage Patterns
 System Performance
 Availability
 Ticket Assignment
 Escalation
Management
 Resource Allocation
(ramp up / ramp
down)
Development/Test
Problem Management
Release Management
 DB Cloning
 Database
Administration
 Backups
 Patch Management
 Interface mgmt (if
any)
 Performance
Tuning
 Interface Issues
 Diagnostics
 Problem
Identification
 Root Cause
analysis
 Problem resolution
 Manage all
releases to test
environment
 Patch Management
Offshore Parallel
Support
 Second level
offshore support
is initiated.
 Medium and low
priority issues will
be handled
offshore during
this period
Offshore DBA Support - Model
Offshore Support to Offshore Steady State
Process Stabilization
Total transition
where HCLT fully
takes over from
the current
Support Vendor
Steady State Offshore
Client will have the
full responsibilities
as defined in the
engagement scope
and steering
committee will
monitor the progress
of HCL Support for
supporting Client
systems.
Resource Planning
Meetings
Periodic resource
planning meetings
(at least monthly)
to identify next
quarter resource
requirements
DBA System Monitoring & Working Model
DBA Monitoring
Knowledge Transfer
Prepare KT document
System level
Monitoring
Database
Monitoring
Application
Monitoring
Prepare Daily
Activities
Schedule Daily Activities
Status update
to DBA Team
Perform Specific
Operations
Sign-Off
Sample Work Flow for managing tickets
* Weekly Report
* Status update
* Log Analysis
Client IT Users
Log Issue/
Incidence
Through Mails
Status
update
*
*
*
*
Client - PROGRAM MANAGER
Analyze the Request,
Followup on the requests,
Validating the user,
Track to closure.
HELP DESK
Through Calls / Voice Mails
NO
Ticket Logged in
System?
HCL PROGRAM
COORDINATOR
YES
* Initial Troubleshooting,
* Checking and updating the
right category of requests,
* Allocate the right assignee,
Acknowledge &
Ananlyse
Log Ticket
YES
Resolve immediately
Or suggest work
around
Is it Prority 1?
NO
Research/
Discuss with
Consultant
* Assign severity
* Allocate assignee
NO
Raise TAR &
follow thru
YES
Product Bug?
NO
User accepted?
Train User
Resolve issue
YES
Update
knowledge
repository &
Help Desk
Move To
Production
Instance
Test Solution on
Test Instance
Resolved?
End
NO
YES
Create SoP/
guidelines &
update on Intranet
Client Personnel
HCL Team
HCL’s Value Proposition
Checklist based assessment
We discover overlooked issues deep within your database environments that may be causing poor
performance and slowing down your operations
Application Practice
Database administration is not restricted to Core Database infrastructure alone, but spans across
the application landscape as well, giving you a robust support framework.
Increased Availability
Take advantage of our DBA maintenance services and decrease the chance of sudden failure. Our team proactively monitors problem areas and fixes them before they can cause havoc due to instance down
times/systems crash.
Improved Performance & Risk Management
Regular MIS reports and Dashboard generated tracks; evaluation of application and database
performance and growth, with pro-active steps taken to mitigate risk and improve system up-time
Flexibility
With requirements on DB management increasing by the day, HCL’s strong skill-base of experts give you the
flexibility to find the right resource with the right knowledge to augment your team during project crunches.
Service Delivery: Tools & Accelerators
eBizSmart
Upgrade Tool
PROVEN
TOOLS
eBizSmart Upgrade
Tool
DB Monitoring
Tool
Smart Migrate
Data
Parlour
DB Monitoring
Tool
Blue Whale
Framework
Business
Security
Control
Unique
Solutions
Helps in packaged application upgrade from lower to higher versions
Automated tool for remote database monitoring
SmartMigrate
Automated tool for data migration from any legacy applications to Oracle 11i
Sample Expertise
CLIENT
ORACLE E-BUSINESS SUITE MODULES
SERVICE LINES
The Largest Global Conferencing
Service Provider (US, Europe)
SCM: INV, Purchasing, Drop Shipment, OE,
iProcurement, Fin: OFA, GL, AP, AR, Asset
Management, CM, CRM: TeleService, Sales
Online, Marketing Online
Implementation, Maintenance & Support, Upgrade, RICE, Database
Management including RAC implementation, cross platform migration
Leader in Network Infrastructure
Equipment (USA, other global
sites)
Fin: GL, AP, AR, HRMS - HR, Advanced
Benefits, SCM: INV, Mfg – BOM, Self Service iProcurement, iExpense, Self Service HR
Maintenance & Support, RICE, and Database migration that includes
database upgrade & ticket based support using PMO Dashboard
Tier 1 Automotive Supplier (USA,
Europe, Asia Pacific)
SCM: OM, INV, PO, Configurator, MFG: BOM,
WIP, Costing, MRP/MPS, Quality, FIN: GL, AP,
AR, FA, CM,
Implementation, Upgrade, Maintenance & Support, Global Roll-out, and
Database management through the onsite-offshore model
Retail Giant in the Asia Pacific
Region (Hong Kong, China,
Taiwan, Thailand, Malaysia,
and Singapore)
SCM: OM, PO, FIN: GL, AP, AR, FA, CRM: Ser
Cont, Sales, Marketing, Install Base, Field
Service
Implementation, Global Roll-out, Upgrade, RICE, Database
Management including performance tuning of retail application Retek
World leader in Information
Storage Systems (USA, Ireland)
SCM: Oracle Configurator, INV, OE, Shipping,
FIN: Project Accounting, CRM: iStore, Quoting,
Telesales; MFG:BOM, WIP
Application Maintenance & Support, RICE, Upgrade, Database
Management including maintenance & support in Oracle applications
and database at onsite
A Renowned Retail Company in
Indiana (USA)
FIN - GL, AP, AR, Mfg - WIP, MRP, OM & Dist OM, PO, WMS, Shipping, MSCA, CRM - IC
Implementation, RICE, Post Implementation support, Application
maintenance and database management during non-business hours
MFG, FIN
Implementation, Implementation assessment, Up-grade, RICE, Post
Implementation support, Application Maintenance and database
management including database & application upgrade, cross platform
migration from NCR UNIX to Linux
A major Retail Company in
Malaysia
Case Study 1
Leading manufacturer of Software & Storage for Info. Management
Challenges
Infrastructure
• Oracle
11i
Applications
Benefits
with
48
• 24*7 Production Support and Minimum
Applications Server and DB Server
production down time for maintenance
maintain by HCL Onsite & Offshore
• Upgrade of Application as well as
team.
database
• DR server maintain in different location
and data synchronized online by every
15 minutes.
• SUN OS
• Configuring 48 Application Nodes with
single Database.
New Technology components
are configured like Hardware
Load Balancing , 48 Application
Nodes, Mobile Applications
Servers and Automatic memory
tuning
Oracle Enterprise Manager has
been integrated with OEBS sign
on, through which client can see
all the patches applied on the
DBA Support
Achievements
system and can monitor
Concurrent Manager Activities
• Maintain common instance for application
and other tools
• HCL DBA team spread with 6 Onsite
DBA’s and 4 offshore DBA.
• 65 databases are maintain by DBA team.
 Completed the Database Upgrade
activity with in a scheduled period.
 Patches applied on Heterogeneous
Network
 Hardware Load Balancer with 48 nodes
were maintained.
etc
Shared Appltop Load Balance -
new Technology introduced
where it reduces drastically the
down time of Applications and
Improve the Performance.
Case Study 2
Leading Publishing Company
Infrastructure
Challenges
• Over 210 Oracle databases (7.x – 10g)
• 24 * 7 Production Support and
running on different operating systems
Minimum production down time for
maintenance
maintained by Elsevier/HCL Onsite &
the Databases
• The setup includes Applications using
Oracle Databases, Oracle Application
• OS - SUN, HP-UX ,AIX, Windows
server, RAC and Data Guard
• Support/Resolve all tickets from
offshore through a centralized Help
Desk System
DBA Support
• Maintains
Production, Development and
Achievements
Acceptance Environments
• HCL DBA team spread with 1 Onsite DBA
and 3 offshore DBAs.

• Over 210 databases are maintained by
DBA team.
• Support for Database
Code Migration
Benefits
• HCL Primary Owner for most of
HCL Offshore team.
within the SLA

Issues, Backup,
Resolved all Support calls
Streamlined Backup process
for all the databases providing
a daily status report.
• End User support from HCL Team
from Onsite and Offshore.
• Oracle Enterprise Manager has
been used to maintain 210 Oracle
Databases.
• 1 Onsite and 3 Offshore DBA
model .
Case Study 3
Leading Tier 1 Automotive Supplier
Infrastructure
• Oracle
11i
Challenges
Applications
with
Applications Server and DB Server
maintain by HCL Offshore team for
USA and Europe.
• 18 * 5 Production Support and
Minimum production down time
for maintenance
HCL Offshore team for both location
as database
instance
for
• HCL DBA team spread with 2 offshore
DBA Support extended to
offshore Development
• Completed the instance clone using
Custom
utility
for
reducing
the
Refresh instance down time.
• Continuously Supporting the instance
DBA.
team.
by HCL Offshore team.
Achievements
application and databases.
• 15 databases are
15 Databases is maintain
• SUN OS
DBA Support
common
Long Term Support
• Upgrade of Application as well
• Additionally 4 instances is maintain by
• Maintain
Benefits
maintain by DBA
Since 2002.
team.
Case Study 4
Leading Fortune 500 Pharmaceutical Client
IT ENVIRONMENT
150+ Windows Servers, 1500+ UNIX Servers
3500 Databases ( 3000+ Oracle databases, 50+ ERP
databases, 150+SQL databases, 50+ DB2, 100+
SAP)
1.5 Mn batch jobs a month
Client Benefits
Creation & Documentation of Run Books
Efficient Global support model
Creation & Documentation of Standard Operating Procedures
and Work Instructions
Proactive Database Management in line with Industry Best
Practices.
Robust Service Level management process for taking
ownership of availability & Performance SLA’s
Multiple Vendor co-ordination in service delivery
ITIL based support and reporting
HCL Deliverables
24*7*365 support for Business Critical, High
Available databases with appropriate business
continuity plan
KT Run book
Capacity planning
Database performance tuning
Contribution and compliance to Backup and
Recovery strategies
Support client Replication environments
Support various versions of Databases – Oracle
7/8i/9i and 10g ; SQL 2K to 2005
ERP Upgrades
Ongoing support for applying security patches
on regular basis
Support ERP team ( PeopleSoft/JDE) to resolve
performance issues
Perform Regular Refreshes
DB patches & upgrades
Oracle installation and database creation
Patching and migration activities
Event monitoring using Oracle Enterprise
Manager (OEM)
Delivery of projects
Thank You