Operations and Maintenance at THT

広報
Jul 10, 2021
3 min read

Updated: Jul 29

Preventing problems before they happen is just as important as solving them.

Operational Solution Department

Please tell me about the "operations" of THT.

At THT, we define "operations" as the work involved in maintaining the overall health and stability of a deployed system.

It includes three core activities:

<Definition of Operations>

"Monitoring": Observing system performance and checking event logs
"Collection": Gathering log data and reports
"Management": Handling system updates and changes, managing backups, and responding to incidents such as system errors

In essence, operations involve constantly understanding how the system is functioning and identifying what is happening in real-time.

What kind of tasks are involved in THT's "maintenance" services?

"Maintenance" refers to the work required to keep systems running smoothly and to restore them quickly when issues arise. For example, we may need to replace faulty hardware, fix bugs in applications, perform system updates, scale the system to meet growing needs.

THT provides one-stop support including coordination, instruction issuance, and even on-site supervision during maintenance work. Most importantly, we view preventative action as a critical part of maintenance. Our goal is to stop problems before they happen.

If a system failure does occur, we act quickly to identify the cause and take corrective action. Based on past case data, we assess the urgency, notify the responsible department, and begin investigating the impact. If no past case exists, we notify the responsible department, request vendor support, and assess how the incident affects business operations.

Ultimately, it's about proactive maintenance, detecting signs of trouble before they escalate into actual problems.

Do you have any interesting episodes to share?

Yes, some time ago, a call center experienced a network failure in the middle of the night. We investigated the issue thoroughly but couldn't find any problems with the devices or software. After a process of elimination, we suspected that the issue might be due to a damaged cable inside the building. To ensure the client's operations wouldn't be disrupted the next day, we rushed to the site immediately and quickly identified the cause of the disconnection.

How did you figure it out?

We noticed a sunflower seed had fallen near the damaged cable. Based on the nature of the break, we suspected that it had likely been chewed by a small animal.

Easy to understand!

How did you respond to the situation?

The client arranged for a specialist company to implement measures to keep small animals from entering the building. We also replaced the damaged cable with one that contains materials small animals dislike, helping to prevent similar issues in the future.

I see! So, the solution was guided by identifying the root cause and applying a targeted countermeasure.

What are you doing to improve the accuracy of your work?

To enhance the accuracy of my work, I focus on continuously developing my knowledge and technical skills. This includes understanding the overall structure and mechanisms of systems, researching case studies, and honing my ability to anticipate potential issues before they arise. Curiosity, attention to detail, imagination, and the drive to explore are all essential qualities that I actively cultivate.

In fact, beyond technical skills, communication and execution accuracy are even more important. At THT, we also emphasize note-taking skills as a core part of reliable operations.

I got it.

What are the evaluations from clients?

Since we're involved from the very beginning, such as the installation of the call center's telephone infrastructure, we're able to respond swiftly not only to daily operations but also in emergency situations, even where other providers might struggle. Rather than simply working with the client, we operate as one team. This allows us to go beyond operational support, we also proactively propose improvements to their workflows. We've received very positive feedback for building a true win-win relationship.

Thank you very much. It's clear that when you entrust your operations to THT, you're gaining more than just a service provider, you're getting a partner who brings a professional perspective and contributes to business improvement.