Mobile Interactive Technology (MIT) Operations underpins the delivery of all products and services to our clients by continuously monitoring and testing platform and operator availability, hardware stability and campaign integrity. By adopting the core principles of the ITIL Service Delivery framework, MIT Operations has created and implemented end to end processes around Incident, Problem and Change Management as well as specialised bespoke solutions.

Service Structure:

The MIT Operations team consists of 10 members of staff covering functions from Customer Care, Incident Management through to technical client integration and complex traffic analysis and monitoring. The team has continuously grown to reflect MIT’s expanding service, product and client portfolio as well its commitment to delivering quality support at hours that correspond to the key services run by our clients.

The department delivers transparent and auditable support tailored to our client’s requirements ensuring all delivery teams are aligned.

The team is based at MIT’s Waterloo offices but also has full remote access to all core systems. All members of staff receive ongoing training in the following areas:

• MIT Products and Services
• MIT Support Processes
• Regulatory compliance policy

MIT Operational support is available as a shared resource or alternatively tailored to a dedicated managed service. Additionally MIT can arrange for personnel to be made available outside working hours to support specific one off campaigns upon request.

MIT’s Head of Operations is responsible for delivering Operational Account Management to managed service clients including:

• Incident Reports issued within 24 hours of issue being raised
• Weekly meetings and minutes
• Monthly Reports: (minuted and reviewed) detailing:
  • Management Summary
  • Incident Management Review
  • Problem Management Review
  • SLA and KPI performance
  • Availability statistics
  • Change Management Review
  • Short codes and price points
  • CSIP activities