Scaling CPE Device Management for Millions of Subscribers with AWS-Hosted EMS Managed Services

Background

A leading Media Broadcaster and Telecommunications Provider required a centralized platform to manage, monitor, and troubleshoot millions of customer-premises equipment (CPE) devices distributed across its subscriber network. As device volumes continued to grow, the organization needed greater visibility into device health, diagnostics, and performance while ensuring high service availability and superior customer experience.​

To address these challenges, Tata Elxsi was engaged to support the organization's AWS-hosted Element Management System (EMS), providing end-to-end device management, service assurance, cloud operations, monitoring, governance, and managed services support.

Challenge

The engagement involved addressing multiple operational and service management challenges:​

• Large-Scale Device Management: Managing millions of customer-premises devices across a highly distributed environment.​
• Service Assurance & Visibility: Providing real-time visibility into device health, diagnostics, telemetry, and service performance.​
• Operational Reliability: Ensuring uninterrupted platform availability and rapid incident resolution to maintain customer satisfaction.​
• Cloud Operations Management: Supporting a complex AWS-based architecture while ensuring scalability, security, and operational efficiency.​
• Governance & Compliance: Establishing structured incident, problem, and change management processes with strong governance controls.

Solution

Tata Elxsi provided comprehensive managed services support covering device lifecycle management, cloud operations, monitoring, service assurance, and platform governance.​

Key highlights of the solution included:​

Device Management & Service Assurance​

• Device provisioning and lifecycle management​
• Remote diagnostics and troubleshooting​
• Telemetry monitoring and service assurance​
• Device health analytics and performance insights​
• Subscriber service support operations​

AWS Cloud Operations​

• AWS infrastructure administration​
• Cloud operations and platform management​
• Security and compliance support​
• Performance optimization and monitoring​
• Release and patch management​

IT Service Management​

• Incident management​
• Problem management​
• Change management​
• RCA and governance support​
• SLA-driven operational governance​

Monitoring & Reliability Services​

• Platform monitoring and alerting​
• Event management and proactive operations​
• Service health tracking​
• Availability management​
• Continuous service improvements​

Impact

The engagement delivered measurable business and operational outcomes.​

• Enhanced Platform Stability: Improved overall platform reliability through proactive monitoring, cloud operations, and managed service governance.​
• Superior Customer Experience: Faster issue identification and resolution improved service quality for millions of subscribers.​
• Operational Excellence: Established structured incident, problem, and change management processes to improve operational efficiency.​
• Improved Service Assurance: Enabled deeper visibility into device health, diagnostics, telemetry, and performance management.​
• Strengthened Governance: Delivered governance frameworks, SLA reporting, compliance controls, and root-cause management capabilities.​
• Continuous Improvement: Ongoing optimization initiatives enhanced service availability, operational responsiveness, and platform performance.

Services Rendered

• Device Management & Service Assurance​
• AWS Cloud Operations​
• 24x7 Managed Services​
• Infrastructure Monitoring & Alerting​
• Incident, Problem & Change Management​
• Security & Compliance​
• Release & Patch Management​
• Governance & SLA Reporting​
• RCA & Operational Governance​
• Continuous Service Improvement (CSI)​
• Service Desk Operations​
• Cloud Infrastructure Administration