Centralized Security Management Function for enhanced Cyber Security Support Services for State-owned flag carrier airline based in UAE


The client was the largest airline carrier of the United Arab Emirates. They approached Coforge with a detailed scope of work to improve their growing business, services, and cybersecurity. Coforge was able to deliver on the project and also on other aspects not defined in the original scope of work to ensure maximum benefit to the client.

About the client

The client is the largest airline and flag carrier of the United Arab Emirates. Based in Dubai, the airline is a subsidiary of a group of companies owned by the government of Dubai’s Investment Corporation of Dubai. They have a fleet size of 270, fly to 157 different destinations, and have a diverse workforce with employees from 172 nationalities.

Business Challenge

The client was looking for Coforge to provide the following:

  • 24x7 support and coverage for in-scope service
  • End-to-end management of in-scope service as per RFP
  • Support under managed services and improved service delivery and operations for the following processes:
    • Incident and problem management
    • Capacity management
    • Change management
    • Business continuity testing
    • Third-party vendor coordination and SLA management
    • Support to the company’s growing business
    • Support to the company’s cybersecurity team to execute transformation projects
    • Continuous service improvement
    • Monitoring and generating weekly, fortnightly, and monthly reports for SLA, KPIs, service availability, capability, and business continuity
  • Implementing BCM – L2 for service and L3 for the technology landscape
  • Support to adhere to the SLA, OLS, and RACI matrix

Our Solution

  • Coforge decided to follow the ITILv3 process. It was agreed with the client that the best way forward was to underpin the contract with the supplier and OEMs. Coforge further developed PDCA to drive efficiency (DEMING Circle).
  • Coforge implemented the following technology as part of this project:
  • Network Security: Firewalls and firewall management solutions, IPS, reverse proxy services, SSL and PKI certificate management, remote access solutions (S2S, C2S), ACS, ISE 
  • Platform Security: Multi-factor authentication solution, Antivirus, and email encryption

Delivering More Value

In addition to meeting the client’s goals, Coforge provided further tech support in the following areas:

  • Delivery Location - Onsite service management and onshore service delivery teams were assembled at the Coforge office in Dubai to assist the client
  • Multiple Touch Points – Coforge managed the platform and network security service based on the agreed SLA, OLA and KPIs
  • Service Windows – Coforge provided the client with 24x7 support
  • Resource Mix – Coforge offered engineering and technology experts, 100% onshore support, and additional capacity support through a CPE team
  • Coforge defined the RACI matrix and SLA with the network, server, storage, workplace, and service desk teams for day to day operations

Process improvement was also effected for:

  • Incident/Request
  • Problem
  • Change
  • Configuration
  • BCM

The following processes were not clearly defined in the scope of the project but were also implemented by Coforge as part of the project for maximum benefit to the client.

  • Network, server, storage, workplace, active directory, access, and other towers  t
  • Engineering, design, and architecture support for network and platform security service
  • Process engineering and policy management
  • Change advisory board administration and service desk including SIEM monitoring and event management
  • Technology refresh – Add-on project support 
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