REPORT

For

Internship At

CONCENTRIX DAKSH SERVICES INDIA PVT LTD

Study of IT-Operations

Presented By:
Manica Kathuria
The NorthCap University
Gurugram
India
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CERTIFICATE
This is to certify that the project report titled Study of IT- Operations
submitted by Manica Kathuria under Concentrix Daksh Services India Pvt. Ltd.,
as part of the degree of Bachelor of Technology in Electronics and
Communication at The North Cap University, Gurugram, is a record of bona
fide work carried out under my supervision and has not been submitted
anywhere else for any other purpose.

Mr. Sudesh Kumar

IT Service Delivery Manager
Concentrix Daksh Services India Pvt. Ltd.
Gurugram

ACKNOWLEDGEMENT
I wish to acknowledge, with a great sense of gratitude, the guidance, inspiration
and encouragement, which I received from my learned guide Mr. Sudesh
Kumar, IT Service Delivery Manager, Concentrix Daksh Services India Pvt.
Ltd., Gurugram, in accomplishing this work.
I wish to record my heartiest thanks to him for granting me the permission to
work as an intern in this esteemed organization.
I would also thank entire staff of Concentrix Daksh Services India Pvt. Ltd. who
has directly or indirectly helped in making my training a success.

(Manica Kathuria)

TABLE OF CONTENTS

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INTRODUCTION
ABOUT CONCENTRIX
WORKING AT CONCENTRIX
WORKING IN IT DEPARTMENT
BASICS OF NETWORK
TOOLS USED BY NETWORK DEPARTMENT
CONCLUSION
REFERENCES

INTRODUCTION
I was offered a short term internship at Concentrix Daksh Services India Pvt. Ltd. from
03.06.16 to 04.07.16. My mentor was Mr. Sudesh Kumar, IT Services Delivery Manager, and
I was working under him, with his team.
My report on Study of IT-Operations briefly explains my experience of working as an
Intern in the IT department of Concentrix Daksh Services India Pvt. Ltd. Being an IT Intern I
had the opportunity to learn and work with the System Admins, System Engineers as well as
in the Network Department. The report also talks about the various softwares and tools used
by the IT department.
Concentrix is a global business services provider with a huge cliental. The IT departments
basic work is to provide solutions to the various issues faced by the employees working on
different processes.

ABOUT CONCENTRIX DAKSH SERVICES PVT LTD

Concentrix is a high value business services company founded in 1991. It is a wholly owned
subsidiary of Synnex Corporation.
Headquarter: Fremont, CA, USA
CEO: Chris Caldwell
Based in 24 countries with a staff of more than 70,000 who speak 40+ languages, Concentrix
offers services in 10 industries: Banking & Financial Services, Healthcare & Pharmaceutical,
Insurance, Technology, Consumer Electronics, Retail & e-Commerce, Government & Public
Sector, Media & Communications, Automotive and Travel, Transportation & Tourism.
Concentrix works on the philosophy of 3Vs, where the Vs stand for: Visibility, Velocity and
Value.
Daksh eServices was India's third largest business process outsourcing firm.
Headquarter: India
CEO: Sanjeev Aggarwal
Daksh was acquired by IBM in 2004 and further IBM Daksh was sold to concentrix, now
Concentrix daksh.

WORKING AT CONCENTRIX
On my joining day, we had an induction. During the induction, we were explained about the
company details, the norms and policies for employees, its facilities like transport for
employees etc.
We were further explained about the PSHR or People Soft HR which is tool for the
employees of concentrix where we had to update our attendance, everyday. Any other
employee related issues and discussions are done on this tool itself.
We were also introduced to POSH or Prevention for Sexual Harassment which is a tool for
women safety. The security officials also introduced themselves.
We were issued temporary ID Cards for access to the office.
Concentrix is a company that ensure employee safety, security and satisfaction.
Working at concentrix is a fun, lively and rewarding experience. There is great team spirit
throughout the whole business with a relaxed but productive atmosphere.

WORKING IN IT DEPARTMENT
The IT department at Concentrix Daksh Services India Pvt. Ltd mainly works on the Help
Desk Ticketing System which is a tool to lodge and monitor tickets. If any employee, from
anywhere in the world, of any process, faces any IT related issue, they lodge a ticket. These
tickets are collected at the Global Help Desk and from there it is transferred to different
locations accordingly. At the particular location, the tickets are assigned to different engineers
and the engineers are to solve the issue.
There can be many issues ranging from user needing access to a shared drive to
malfunctioning of the software of the particular process. Mostly engineers are fixed for a
particular process and once a ticket is assigned to them it is their duty to close the ticket.
Concentrix offers services in 10 industries: Banking & Financial Services, Healthcare &
Pharmaceutical, Insurance, Technology, Consumer Electronics, Retail & e-Commerce,
Government & Public Sector, Media & Communications, Automotive and Travel,
Transportation & Tourism. And thus they have processes from the above said industries.

VLAN

or

Virtual

LAN

A local area network, or LAN, provides the nodes connected to it with direct (Layer 2) access
to one another. It is usually comprised of one or more Ethernet switches. Computers on
different LANs talk to each other using Layer 3 (IP), via a router.
A virtual LAN (VLAN) abstracts the idea of the LAN; A VLAN might comprise a subset of
the ports on a single switch or subsets of ports on multiple switches. By default, systems on
one VLAN don't see the traffic associated with systems on other VLANs on the same
network.
VLANs allow network administrators to partition their networks to match the functional and
security requirements of their systems without having to run new cables or make major
changes in their current network infrastructure. IEEE 802.1Q is the standard defining
VLANs; the VLAN identifier or tag consists of 12 bits in the Ethernet frame, creating an
inherent
limit
of
4,096
VLANs
on
a
LAN.
Ports on switches can be assigned to one or more VLANs, allowing systems to be divided
into logical groups -- e.g., based on which department they are associated with -- and rules to
be established about how systems in the separate groups are allowed to communicate with
each other. These can range from the simple and practical (computers in one VLAN can see
the printer on that VLAN, but computers outside that VLAN cannot), to the complex and
legal (e.g., computers in the trading departments cannot interact with computers in the retail
banking departments).
At concentrix as well, using the concept of VLAN, different processes are given different
VLANs and further these processes are addressed with their respective VLANs. Depending
on the usage of each process, processes are given one or two VLANs.
I, being a member of the IT department worked with different systems engineers and went to
the floors of different processes, solving the issues.

BASICS OF NETWORK
I worked with the network team for about 10 days and learnt the basics of network that the
team uses.

IP-ADDRESS
Internet Protocol address is a numerical label assigned to each device (e.g., computer,
printer) participating in a computer network that uses the Internet Protocol for
communication. An IP address serves two principal functions: host or network interface
identification
and
location
addressing.
The designers of the Internet Protocol defined an IP address as a 32-bit number and this
system, known as Internet Protocol Version 4 (IPv4), is still in use today. However, because
of the growth of the Internet and the predicted depletion of available addresses, a new version
of IP (IPv6), using 128 bits for the address, was developed in 1995. IPv6 was standardized as
RFC 2460 in 1998, and its deployment has been ongoing since the mid-2000s.
IP addresses are usually written and displayed in human-readable notations, such as
172.16.254.1 (IPv4), and 2001:db8:0:1234:0:567:8:1 (IPv6).

SUBNET MASK
An IP address has two components, the network address and the host address. A subnet mask
separates the IP address into the network and host addresses (<network><host>). It is called a
subnet mask because it is used to identify network address of an IP address by perfoming a
bitwise and operation on the netmask.
A Subnet mask is a 32-bit number that masks an IP address, and divides the IP address into
network address and host address. Subnet Mask is made by setting network bits to all "1"s
and setting host bits to all "0"s. Within a given network, two host addresses are reserved for
special purpose, and cannot be assigned to hosts. The "0" address is assigned a network
address and "255" is assigned to a broadcast address, and they cannot be assigned to hosts.

GATEWAY
A gateway is a network point that acts as an entrance to another network. On the Internet, a
node or stopping point can be either a gateway node or a host (end-point) node. Both the
computers of Internet users and the computers that serve pages to users are host nodes

PING
Ping is a computer network administration software utility used to test the reachability of a
host on an Internet Protocol (IP) network. It measures the round-trip time for messages sent
from the originating host to a destination computer that are echoed back to the source. The
name comes from active sonar terminology that sends a pulse of sound and listens for the
echo
to
detect
objects
under
water.
Ping operates by sending Internet Control Message Protocol (ICMP) Echo Request packets to
the target host and waiting for an ICMP Echo Reply. The program reports errors, packet loss,
and a statistical summary of the results, typically including the minimum, maximum, the
mean
round-trip
times,
and
standard
deviation
of
the
mean.

TRACE
In computing, traceroute is a computer network diagnostic tool for displaying the route
(path) and measuring transit delays of packets across an Internet Protocol (IP) network. The
history of the route is recorded as the round-trip times of the packets received from each
successive host (remote node) in the route (path); the sum of the mean times in each hop is a
measure of the total time spent to establish the connection. Traceroute proceeds unless all
(three) sent packets are lost more than twice, then the connection is lost and the route cannot
be evaluated. Ping, on the other hand, only computes the final round-trip times from the
destination
point.
The traceroute command is available on a number of modern operating systems. On Apple
Mac OS, it is available by opening "Network Utilities" and selecting "Traceroute" tab, as well
as by typing the "traceroute" command in the terminal. On other Unix systems, such as
FreeBSD or Linux, it is available as a traceroute(8) command in a terminal. On Microsoft
Windows, it is named tracert.

LATENCY
Network latency is an expression of how much time it takes for a packet of data to get from
one designated point to another. In some environments, latency is measured by sending a
packet that is returned to the sender; the round-trip time is considered the latency.

MAC
A media access control address (MAC address), also called a physical address, of a computer
which is a unique identifier assigned to network interfaces for communications on the
physical network segment. MAC addresses are used as a network address for most IEEE 802
network technologies, including Ethernet and WiFi.

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ARP
The address resolution protocol is a protocol used by the Internet Protocol (IP), specifically
IPv4, to map IP network addresses to the hardware addresses used by a data link protocol.
The protocol operates below the network layer as a part of the interface between the OSI
network and OSI link layer. It is used when IPv4 is used over Ethernet.
The term address resolution refers to the process of finding an address of a computer in a
network. The address is "resolved" using a protocol in which a piece of information is sent by
a client process executing on the local computer to a server process executing on a remote
computer. The information received by the server allows the server to uniquely identify the
network system for which the address was required and therefore to provide the required
address. The address resolution procedure is completed when the client receives a response
from
the
server
containing
the
required
address.
An Ethernet network uses two hardware addresses which identify the source and destination
of each frame sent by the Ethernet. The destination address (all 1's) may also identify a
broadcast packet (to be sent to all connected computers). The hardware address is also known
as the Medium Access Control (MAC) address, in reference to the standards which define
Ethernet. Each computer network interface card is allocated a globally unique 6 byte link
address when the factory manufactures the card (stored in a PROM). This is the normal link
source address used by an interface. A computer sends all packets which it creates with its
own hardware source link address, and receives all packets which match the same hardware
address in the destination field or one (or more) pre-selected broadcast/multicast addresses.
The Ethernet address is a link layer address and is dependent on the interface card which is
used. IP operates at the network layer and is not concerned with the link addresses of
individual nodes which are to be used. The address resolution protocol (arp) is therefore used
to translate between the two types of address. The arp client and server processes operate on
all computers using IP over Ethernet. The processes are normally implemented as part of the
software
driver
that
drives
the
network
interface
card.
There are four types of arp messages that may be sent by the arp protocol. These are
identified by four values in the "operation" field of an arp message. The types of message are:
1. ARP request
2. ARP reply
3. RARP request
4. RARP reply
To reduce the number of address resolution requests, a client normally caches resolved
addresses for a (short) period of time. The arp cache is of a finite size, and would become full
of incomplete and obsolete entries for computers that are not in use if it was allowed to grow
without check. The arp cache is therefore periodically flushed of all entries. This deletes
unused entries and frees space in the cache. It also removes any unsuccessful attempts to
contact computers which are not currently running.

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TOOLS USED BY THE NETWORK DEPARTMENT

The network team uses PuTTY for running all commands.

PuTTY is a free and open-source terminal emulator, serial console and network file
transfer application. It supports several network protocols, including SCP, SSH,
Telnet, rlogin, and raw socket connection. It can also connect to a serial port. The
name "PuTTY" has no definitive meaning. PuTTY was originally written for
Microsoft Windows, but it has been ported to various other operating systems. PuTTY
was written and is maintained primarily by Simon Tatham and is currently beta
software.

All other network monitoring is done using the SolarWinds-ORION software,

Network Performance Monitor. Some of the key features of NPM are:
o Customizable topology and dependency-aware intelligent alerts
o Dynamic wired and wireless network discovery and mapping
o Automated capacity forecasting, alerting, and reporting
o Wireless network monitoring and management

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CONCLUSION
In the end I would like to conclude that through this internship I experienced the
various real world applications of IT Operations and Network Operations. All
these operations are the basic framework of the business service provider
Concentrix. This report sums up the working of IT and Network team and its
various units briefly.
IT operations are a vast study including the detailed study of each department,
namely network, security and NOC. Each has its essential role in the hierarchy
of providing technical support to the company. I gathered as much information
about these during these 4 weeks, as possible, henceforth developing a keen in
the IT sector.

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REFRENCES
1.
2.
3.
4.
5.

www.Concentrix.com
Concentrix Daksh services india pvt. Ltd. (confidential) pdfs, Presentations
http://ping.eu/traceroute/
http://www.solarwinds.com/network-performance-monitor
Wikipedia and google

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