CMS Day 1 Support – Metro Trains
Published February 4, 2026
Client
- Metro Trains
Locations
- Melbourne, Australia
Core Capabilities
- 24/7 support from during hyper care periods
System matter experts always on demand
Cross System support
Technologies
WinCC OA
VMware ESXi / vSphere
Linux operating systems
PostgreSQL and Oracle databases
LDAP, DNS and RADIUS authentication services
CodeMeter
Gitea
Get in touch today to see how Synertec could help you with your next project.
Project Summary
As the Metro Tunnel opens, the Control and Monitoring System (CMS) becomes the operational nerve centre of the new network. Metro Trains Melbourne has engaged Synertec to provide Day 1 CMS Escalation Support ensuring this mission-critical system performs reliably from the very first passenger service.
With deep operational technology expertise and proven delivery in complex rail environments, Synertec supports Metro in maintaining a stable, high-performing CMS during the most crucial period of network introduction.
The Challenge
Day 1 operations bring heightened demand, elevated risk and zero tolerance for system interruption. With the CMS underpinning both safety and operational performance, Metro required a partner capable of providing immediate, high-confidence escalation support during the Hypercare period.
The environment is highly integrated, spanning SCADA, virtualisation platforms, databases, authentication services and supporting network utilities. Any issue had the potential to impact multiple systems simultaneously, requiring rapid diagnosis by senior engineers with deep system knowledge.
In parallel, Metro needed assurance that Day 1 support would align with strict cybersecurity, safety and critical-infrastructure obligations, while maintaining disciplined change control, documentation and governance throughout the rollout.
Synertec's Solution
Synertec delivers a targeted, engineering-led escalation support model designed to keep the CMS stable, secure and operational from Day 1. Senior engineers provide rapid triage and resolution of complex CMS issues, working closely with Metro to meet Hypercare performance expectations and minimise operational risk.
Rather than focusing solely on incident resolution, Synertec applies a root-cause-driven approach, ensuring issues are fully understood and addressed through clear analysis, preventative actions and improved operational guidance. This strengthens system resilience and reduces the likelihood of repeat incidents.
Configuration integrity and change control are maintained in alignment with Metro’s established processes, ensuring system consistency while supporting ongoing optimisation. Across the full CMS technology stack, Synertec provides end-to-end technical coverage, enabling issues to be resolved efficiently regardless of where they originate.
Cybersecurity and critical-infrastructure considerations are embedded into the support model, with proactive vulnerability management, secure handling of assets and alignment with Victorian protective data standards reinforcing the integrity of the live operational environment.
