Providing Data Center Support to Largest Broadband and Communication Technology Companies Operating Across the Globe

Business Objective

The client was looking for a long term partner to efficiently manage its Datacenter and Physical Servers while reducing the TCO (Total Cost of Ownership), improving customer satisfaction by enhancing environment flexibility & agility.

Customer’s Challenges

  • Too many Servers to manage – Complex/ nested environment
  • Only 20% utilization factor of Physical Servers
  • Large ticket volumes with lack of focus on root cause analysis
  • High maintenance cost
  • Need of 24×7 support – mapping to various time zones

Our Solution

  • Helped customer to create a Virtual environment within the physical servers
  • Providing L1, L2 and L3 support to our customer
  • Addressing issues and request 24/7 through IBM SameTime, First Choice tickets, E-Mails, and Calls
  • In order to deliver these services we have a distributed onsite-offshore team (1:3)

Customer Benefits

  • Reduced number of physical servers required; which led to reduced hardware maintenance cost
  • 35% reduction in Client’s DBA workload, freeing internal DBA resources, helping them focus on strategic initiatives, Increased Physical Server utilization to 60%
  • Ticket Counts in several DB towers have been reduced to 40% through RCA and permanent fixes
  • Resources Cross trained across technologies to improve redundancy as well as ability to handle spikes in incident volumes
  • Enhanced coverage hours (24×7 support)