Enhanced Application Support System for a Global Networking Product Company

Challenge

Our US-based client, a leading global networking product company, faced challenges in managing multiple business applications supported by application developers, system administrators, IT personnel, and business users from various locations worldwide. In order to enhance its global delivery and reduce downtime for business critical applications, they turned to Mindteck for offsite and onsite support teams to identify and implement incident management processes.

Scope

The scope of the project encompassed the reorganization and strengthening of the client’s support services to:

• Provide a dedicated and experienced team to act as a single point of contact for business users across the globe,

• Classify applications as “normal”, “entity essential”, and “mission-critical” based on their importance, usage, and revenue impact,

• Establish an incident management tool to submit, track, update, and resolve reported issues,

• Enforce SLAs on an incident-level basis to ensure better turnaround time (TAT) on identified issues.

Solution

After discovery and review of all of our client’s challenges related to their support system, we identified and assembled a dedicated team of highly qualified application support engineers specialized in incident management, Oracle/SQL databases, operating systems, and networking. Crucially, the team was also ITIL-certified and well-experienced in implementing and managing incident management processes in an enterprise application support environment. 

The phased delivery of the solution included the following:

• Identification and configuration of an incident management tool, after which the support team was trained in its usage and functionality, 

• Implementation of severity levels and SLAs for various applications in order to improve resolution processes and TATs,

• Development and implementation of comprehensive training protocols by various application SMEs in their areas of expertise, 

• Educated end users about submitting incident reports, tracking, and escalating issues that need resolution,

• Provided 24/7/365 support worldwide via a company-wide helpdesk email address.

Outcome

Within 12 weeks from the project start date, Mindteck’s application support team was operational, thus providing the following benefits:

• Reduced workload for application developers, system administrators, and business users, 

• Streamlined processes to efficiently identify, track, and resolve user issues and requests,

• Enhanced productivity and faster response times to address the 24/7/365 requirements of the global organization.