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Application Support Services for a Telecom Operator

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  • Application Support Services for a Telecom Operator

Need 

  • Provide 24×7 application support for FI, CO, SD, MM, HR, SAP PORTAL Apps, Inhouse developed apps, interfaces with other systems, mobile applications
  • Transition from existing vendor

Solution

  • Provided ‘Managed Service’ linked to SLAs
  • Also set up a shared and experienced team to provide support at various stages (L1 Support – helpdesk & user authentication, L1.5 Support – Monitoring and Administration, L2 Support – troubleshooting & user queries, L3 Support – report, interfaces, enhancements)
  • We made sure that ITIL Compliant processes are established

Outcome

  • Transitioned with zero risk to business. No business escalations during transition
  • Meeting SLAs month on month
  • Faster resolution for business-critical issues
  • Cost reduced by 20% from the previous contract

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