24/7 Managed IT Operations Services for a Leading US-Based 3D Printing Company
Overview
The client is a leading 3D Printing Company based in the US. ACL Digital has provided its expertise to set up 24/7 IT Operations Support services, ensuring the reliability and availability of critical IT systems and client applications.
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Challenges
Absence of Single NOC, SOC, SD, and RD desks and Incident Manage desk for business-critical applications and IT Infrastructure
Lack of visibility to their End-to-End Infrastructure
Performance issues
Absence of SLA-based delivery and reporting
Overhead of resources for delivery of services
Solution
Managed 24/7 IT operations support across the USA, Italy, France, Germany, and the UK
- 24/7 NOC, SOC, support desk, Remote desk for all IT Infra & Business Apps (Internal & Consumer facing), data center devices, office, etc.
- Incident reporting, Ticket Prioritization and Categorization, End-to-end ownership of 100% alert, and coordinating with the Internal team for critical tickets.
- Creation of dashboards for Leadership of better governance
- Approx. 12K alerts handled yearly
- Total manpower deployed: 20
Outcomes
- Centralized Incident Management and Proactive Monitoring desk
- 30% reduction in operational cost by shutting down existing Azure servers, monitoring tools
- Faster response times Reduced manpower and improved SLAs for service delivery
- Enhanced customer experience
- Provided end-to-end automation platform using AI/Machine Learning
