Managed Active Directory and DNS Support Services for India’s Fastest Growing $1.6 Bn Telco Brand
Overview
The client is a $1.6 Bn fastest-growing Telco based in India. ACL Digital has provided Managed Active Directory and Domain Name System (DNS) workforce management tools support services to the client’s internal customers while ensuring the reliability and performance of critical AD & DNS services.
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Challenges
Limited Managed Active Directory and DNS workforce management tools support services
Lack of monitoring support services and handling incident mechanisms
Limited Governance and Operational Productivity of resources
Absence of Analytics, reports, and Automation recommendation
Solution
Managed Active Directory Support Services
- SLA-Based 24X7X365 Active directory and DNS workforce management tools support services
- Monitoring and resolution of incidents at L1 and L2 levels
- End-to-end helpdesk management support for servers and applications
- Services Automated (user profile update/hostname reset) post publishing the detailed analysis of tickets
- Policy audits for Security & Access Controls & gap fulfillment, OS Upgrades, Backup Management
- 100% Compliance management achieved through tools and processes
- Total manpower deployed: 21
Outcomes
- Enhanced operational efficiency through systematic SLA-driven processes and deploying skilled resources
- Attained 100% success rate in automating user profile updates, hostname resets, and seamless conversion of PDF to Word documents
- Streamlined user password reset procedures through IVR, Portal, and Bot methods, ensuring swift and hassle-free resolution
- Established a centralized governance and communication management system, ensuring consistency and efficiency across operations
- Elevated customer satisfaction levels by adhering to a service-oriented approach with well-defined Service Level Agreements (SLAs)
