Maintenance & Support • Telecom
Application Portfolio Maintenance & Support for Telecom Provider
Provided maintenance, quality assurance, and enhancement support for 14 legacy applications hosted and operated across multiple geographies.
Key Metrics
- 28% reduction in support costs due to monitoring
- 99.9% availability achieved for applications
- Severity 1 & 2 tickets reduced to zero
- Deployment cycle reduced from minutes to seconds
Built a global support team to maintain the client's IT infrastructure, application support (L2-L3), end-user support, feature enhancements in an SLA-based managed services model. Assessed application's code quality, security, maintainability, scalability, performance, and user-friendliness to re-engineer for business fitment. Reduced time to resolve a ticket, re-aligned SLAs through QA automation, CI/CD pipelines, cloud migration, and robust knowledge repository to refer & train.
Key Features
- Geographical Spread: US & Europe
- Cross-skilling W.R.T Client Roadmap
- SLA Re-baselining Every Year
- Log-Based Root Cause Analysis
- Tooling and Automation
Key Metrics
- 28% reduction in support costs due to monitoring
- 99.9% availability achieved for applications
- Severity 1 & 2 tickets reduced to zero
- Deployment cycle reduced from minutes to seconds