Healthcare Provider - Monitoring, Support, Policies with Best Practices and Training

Client

The large-scale organization that has modernized its platform produces terabytes of media content with tens of thousands of employees. Owing to extensive usage, the company executives were looking for 24/7 support for the platform and change management.

Challenges

• The company had no defined strategy for its IT department.
• No communication channels with the vendor who created the solution.
• Outdated documentation on the configuration solutions.
• Difficult to identify groups of employees to provide them with proper training.

Solution

• Automated to monitor the health of cloud environments to receive alerts instantly when something fails.
• Dedicated a monitoring dashboard to monitor the health status of the setting 24/7.
• Allocated 24/7 cloud support experts to monitor and resolve problems.
• 1 Day of SLA to resolve Severity B & C issues and 12 hours to resolve Severity A issues.
• Leveraged a ticketing tool to raise the issues by the customers and CRM to track and bring resolutions.
• Weekly training was provided to Cloud Support Team to enhance/update their Cloud skills.

Value

• Managed Services allowed the client company to focus on its important business.
• The well-documented design and configuration of the platform made integration with backup, monitoring, and other tools more accessible.
• Regularly delivered training ensured knowledge transfer and growth of expertise within the IT department.