A global technology leader delivering cloud, software, and AI solutions that help organizations operate, innovate, and scale.
Our client needed a team to facilitate the communication, escalation, and resolution of incidents related to a globally used software.
The team had to be cross-discipline and able to communicate & troubleshoot rapidly.
Our Hyderabad-based team jumped in to take care of all Incident Monitoring & Management for the client team. Because the client software requires quick response & constant uptime, leveraging our India team allowed us to offer 24x7x395 support.
We worked with the client to create SLAs to define appropriate times for incident acknowledgement, escalation, and mitigation so that we could quickly dig into the root causes of an issue (using tools and dashboards provided) and work toward total resolution.
