Our client is an enterprise with global operations, operating in 61 delivery centers across 19 countries. The company delivers integrated solutions to optimize operations, enhance customer experiences, and drive client growth. Managing a vast global network infrastructure is crucial to maintaining seamless operations and uninterrupted service delivery.
The Challenge
With rapid global expansion, the company needed to manage its increasingly complex network infrastructure. The primary goals were to enhance network visibility, reduce downtime, ensure scalability, optimize resource utilization through automation, improve compliance with global standards, and strengthen security across diverse regions.
The Solution
The client leveraged Sutherland’s Global Technology Operations Center (GTOC) comprised of 22 engineers and 2 monitoring architects in India and Poland. The GTOC provided 24x7x365 monitoring and Triage Level 1 support across all key technology domains. By transitioning from reactive to proactive and preventive monitoring, the GTOC ensured continuous oversight and preemptive action against potential issues.
This follow-the-sun model acted as a one-stop shop for technology monitoring, backed by a robust backend architecture. The GTOC now manages the client’s extensive network, including 8 data centers, 10 cloud environments, and 52 Delivery Centers, overseeing over 4,200 ICT components such as 200 WAN circuits, 150+ WAN routers, and 3,600+ servers.
The Outcome
Proactive WAN circuit monitoring by the GTOC prevented isolation at over 20 sites, saving more than 6,180 business outage minutes monthly. This approach minimized outages, reduced downtime, and decreased labor demands, leading to an improved user experience and higher client retention. The GTOC’s 24×7 follow-the-sun monitoring and Triage Level 1 support provided comprehensive, proactive network management.
As part of the future roadmap, GTOC will implement full observability to predict any network issues prior to an outage occurrence, from the physical circuit layer at layer 1 up to the application layer at layer 7 in the OSI model.
That’s digital performance unlocked, and measurable results delivered!
Services
Digital Engineering Services, Global Technology Operations Center
Industry
IT Services
