Managed Services

Background

150+ Domain Experience in

25+ years of Experts and 300+ Trusted High Technical Implementing
experience Skilled People Clients Expertise Complex
Team Projects
Technical ability
 Experience in integrating and managing large and complex
environments for customers in Financial, Manufacturing and
Services verticals

 Deep technical expertise backed by certifications in

Cloud,Compute,Storage, Networking and Security domains

 Decades of experience in delivering and managing solutions with

Cisco, EMC, Microsoft, VMware and Symantec while sustaining
strong partnerships with these OEMs

 Strong process knowledge in IT service delivery with

management ability
Business Value

 Creating profitable client relationships

 Drive operating efficiency of Investments in resources and tools

 Expertise in transitioning to a global delivery model

 Enabling and sustaining a 24/7 support service model

Service offerings
Professional services
•Design , Implementation and integration
•Network, Security, Mobility, Compute, Storage and
Virtualization
•Migration

Monitoring as a Service (MaaS)

Managed services
Monitoring as a Service
 Infrastructure monitoring enables you to focus on incident and
problem management
 Perform fault and performance monitoring, asset management,
patch management and vulnerability scanning
 Triaging Monitoring alerts
 Uses your existing tools and our deep experience to rapidly deploy
into customer environments
 24/7 coverage
 Meet SLA targets
 Ability to scale and allows you focus on higher value offerings
Managed Services

Monitoring/Level 1/2
End user support Datacenter Network Security
management management management
• Service Desk • Network Links • Firewall/ VPN
• Cloud
• Desktop Support • Routers & Switches • IDS/IPS
• Servers/Virtual
• VDI environment • IP Telephony • AAA & NAC Devices

• Application • Active directory • Wireless N/W • Mobility

• Antivirus Software • Messaging • Unified • VA/PT

communications
• Software deployment • Database
• SIEM
• Load Balancing
• Storage
• Malware
• Application
• Backup Visibility and
control
Typical engagement
 24/7 enablement
 Non business hour support
 Weekends and Holiday
 Eyes on Glass monitoring
 Level 1/ Level 2 tech support
 OS/Networks/Security/AD/Cloud/Servers/Storage
 Standard client on boarding
 Triage and ticketing
 SOP based delivery and SOP enhancement
 Email based interaction
 Skype/Webex based team collaboration and reviews
 DC IT Infrastructure
United States

RMM Tool
Ticketing Tool
Delivery model

Site-Site VPN
Internet

Helpdesk/Service
desk resources Tier 3 /Expert
Level resources

Chennai,India

OffShore
Monitoring /Level 1/Level 2
resources
 Case study – Colorado based MSP

The Objective The Challenges The Solution

24/7 Managed Services Staffing for 24/7 24/7 Monitoring and
Skilled Manpower support with a
dedicated team of
engineers
Triage and call
escalation to L2/L3
resources in US
SLA tracking and
escalation for missed
SLAs
Case study- 3 years hence!

Windows AD
Linux Webserver Storage Networks DC Infra
Vmware DB

24/
Monitoring, Level 1 and 2
7

-Significant improvement in SLA’s

-Cost saving
- Enabled key resources to on focus on high pay off activities like
Internal
projects, New Logo acquisition , new revenue streams etc
Value proposition
 Experience in transitioning to a global delivery model.
 Skilled and Certified manpower
 Design, Implementation and integration experience with proven
track record
 State of art tools
 Partnership with US based NMS tool provider
 Connectivity infrastructure
 Hosted Technology infrastructure in Tier 3+ datacenter
 10 year experience in Manpower augmentation and
Infrastructure management service
 Decades of technical expertise with Leading technology
companies including Cisco,EMC,Microsoft,RSA,IBM,Symantec and
VMware
 Experience in managing enterprise accounts
 Stable and reliable technology integration partner for many
enterprise customers for over 25 years
 Infra,App, Process Triage Reporting/
Monitoring Service Desk Client Communication
Administration Management

 Applications  Common  Interface  Managed

 User
Ops Issues Reporting
Account
Helpdesk
 Transaction Management
Monitoring  Performance  Parameters
 Trouble & frequency
 Infra Admin
Ticketing
 Log  Diagnostics
Monitoring  App Admin  Tool
 SOP based Integration
 Problem
resolution Real Time
 Session  Archival/Bac Identification
Monitoring kups etc
 Ticket  Escalation  Reporting
Assignment Path Defined
 Process  Master Data
Monitoring Config  Periodic /
 Escalation  Root Cause Quarterly
Management analysis Review
 Usage  Patch Mgmt
Patterns
 End User  Problem  SLM
Interface  Interface
 System resolution
Mgmt
Performance
 SLM
 Production
 Availability Support