The Challenge
A leading global telecommunications and IT service provider, with a presence in offices and data centers worldwide, needed to streamline and enhance its IT support. The company required assistance with managing a large team of Full-Time Equivalent (FTE) staff, while also ensuring that its critical data centers and offices in the USA, Canada, LATAM, UK, and Australia maintained 24/7 uptime. The company sought a flexible solution for backfill support and dispatch services, including hands-on technical support for its infrastructure.
What did
Sybex do
We provided end-to-end IT support by handling the encumbrance of 40+ FTEs across multiple regions, ensuring continuous operations without service disruption. Our solution also included backfill support for resource gaps and 24/7 dispatch services, offering smart hands, hands and feet, and hands and eye support for the company's offices and five data centers. This approach allowed for prompt issue resolution, routine maintenance, and proactive support to minimize downtime across critical infrastructure.
The Results
- Successfully managed encumbrance of 40+ FTEs across global offices and data centers
- Delivered 24/7 dispatch services with an average response time of 15 minutes
- Supported 5 data centers across USA, Canada, LATAM, UK, and Australia
- Achieved a 99.5% system uptime, ensuring continuous operation for critical business functions
- Improved operational efficiency with a 20% reduction in IT-related incidents
