Managed Services

Managed Services is a defined set of services as agreed between a service provider and its Customer and offload routine operations to be managed efficiently and yet retain accountability. This is largely applicable in the IT Operations space and includes managing a team of resources to perform uninterrupted operational services supported by periodic reporting to measure productivity.

Application Support

Project Implementation Services

Shared Services

How we do business

  • Recruitment, Technical Screening, Organize Meet n Greet, Selection and Delivery Monitoring performances

  • Accountability – Time and Deliverables Management 

  • Onsite Engagement Manager

  • Training and Orientation – based on the need 

  • Onsite, Offshore, Remote, Blended Delivery Models 

Resource Pool

  • Assist in Service SOW terms and deliverables with Client Teams

  • Leverage Support Tools and Services (Dashboards, Task Management systems)

  • Double up as Gatekeeper vendor for efficient handling of Time upkeep and Billing services

  • Solid background and reference checks of resources

  • Tight Internal screenings by our internal team of SME/domain experts

  • Ability to present VC recording of interview results

  • Onsite presence of Alpha Net Manager for immediate attention to issues and suitable remediation and escalation matrix available for attention to critical issues 

  • Underlying T&M upkeep for costing purposes to support SOW deliverables for resources; Accurate system based records of Time keeping along with Internal approvals to support accurate Billing details 

Engineering Management

  • A team of Application Engineers involved in monitoring and support of business applications

  • Constant Production support in the form of bug fixes, end-user support, system error fixes and enhancements that are identified and acted upon

  • Maintain Rotational On-call support across global locations and time zones

  • Efficient use of Helpdesk and support tools and layout norms for tagging, approvals and change control mechanisms and serve as audit trails

  • Root causing and methods to resolve issues permanently rather than just patching

  • Release Management

  • Gatekeepers for managing constant production moves with appropriate Testing, CAB approvals and sign-offs from SOX perspective

  • Manage EC with CCB and seek approvals and regularize production moves 

  • Manage communication with appropriate teams including extended teams using the right communication methods acceptable to customers

     

     

Performance Measurement and Metrics

  • Report on fixes moved on a weekly, monthly quarterly basis to support leadership

  • Develop metrics and Generate reports which are simple to read and offer the right information to measure efficiency 

  • Open backlog

  • Mean time to close 

  • Track-wise weekly trends 

  • Owner wise task trends

  • SLA management and measurement