Case Study
Strengthening IT Resilience Across 100+ Global Sites for a Tier 1 Automaker
Delivering Scalable, Secure & Always-On IT Operations Across Global Manufacturing and Business Environments
24x7
Global Support Coverage
100+
Global Locations Covered
100%
Onshore-Offshore Support Model
Background
A Global Tier 1 Automotive Component Manufacturer with a widespread manufacturing and business footprint required a reliable IT operations partner to ensure uninterrupted support for critical business applications, infrastructure platforms, and enterprise services.
The customer sought to streamline IT operations, improve service responsiveness, strengthen governance, and enable proactive monitoring across its globally distributed infrastructure landscape. To support these objectives, Tata Elxsi was engaged to provide comprehensive IT Infrastructure Support services covering infrastructure management, service desk operations, asset management, application support, and operational governance.
Challenge
The engagement involved managing multiple operational and infrastructure challenges:
- 24x7 Infrastructure Monitoring: Ensuring continuous monitoring of critical servers, applications, and enterprise infrastructure across global operations.
- Incident & Service Management: Managing enterprise-wide incidents, service requests, escalations, and user support while maintaining SLA adherence.
- Access & License Governance: Administering user access permissions, software licensing, and compliance requirements.
- Application & Infrastructure Support: Supporting business-critical applications, virtualized environments, servers, storage systems, and backup infrastructure.
- Asset Visibility & Control: Maintaining accurate tracking and management of enterprise IT assets across multiple locations.
Solution
Tata Elxsi delivered end-to-end infrastructure management and support services backed by standardized governance, proactive monitoring, and robust service delivery processes.
Key highlights of the solution included:
Infrastructure Monitoring & Operations
- Monitoring of infrastructure and enterprise applications
- Server, storage, and network administration
- Alert monitoring and proactive issue identification
- NOC operations and availability management
Service Desk & Incident Management
- Centralized service desk support
- Incident and ticket lifecycle management
- Scheduled maintenance and planned activities
- SLA-driven support and escalation management
Asset & License Management
- Enterprise asset lifecycle tracking
- O365 license management and administration
- Access provisioning and user permission management
- Asset inventory governance and reporting
Infrastructure Modernization & Support
- Cloud infrastructure support
- Data migration initiatives
- Networking and connectivity support
- HCI and HPC environment support
- Change management and operational governance
Impact
The engagement delivered significant operational improvements across the customer's enterprise IT landscape.
- Consistent Service Excellence: Achieved high SLA adherence through structured service desk operations and proactive infrastructure monitoring.
- Improved Customer Satisfaction: Faster incident resolution and streamlined support processes enhanced end-user experience across global locations.
- Enhanced Asset Visibility: Established efficient asset tracking mechanisms enabling improved governance and lifecycle management.
- Proactive Operations: Real-time alert monitoring and periodic knowledge base updates reduced operational disruptions and repeat incidents.
- Successful Infrastructure Transition: Ensured smooth migration, onboarding, and operational management of enterprise infrastructure environments.
- Global Operational Support: Delivered reliable support coverage across more than 100 locations through a scalable remote support model.
Services Rendered
- Application Managed Services
- Server & Storage Management
- Asset Management
- Service Desk Support
- Alert Monitoring
- Network Operations Center (NOC)
- Cloud Infrastructure Support
- Run & Operations Management
- Application Development Support
- Data Migration Services
- Networking Services
- HCI & HPC Infrastructure Support
- Incident & Change Management
- IT Governance & Compliance
