Our support groups helped a mutli-national telecommunications conglomerate with over a billion users streamline service desk process flows and upgrade IAM systems over a widely dispersed, global enterprise.
RAAH Tech was engaged by an Indian telecommunications giant to develop, support and monitor an existing IAM system installed on over 50 servers, supporting an LTE mobile network of a billion users.
The client’s IAM structure needed significant development support and enhancement. The client also sought support for the existing IAM release code and its heavy customizations. SLA need was 99.999% and operational support was 24/7/365 in a three-tier model.
We conducted business reviews and strategic planning to optimize deployments, feature enhancements and product adaptations. Our support followed an operation-based “follow the sun” model, using service desks and support groups around the world to provide seamless, 24/7 service via web, phone and email. We worked in multiple regions to manage Severity 1 and 2 calls as well as more routine incident, problem and service requests. RAAH helped prioritize issued tickets based on severity. Deployment of the IAM solution in all upper environments was enhanced to automate scripting and avoid human error. Development and support were highly available with DR and Replication with multiple data centers in multiple regions.
By following established best practices and methodologies, the client received the best dedicated, tiered-based support for managing and supporting IAM solutions and SLA needs. Our stable IAM solutions for authentication, authorization and federation platforms seamlessly supported the client’s 1 billion users.