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Support offering for a California based products and services provider

The nature of business of the client demanded a highly intense and skilled workforce. The client was able to manage this challenge initially. However, it intensified progressively to a point where the client was forced to seek support from external providers. The client’s onshore workload involved handling operational tasks and tickets, which was burdensome.

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Support offering for a California based products and services provider

  1. 1. Support Offering for a California based Products and Services Provider ATTENTION. ALWAYS.
  2. 2. Headquartered in California, United States, the client is a software publisher who provides core back-end software for P&C insurance carriers across the globe. The client currently serves more than 350 P&C insurers in over 30 countries, while having successfully handled/handling 590+ implementations. The nature of business of the client demanded a highly intense and skilled workforce. The client was able to manage this challenge initially. However, it intensified progressively to a point where the client was forced to seek support from external providers. The client’s onshore workload involved handling operational tasks and tickets, which was burdensome. ABOUT THE CUSTOMER CHALLENGES
  3. 3. ENGAGEMENT As a testament to its expertise and capabilities, Aspire was preferred to support the customer in handling their operational tasks and tickets. Hence, Aspire provided support by deploying skilled manpower in an offshore model covering 24/5 period. Besides, Aspire currently works in an on-call model, while being the first point of contact for the PagerDuty call. Aspire analysed the issues reported, categorized them, and then approached them accordingly. For infrastructure related issues, the issues in AWS customer account were looked up. Troubleshooting was done for the issues associated with application. The code related issues were escalated to the development team. The request for deployment tasks were carried out by means of JIRA, and the process was done on application instances. We consistently responded to alerts and provided on-call support, thereby reiterating our commitment towards the client. Additionally, we generated reports and documented them attentively for audit purposes.
  4. 4. TECHNOLOGY SNAPSHOT Tools : Jenkins, Chef, Nagios, Zabbix Platform : AWS Languages : Python, Ruby (Ops area) Aspire successfully served the client’s goals by reducing the workload significantly to manageable extents by offshoring the onshore workload. As we contributed significantly by delivering superior results, we ensured optimal resource utilization thereby adding value to the existing team, and assisted them in achieving their business objectives. RESULTS
  5. 5. Aspire Systems is a global technology services firm serving as a trusted technology partner for our customers. We work with some of the world’s most innovative enterprises and independent software vendors, helping them leverage technology and outsourcing in our specific areas of expertise. Our core philosophy of “Attention. Always.” communicates our belief in lavishing care and attention on our customer and employees. ABOUT ASPIRE www.aspiresys.com ATTENTION. ALWAYS. For more info contact info@aspiresys.com or visit www.aspiresys.com SINGAPORE +65 3163 3050 NORTH AMERICA +1 630 368 0970 EUROPE +44 203 170 6115 INDIA +91 44 6740 4000 MIDDLE EAST +971 50 658 8831

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