Operational excellence through a comprehensive IT transformation

Incomplete Employee Transfer & Outsourcing Gaps
Transfer of Employees to Outsourcing Provider was inconsistent, leading to knowledge gaps and operational risks.
Production Disruptions & Skill Shortages
Lack of processes and technical expertise caused interruptions in production-critical applications and infrastructure.
Ineffective Working Model with Outsourcing Provider
Collaboration did not provide sufficient operational efficiency or stability.
Monitoring & Operational Control Gaps
Weak monitoring, insufficient incident management, and inadequate escalation processes hindered IT service reliability.

KPI-Driven Operations
Achieve 100% of planned KPI targets across critical applications, HP NonStop, SAP, operations, knowledge transfer, and future operating model.
Effective Working Model with Outsourcing Provider
Implement and stabilize collaboration, minimizing production disruptions and ensuring smooth operations.
Operating Model Implementation
Establish the Operating model, address monitoring gaps in core infrastructure and application operations, and ensure prerequisites for future integration are in place.
Staffing & Skills Alignment
Achieve staffing targets and develop people capabilities to support sustained operations and knowledge transfer.
Service Excellence & User Satisfaction
Implement service model ensuring >95% First-Time-Right fulfillment of User requests; measure IT coordinators and users satisfaction (NPS).

Future Operating Model
Developed and implemented a scalable operating model ensuring stable and reliable IT operations.
Optimized Incident & Change Management
Improved ticket flows, consolidated 2,000 standard tickets to 500, and updated/reviewed 2,000+ Wiki pages.
Enhanced Shift & Major Incident Management
Established manager-on-duty layer, conducted root cause analyses for major incidents, and implemented production safeguards.
Stabilized Operations
Implemented an effective working model and migrated critical processes (e.g., RedPhone) to the Service Provicer Command Center.

Global Scalability
Extended solutions, best practices, and stabilized operations to other production plants worldwide.