Enhancing the capacity of existing support teams for various web applications


Managed L1-L3 Support Services


Consulting, Back-end, QA


Healthcare & Life Sciences



Project type

Web App


Our client is a multinational pharmaceutical and biotechnology company. It has a portfolio of products for major diseases in areas including oncology, cardiovascular, gastrointestinal, infection, neuroscience, respiratory, and inflammation. It is best known for its involvement in developing the COVID-19 vaccine.

Business needs:

 - Provide sustainable and trustworthy operation of the information infrastructure including applications, web services, network devices, and cloud systems.

 - Enhance the capacity of existing support teams for internal financial web applications and reduce the workload of L3 support teams, allowing them to concentrate on critical tasks. 

 - Optimize the cost of managing support for multiple research solutions by improving the operations between L1-L2 support teams.

Suggested solutions from Svitla:

Internal Financial Web Applications

 - Escalated Support for Data-related Systems: Collaborate with L2 support teams and experts to analyze and resolve complex data system issues efficiently.

 - Incident Management: Handle and resolve critical incidents and service disruptions promptly, perform root cause analysis, and implement preventive measures.

 - Performance Monitoring and Optimization: Identify and rectify performance bottlenecks in data systems and platforms, perform system tuning, and optimize queries.

 - Data Integrity and Availability: Implement and monitor backup, recovery, and replication strategies to ensure data consistency and availability.

 - Documentation and Knowledge Sharing: Maintain troubleshooting procedures, known issues, and best practices documentation; enhance the team's skills by providing training and guidance.

 - Automation and Tooling: Developed automation scripts and tools to streamline support activities and improve log analysis and diagnostic processes.

 - Incident Reporting and Communication: Prepare and communicate incident reports, including root cause, impact analysis, and remediation measures, to all relevant parties.

Web Applications for Life Sciences Research

 - Incident Management: Log incoming user requests via the ticketing system. Prioritize and categorize incidents to ensure quick resolution in accordance with SLAs.

 - Troubleshooting and Issue Resolution: Identify the root causes of reported issues. Implement resolutions, workarounds, or standard procedures. 

 - Complex issues: Escalate to L3 support with detailed information and logs.

 - Documentation and Knowledge Base: Update and maintain a knowledge base with common issues and solutions. Add new issues and resolutions encountered during support activities to improve future resolution efficiency.

 - Collaboration and Escalation: Work alongside client teams to tackle complex issues. Follow escalation procedures to ensure timely resolution and effective communication.

 - Incident Reporting and Communication: Keep all parties updated on incident status, progress, and resolutions. Maintain professional and friendly communication to manage user expectations and deliver excellent customer service.

Value Delivered

Within 3 months Svitla Team has processed and resolved over 100 incidents of varying complexity.
Optimized problem elimination pipeline granted fast and reliable responses to critical errors.
The client has significantly decreased overall costs spent on system infrastructure support.

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