Services
Managed Operations Support
Industries
Healthcare & Life Sciences
Product
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.
Technologies
IT Service Management: ServiceNow
Performance Monitoring: Aternity
Web Browsers: Chrome, Firefox
Productivity Software: Office 365
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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