Case study
Multinational mobile services company outsourced IoT application delivery platform operations managed services model improved quality, efficiency and time-to-market
OUR CLIENT
Based in Europe and LATAM, this global telecommunications company provides fixed and mobile phone services, broadband connectivity, and subscription TV services to almost 350 million customers worldwide. The company employs over 100,000 people and generates more than €30 billion in annual revenue.
THE CHALLENGE
The director of technology wanted to streamline application delivery platform operations
The software engineering team uses sophisticated technologies, such as the Internet of Things (IoT), big data, blockchain, and artificial intelligence (AI), to develop advanced telecom services for customers. The development platform is deployed in a private cloud managed internally, and the underlying infrastructure is distributed in different data centers and business entities across the globe.
Although the company has been successfully delivering innovative telecom solutions, the director of technology and technical operations thought there was room for improvement across quality, efficiency, and time-to-market metrics. He wanted to streamline business processes, reduce integration efforts, and improve troubleshooting and diagnostic capabilities.
THE TRANSFORMATION
IT team implemented a comprehensive managed services model
The project team recommended a managed services model whereby UST would oversee the daily operations of the application development platform, including tuning, capacity planning, infrastructure upgrades, and strategic roadmaps. The managed services engagement also included level 1 and 2 support to ensure the software engineers and development teams could function efficiently and with as few issues as possible. Following an agile approach and continuous software delivery best practices, the managed services engagement includes:
- IoT application delivery platform operations
- Customer operations service management and customer support
- Engineering and support of the infrastructures for the production and pre-production platform environments
- Applications, systems, and activities that provide transversal support to the business, including analytics, KPIs, operation, and customer support tools
THE IMPACT
Global telecom company improved IoT application quality and time to market
The leadership now has peace of mind that its IoT application delivery platform and support systems are always running at peak performance with streamlined processes and the most up-to-date infrastructure to meet and exceed internal SLAs. With this managed services model in place-from a trusted partner-the director of technology and technical operations was able to help the software engineering team increase efficiencies and productivity, reduce integrations, and improve diagnostic capabilities.
RESOURCES
https://www.ust.com/en/industries/technology-media-telecom
https://www.ust.com/en/what-we-do/digital-transformation
https://www.ust.com/en/what-we-do/strategy-implementation-operations