Relationship
Growth
- US Pharma MNC-relationship started in 2003
- In 2005, Emerio was selected to provide shared services for global
infrastructure management
- Team size grew to 28
Snapshot
of Engagement
- Level 1, Level 2 and Level 3 support
- Projects include design, deployment, migration and upgrades
- Management of day to day support for 75,000 email accounts
- Management of 400 web servers
- Follow-the-sun model
- Global coverage across 4 data centres–US, Belgium, Singapore and Japan
- SLA based delivery
Portfolio
of Services
- Incident management
- Problem management
- Health check and monitoring
- System availability
- Security management
- Migrations
- Upgrades
- Patch management
- Backup and recovery
- Disaster recovery
Technology and Tools
- Windows 2000, 2003
- VMWare
- BladeLogic
- Linux: Suse and Redhat
- Unix: HPUx, Solaris, AIX
- Web infrastructure: Apache/Tomcat, BEA Weblogic, SSL
- AS/400: V5R3, BRMS, I5 Architecture (Power5 hardware
architecture)
- Exchange: 5.5 and 2003, AD, LDAP
- Cisco, Nortel, Checkpoint
- Cognos series 7.3, Cognos ReportNet, Cognos 8
- BMC Patrol, OpenView
Key
Success Factors
- Proven workflow
process between US onsite team and onshore Singapore delivery team
- Service delivery
exceeded SLA
- Integrated delivery
team between US onsite and onshore team
- Excellent delivery
teamÂ
- Strong project
management
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