The project's client, a division of a multinational biopharmaceutical company, has production facilities and representative offices in the Russian Federation and the Republic of Belarus.
As a result of the imposed restrictions, the global IT services provider, which previously supported the customer's IT infrastructure located in Russia and Belarus, notified that it would cease providing support services effective mid-2025.Since the customer had already had a positive experience with ICL Services, the company requested emergency assistance in organizing IT infrastructure support and maintenance services.
Key Challenges
- Quickly assemble a qualified team of English-speaking professionals across six technology areas.
- Promptly assume infrastructure management from the current global IT services provider.
- Obtain the necessary access to systems and implement the service launch without compromising quality.
- Ensure the operation of the Russian and Belarusian offices after the termination of services from the previous provider.
Implemented our solution
- Service Acceptance in just 4 Days
Thanks to its many years of international experience, deep expertise, and extensive engineering resources, the ICL Services team was able to assemble a new team and complete service acceptance from a global contractor in just four days.
The typical duration of a complex IT service transfer project in the industry is approximately 2-3 months. The ICL Services team, from the moment the contract was signed, not only met the standard deadline but also launched the service in just two weeks.
During the service acceptance, ICL Services experts spent approximately 60 man-hours of sessions with the previous contractor. Eleven engineers were involved in the service transfer, and for some technology areas, an expanded team was brought in to save time on knowledge transfer to the core support team.
Support
The ICL Services team currently supports the client's Russian and Belarusian users, promptly resolving issues with mobile devices and desktop PCs—a total of nearly 1,000 devices. Engineers also manage update and application delivery, printing services, and communication systems, as well as device performance.
Servers, services, and network devices located in Russia are also managed and supported by the ICL Services team.
Since the client's office was part of the parent international company, much of the infrastructure remains supported by international teams. Thanks to their knowledge of English and extensive experience in the international market, the ICL Services team is able to effectively collaborate with these support teams.
Results
- The service handover phase was completed quickly.
- SLA fulfillment is more than 99%