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Client Case Study - Investment Bank
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Halian Boost Support Operations for Major Investment Bank
Introduction
Halian provide this investment bank with an Operational Support Service
for their UNIX server infrastructure covering the core Banking hours,
7am to 7pm, Monday to Friday. This Managed Service
was introduced over two and a half years ago through Sun Microsystems
as an extension to the existing maintenance contract. It is delivered
on-site at Canary Wharf to support the bank’s Business as Usual (BAU)
operation.
Background
The bank had retained a team of T& M resources for an extended
period which was proving to be incapable of responding to the changing
demands of the environment. Sun identified an opportunity to replace
this team with a bespoke service that could address the banks existing
cost control challenges, respond to increasing demand for flexible
shift based working and reduce the operational burden on the BAU teams
releasing them for project based assignments.
In their search to find the best supplier, Sun reviewed a number of
potential companies in the market at the time and chose Halian because
of their strong track record for providing high quality people with the
right technical skills and cultural fit for the organisation.
Our Solution
The Managed Service team covers the service window from 7am to 7pm
(deployed on early, core and late shifts) and provides on-call support
4 nights per week within a follow-the-sun support structure. The team
are managed at an operational level by the bank and liaise at service
level with both the Sun Site Operations Manager (SOM) and Halian
appointed Service Delivery manager (SDM).
The structure of the team allows for one member to be used as a
floating resource to cover sickness, absences and training backfill.
The Halian SDM is responsible for the service related issues associated
with managing a support team of this nature. As well as providing good
quality and continuity of resources, the SDM is one of the many
benefits that Sun has found in working with Halian.
Outcomes/Benefits
The Halian Managed Service
provides the bank with a flexible, professional and consistent solution
to their support requirements, which has enabled existing IT resources
to continue with internal projects and has significantly cut overall
support costs. Other client benefits include the ability to provide
telephone cover at any time during the service window, potentially
expand the service vertically and horizontally, as well as perform
planned activities that occur throughout the trading day.
Sun now has a tried and tested partner who provides a highly flexible
but quality managed service solution enabling them to satisfy the
overall needs of their customer.
“Over
the past two and a half years, we have established a very good working
relationship with Halian. They fully understand our requirements and so
this reduces the time, effort, and resources required in managing their
people and enables Sun to be more competitive” concluded Phil Ball, Service Integration Manager, Sun Microsystems.
Learn more about Halian Managed Services
More Client Case Studies
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