This global financial services giant kicked off a Cloud Platform Services implementation project at six of its US locations, with the goal of simplifying processes for their Windows application development. The project relies on leading edge technology, but the client initially lacked a competent first level support team to deliver 24/7 support throughout the configuration and implementation process.
The cloud solutions provider on this project approached CyberSearch to provide a team of cloud consultants who were proficient in SCOM, DPM, VMM, MS Azure and operating systems skills. Responsible for monitoring, identifying and resolving issues, these experienced system engineers and admins were tasked primarily with knowledge transfer for the first level support team, onboarding them into the role with a sufficient background in systems troubleshooting and maintenance.
This project is still in-progress, but is well on track to meet the deadline goals. The consultants are currently training a team of 16 first level tech support professionals, with an additional 16 projected for future onboarding. Furthermore, these consultants have also been tasked with preparing knowledge transfer documents for future use as the support team scales in size.