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HCL Ensuring Smooth IT for the World’s Leading Brokerage Firm HCL has built strong, innovative IT solution for the company to save costs About the Customer: The customer is one of the largest online brokerage firms in the world with 4,000 employees and is rapidly growing its presence in the emerging markets. Challenges: Burgeoning cost of its operations Distributed processes, tools and service delivery framework No consistency of SLA’s Higher risk to operations due to disruptions in the existing IT framework Lack of a solution which could increase the flexibility and responsiveness to the customer Lack of scalable solution to take care of both peaks and downturns. Key Reasons Behind Selecting HCL as an IT Partner: Leveraging HCL’s thought leadership and domain knowledge Rich experience in the industry Established senior management relationships Flexibility and transparency Nullifying the “incumbent vendors”. The HCL Solution: Automated SLA reporting in crystal reports MAC admin team was formed in helpdesk to cater to MAC requests 65 FTEs for infrastructure services TNM based project — staff augmentation Support for users in the U.S., the U.K. and the Philippines Supported from OMCs in Noida and Gurgaon (India). Benefits Achieved: 50% reduction in TAT of MAC requests, resulting in faster resolution. Process director is developed for managing / tracking all the activities in process oriented manner dynamically and centralization of all the docs Risk minimized migration from Oracle 9i to Oracle 10g SLA-based approach, which was not present earlier in customer environment.
Related Links: Identity and access management Managed security services IT infrastructure outsourcing
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