HCL Ensuring Smooth IT for the World’s Leading Brokerage Firm

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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