Client Overview:
GlobalXperts supported a large System Integrator delivering managed infrastructure and collaboration support services for a leading Managed Service Provider (MSP) serving 50+ enterprise end customers. The engagement focused on providing round-the-clock operational support across network infrastructure, virtualization platforms, and Cisco Unified Collaboration environments, ensuring service continuity, reliability, and rapid issue resolution during both business and off-business hours.
The Challenges
The MSP faced recurring operational challenges impacting service stability and customer experience. Backup failures frequently occurred due to network bandwidth constraints, high traffic volumes, and resource contention caused by overlapping network-intensive activities. Additionally, ongoing server decommissioning and infrastructure changes required continuous alignment of backup strategies to prevent unnecessary resource consumption and ensure disaster recovery readiness.
Limited visibility into disk usage trends and delayed detection of failures further increased the risk of data loss. The environment also demanded rapid diagnosis of Windows system issues spanning hardware, software, drivers, and configuration layers—often outside standard business hours—making proactive monitoring and skilled on-call support critical.
Solution Delivered
GlobalXperts implemented a managed support model focused on proactive monitoring, rapid escalation, and efficient resolution of incidents, particularly during US off-business hours. A dedicated pool of 20–25 Level 1 and Level 2 engineers was assigned to deliver continuous infrastructure support.
Key solution components included:
- Proactive Monitoring & Escalation: Continuous system and backup monitoring with immediate escalation of Priority 1 (P1) incidents to on-call engineers.
- Virtualization Support: Management and support of VMware ESXi environments, enabling optimized resource utilization and stable virtual machine operations.
- Network Infrastructure Management: Support for routers and switches to ensure smooth traffic flow and minimize bandwidth-related disruptions.
- Collaboration & Voice Systems: Support for call recording platforms (Zoom, Callabrio, NICE), Cisco IP telephony, and Session Border Controllers (Oracle, Cisco) to maintain secure and reliable communications.
- Backup Optimization: Schedule tuning, removal of decommissioned systems from backup jobs, disk usage monitoring, and regular strategy reviews to prevent failures and data loss.
Results & Benefits
- Operational Stability: Significant reduction in backup failures through optimized scheduling, proactive monitoring, and improved resource management.
- Improved Performance: Consistent and reliable performance across virtualized and collaboration environments.
- Cost Efficiency: Project delivery within the estimated budget while improving infrastructure capacity and service quality.
- Faster Incident Resolution: Reduced downtime through structured escalation and 24×7 on-call engineering support.