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Driving Operational Excellence and Uptime Across Global Communications Infrastructure

How a multinational communications infrastructure operator improved service reliability, reduced ticket volumes, and optimized performance across 187+ applications, 940 virtual machines, and 9,000 users.

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Client

The client is a publicly held company and independent operator of wireless and broadcast communications infrastructure spanning multiple countries. Managing this scale of infrastructure means overseeing 123+ servers, 940 virtual machines, 240+ databases, 187+ applications, and 450 TB of storage, serving approximately 9,000 users. As a long-standing BCT partner of seven years, the organization has relied on BCT to keep this complex, multi-vendor environment performing at the level its business demands.

Challenge

Running communications infrastructure at this scale, across heterogeneous systems and multiple geographies, creates operational pressures that compound over time without the right support model in place.
1

A heterogeneous systems environment with multiple vendors and technologies made standardization and consistent performance management inherently difficult.

2

Vendor management across a sprawling application and infrastructure landscape introduced coordination complexity that stretched internal teams thin.

3

Maintaining optimized performance across 187+ applications and hundreds of underlying systems required continuous monitoring, tuning, and intervention.

4

Total Cost of Ownership (TCO) pressures demanded that every operational decision be weighed against its long-term cost impact, leaving little room for inefficiency.

5

Rising Operational Expenditure (OpEx) put pressure on the organization to do more with less, while still meeting demanding service commitments.

6

Effective utilization of hardware compute power remained a persistent challenge, with underused capacity representing both a cost and a performance risk.

Solution

BCT structured its engagement around a flexible, outcomes-focused managed services model designed to absorb operational complexity, maintain performance at scale, and continuously improve the efficiency of the client's infrastructure environment.
1

Managed Services Support: Delivered end-to-end managed services covering the full breadth of the client's infrastructure and application landscape, providing consistent, accountable oversight across systems.

2

L2 and L3 Support: Provided deep technical support across both Level 2 and Level 3 tiers, ensuring that issues were resolved with the right expertise at the right level, without unnecessary escalation delays.

3

Onsite and Offshore Delivery: Operated a blended onsite-offshore delivery model with a peak team size of 35, enabling cost efficiency without sacrificing responsiveness or quality.

4

Touch Point Integration: Established structured touch point integration across teams and stakeholders to ensure alignment, visibility, and accountability throughout the engagement.

5

Capacity Planning: Delivered proactive capacity planning to anticipate infrastructure demands, prevent performance degradation, and ensure the environment scaled in line with business needs.

6

Testing: Incorporated testing disciplines into the managed services framework to validate changes, reduce risk, and maintain operational stability across a complex, interdependent environment.

Impact

For an operator running communications infrastructure across multiple countries, reliability is not a technical metric. It is a business promise. BCT helped the client keep that promise consistently, over seven years.
1

SLA compliance held at 99.03, reflecting consistent, high-quality service delivery across a demanding and complex environment.

2

Automation applied to repetitive incident types reduced overall ticket volume by 4%, freeing up team capacity for higher-complexity work.

3

80 integration frameworks were built to connect legacy systems, improving interoperability and reducing the operational friction caused by siloed infrastructure.

4

Weekly Change Advisory Board (CAB) implementation brought structure and governance to change management, reducing risk and improving coordination across the environment.

BCT's managed services model gave the client something as important as uptime: a dependable, long-term partner with the depth and flexibility to grow with a communications business operating on a global scale.

Office location

148, Rajiv Gandhi Salai(OMR), Okkiyam Thoraipakkam, Chennai - 600 097

Phone number

+91 44 43449000,
+91 44 61739000

Email address

talktous@bahwancybertek.com

Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.

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