Production is going on.
Oman oil & gas operator lifts IT service quality across 200+ apps
BCT helped an Oman operator move from reactive IT support to a unified, proactive service model built around outcomes.
Client
Challenge
A leading national oil and gas exploration and production operator in Oman runs a geographically distributed, safety-critical operation. Its IT and communications environment supports more than 100 network devices, 74,000+ telecom endpoints and 200+ business-critical applications across headquarters and remote field locations in Northern and Southern Oman.
The scale made IT service performance an operational issue, not simply a technology concern. The existing support model was largely reactive and technology-led. Service delivery varied across areas, process ownership was unclear and recurring incidents were often resolved without eliminating their root causes.
In a national operating environment where even minor service gaps can carry disproportionate consequences, the operator needed a more consistent way to manage end-user support, telecommunications, applications, information and data, and business analysis/project/change management.
The brief also went beyond service levels. The operator wanted the support model to advance In-Country Value and Omani talent development while maintaining safety and reliability. Any transition from the incumbent provider therefore had to protect continuity while changing how the service was run.
The scale made IT service performance an operational issue, not simply a technology concern. The existing support model was largely reactive and technology-led. Service delivery varied across areas, process ownership was unclear and recurring incidents were often resolved without eliminating their root causes.
In a national operating environment where even minor service gaps can carry disproportionate consequences, the operator needed a more consistent way to manage end-user support, telecommunications, applications, information and data, and business analysis/project/change management.
The brief also went beyond service levels. The operator wanted the support model to advance In-Country Value and Omani talent development while maintaining safety and reliability. Any transition from the incumbent provider therefore had to protect continuity while changing how the service was run.
Solution
BCT introduced a unified managed-services model covering five towers: Desktop & End-User Support, Telecommunications, Application Support & Maintenance, Information & Data Management, and Business Analysis/Project & Change Management.
The towers operate under one governance structure rather than as separate contracts. A Management Center covers governance, risk and compliance. A 24x7 Command Center handles major incidents and events. An AI-powered service desk provides Arabic-language support through cognitive automation. An Automation Center applies RPA and machine learning, while a Process & Audit Engine aligns delivery with ITIL 4, CMMI and COBIT. Service Integration structures handoffs between managed services and project teams. ICV is embedded across the towers, and operational analytics drives continuous review.
The delivery followed the 4S methodology—Simplify, Standardize, Stabilize and Sustain. Transition moved through four risk-managed waves designed for zero business disruption. Incumbent personnel were rebadged where appropriate, while a dedicated training academy and structured upskilling supported the goal of full team localization within one year.
The operating model also used specialist technology partners where needed rather than forcing every capability into one toolset. BCT led program governance, AI-led managed services and the ICV strategy, while best-fit partners supported niche capabilities.
The towers operate under one governance structure rather than as separate contracts. A Management Center covers governance, risk and compliance. A 24x7 Command Center handles major incidents and events. An AI-powered service desk provides Arabic-language support through cognitive automation. An Automation Center applies RPA and machine learning, while a Process & Audit Engine aligns delivery with ITIL 4, CMMI and COBIT. Service Integration structures handoffs between managed services and project teams. ICV is embedded across the towers, and operational analytics drives continuous review.
The delivery followed the 4S methodology—Simplify, Standardize, Stabilize and Sustain. Transition moved through four risk-managed waves designed for zero business disruption. Incumbent personnel were rebadged where appropriate, while a dedicated training academy and structured upskilling supported the goal of full team localization within one year.
The operating model also used specialist technology partners where needed rather than forcing every capability into one toolset. BCT led program governance, AI-led managed services and the ICV strategy, while best-fit partners supported niche capabilities.
Impact
In the most recent year, the managed-services program handled more than 185,000 tickets and 70,000+ calls across the towers. It touched 550+ applications, supported 45+ projects and deployed 85+ change requests. The transition completed well ahead of the stipulated timeline.
End-user support improved measurable service indicators. First-time resolution rose from 86% to 90%, first-contact resolution from 81.4% to 82.8%, and customer satisfaction from 91.3% to 92.6%, while SLA closure reached 98%. Escalation time fell 15%, self-service adoption increased from 25% to 30%, and related tickets fell 52% through automation.
Telecommunications achieved asset-management SLA compliance at or near 100% across key metrics and completed 23 call-off projects. Application support exceeded KPI targets across all H1 months, including five consecutive months of full attainment. Information and data management reached 100% on-time enhancement delivery by Q2 2025 after moving to a complete managed-services model.
The program also maintained zero Lost Time Injuries, completed ISO 45001 and ISO 14001 certifications and achieved Year One ICV KPIs. Omani tower leads were allocated across Towers 1–4, supported by in-house training and buddy programs.
The result is a service model measured not only by tickets closed, but by reliability, user experience, safety and local capability.
End-user support improved measurable service indicators. First-time resolution rose from 86% to 90%, first-contact resolution from 81.4% to 82.8%, and customer satisfaction from 91.3% to 92.6%, while SLA closure reached 98%. Escalation time fell 15%, self-service adoption increased from 25% to 30%, and related tickets fell 52% through automation.
Telecommunications achieved asset-management SLA compliance at or near 100% across key metrics and completed 23 call-off projects. Application support exceeded KPI targets across all H1 months, including five consecutive months of full attainment. Information and data management reached 100% on-time enhancement delivery by Q2 2025 after moving to a complete managed-services model.
The program also maintained zero Lost Time Injuries, completed ISO 45001 and ISO 14001 certifications and achieved Year One ICV KPIs. Omani tower leads were allocated across Towers 1–4, supported by in-house training and buddy programs.
The result is a service model measured not only by tickets closed, but by reliability, user experience, safety and local capability.
BAHWAN CYBERTEK PVT LTD
Terms of Use
Right to Use
Intellectual Property Rights:
Third-Party Content:
No Warranties
Indemnity & Limitation of Liability
Data Privacy
Laws & Jurisdiction
By accessing this website (“Website”), you acknowledge that you have read, understood, and accepted these Terms of Use that govern the use of this Website. In the event of you are not agreeing to these terms and conditions, you are requested by Bahwan CyberTek Private Limited (“Bahwan CyberTek”) not to access the Website or download any materials from the Website. Your continued use of / access to the Website or downloading any material available on the Website will be construed as your acceptance of these Terms of Use. Bahwan CyberTek reserves the right to make modifications, changes, and alterations to the contents of this Website, including these Terms of Use, at any time without any prior notice.
Bahwan CyberTek does not represent that the contents or materials available at this site are appropriate or available for use in your country and access to them from territories where their contents are illegal, is prohibited. You are responsible for compliance with all the applicable local laws.
Right to Use
Bahwan CyberTek only grants you a non-exclusive, non-transferable, limited right to access, use, and display this Website and the materials thereon only for personal and informational purposes.
Permission to use documents (such as white papers, press releases, and other publications) that can be downloaded from this Website is granted by Bahwan CyberTek, provided that, (1) Bahwan CyberTek’s copyright notice appears in all the copies of documents, (2) Use of such documents from this website is for informational and non-commercial use only and will not be copied or posted on any network computer or broadcast in any media, and (3) No modifications of any documents are made. Any unauthorized use is expressly prohibited by law and may result in severe civil and criminal penalties.
The documents specified above do not include the design or layout of this Website. Elements of this Website are protected by trade dress and other laws and may not be copied or imitated in whole or in part. No logo, graphic, sound, or image from this website may be copied or retransmitted unless expressly permitted by Bahwan CyberTek.
Intellectual Property Rights:
This website, including its design, layout, code, and contents, and all the material present (excluding any third-party materials) is the exclusive property of Bahwan CyberTek and protected by copyright laws. Copying, reproducing in whole or in part, or creating derivative works in any form or medium, without express written permission is prohibited. Bahwan CyberTek does not grant any express or implied rights under any patents, trademarks, copyrights, trade secret information, or any other intellectual property rights.
Bahwan CyberTek’s logo is the registered trademark of Bahwan CyberTek and is protected by trademark laws. Bahwan CyberTek and the names of Bahwan CyberTek’s products referenced herein are trademarks of Bahwan CyberTek. Other products and company names mentioned herein may be trademarks and/or service marks of their respective owners and are acknowledged as such without prejudice.
Third-Party Content:
The Website may make information or material of third parties available (“Third Party Content”). By accessing such Third-Party Content, you may leave this Website and be directed to an external website that is not maintained by Bahwan CyberTek. Any access or use of such third-party websites by you shall be at your own risk and responsibility. Also, the Website may provide links to third-party sites. These linked sites are not under the control of Bahwan CyberTek and Bahwan CyberTek is not responsible for the contents of any linked site or any link contained in a linked site. Bahwan CyberTek provides links to you only for your convenience, and the inclusion of any link does not imply endorsement by Bahwan CyberTek of the site. Bahwan CyberTek makes no warranty or representation and does not endorse any such Third-Party Content.
The Website is hosted on a third-party server and any use of or access of the Website by you shall be governed by the terms and conditions applicable to the use of such third-party server in addition to these Terms of Use.
No Warranties
ALL THE INFORMATION AND MATERIAL AVAILABLE ON THIS WEBSITE ARE PROVIDED ON AN “AS IS” BASIS WITHOUT ANY EXPRESS OR IMPLIED WARRANTIES OR REPRESENTATIONS OF ANY KIND. Bahwan CyberTek HEREBY EXPRESSLY DISCLAIMS, TO THE FULLEST EXTENT PERMITTED BY LAW, ALL EXPRESS, IMPLIED, STATUTORY, OR OTHER WARRANTIES OR REPRESENTATIONS, INCLUDING WITHOUT LIMITATION, THE IMPLIED WARRANTIES OF NON-INFRINGEMENT, MERCHANTABILITY, OR FITNESS FOR A PARTICULAR PURPOSE.
While all the documents and graphics included on the website are factual and true, Bahwan CyberTek and/or its respective partners make no representations about the suitability of the information contained in the documents and related graphics published on this website for any purpose.
Bahwan CyberTek does not guarantee or warrant that files available for downloading from this website will be free of infection or viruses, worms, Trojan horses, or other codes that manifest contaminating or destructive properties. You are responsible for implementing sufficient procedures and checkpoints to satisfy your requirements for the accuracy of data input and output, and for maintaining a means external to the website for the reconstruction of any lost data.
Indemnity & Limitation of Liability
You agree to indemnify, defend and hold harmless Bahwan CyberTek, its subsidiaries, and affiliates from any claim, cost, expense, judgment, damages, or other loss arising out of or in relation to your use of this Website in any manner.
The entire risk arising out of the use of this Website, its contents, or material downloaded therefrom, remains with the user. In no event shall Bahwan CyberTek be liable for any direct, consequential, incidental, special, punitive, or other damages whatsoever (including without limitation, damages for loss of business profits, business interruption, or loss of business information), arising out of or in connection with your use or access to the Website (including without limitation non-availability of the Website) even if Bahwan CyberTek has been advised of the possibility of such damages.
Data Privacy
Data privacy is important to Bahwan CyberTek. Bahwan CyberTek has a detailed Data Privacy Policy that is available on the link Privacy statement. Bahwan CyberTek’s Data Privacy Policy describes how we collect, use and disclose information that we may obtain through this Website or as a part of our internal processes.
Laws & Jurisdiction
These Terms of Use shall be governed by the laws of India, without giving effect to its conflict of law’s provisions. Any dispute arising out of or in relation to these Terms of Use shall be subject to the exclusive jurisdiction of courts at Chennai, Tamil Nadu, India.
PRIVACY POLICY
This Privacy Policy explains how Bahwan Cybertek Group (hereinafter referred to as “Bahwan CyberTek”, “we”, “us”, “our”) may collect, use, store, disclose, discard, or otherwise process your data including personal data provided when using our websites and describes the rights you have with respect to your personal data.
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
Personal Data
In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
Your rights in relation to personal data
You have the following rights in relation to your personal data:
Purposes for which we process Personal DataBahwan CyberTek may process your personal data for legitimate purposes as follows, but not limited to:
Bahwan CyberTek processes your personal data for the performance of the contracts, employment concluded with you, compliance with applicable legal or regulatory obligations or Bahwan CyberTek’s legitimate interests to provide you with adequate and qualitative information about products and services and to prevent against any excessive risk.
Transfer of Personal Data
Data Retention
Changes to this Privacy Policy
Contact Details
Bahwan CyberTek is committed to providing the highest level of protection regarding the processing of their vendors’/clients’/customers’/job applicants’/website visitors’ personal data based on applicable data protection laws and regulations at respective locations. In general, you can visit the Bahwan CyberTek website without providing personal data. However, there are times when Bahwan CyberTek will request personal data.
Personal Data
In this Privacy Policy, “personal data” is any data which relates to an individual who may be identified from that data, or from a combination of a set of data, and other information which is or may be in possession of Bahwan CyberTek, for instance information about your identity and contact details (such as name, email-ID, contact number).
Your rights in relation to personal data
You have the following rights in relation to your personal data:
- To access the personal data held by Bahwan CyberTek about you.
- To have your personal data corrected, for example, if it is incomplete or incorrect.
- To opt out of receiving marketing communications at any time
- To restrict or object to the processing of personal data or request erasing personal data (in certain circumstances and subject to applicable law)
- To receive a copy of the personal data which you have provided to Bahwan CyberTek (in certain circumstances and subject to applicable law)
Purposes for which we process Personal DataBahwan CyberTek may process your personal data for legitimate purposes as follows, but not limited to:
- Marketing / promoting and providing products and services.
- Monitoring and improving our website and its content.
- Conducting market research and surveys with the aim of improving / demonstrating our products and services.
- Complying with applicable local or foreign law, regulation, policy, voluntary codes, directive.
- Establishing, exercising, or defending legal rights in connection with legal proceedings (including any prospective legal proceedings) and seeking professional or legal advice in relation to such legal proceedings.
Bahwan CyberTek processes your personal data for the performance of the contracts, employment concluded with you, compliance with applicable legal or regulatory obligations or Bahwan CyberTek’s legitimate interests to provide you with adequate and qualitative information about products and services and to prevent against any excessive risk.
Transfer of Personal Data
Bahwan CyberTek may transfer personal data, to any other body corporate or a person located in any other country. Bahwan CyberTek shall ensure that data protection is adhered to by Bahwan CyberTek as per the global rules and regulations. The transfer may be allowed only if it is necessary for the performance of the lawful contract between Bahwan CyberTek or any person on its behalf.
Data Retention
Personal Data is important to us and Bahwan CyberTek has invested significantly in technology and processes to protect the safeguarding and confidentiality of your personal data. If Bahwan CyberTek engages external service providers to act as processor, we ensure that they adhere to the same standards as Bahwan CyberTek. Irrespective of where your personal information is transferred or stored, we take all necessary steps to ensure that personal data is kept secure.
Changes to this Privacy Policy
Bahwan CyberTek may update this policy from time to time. The use of the Bahwan CyberTek Websites and any products and services supplied are subject to our Terms and Conditions.
Contact Details
If you have any questions regarding this privacy policy or the protection of your personal data, you may reach out to Bahwan CyberTek Data Privacy Officer at DPO@bahwancybertek.com
148, Rajiv Gandhi Salai(OMR), Okkiyam Thoraipakkam, Chennai - 600 097
+91 44 43449000,
+91 44 61739000
talktous@bahwancybertek.com
Bahwan CyberTek is a global technology transformation partner, driving innovation and equipping companies for the future.
© 2026 Bahwan CyberTek. All rights reserved.