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Keeping Global Biotech Operations Running Without Interruption

How one of the world’s largest biotechnology companies improved uptime, reduced critical incidents, and sustained 24x7 operational continuity across 100+ applications and 18,000 users.

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Client

The client is an American multinational biotechnology company based in Cambridge, Massachusetts, and one of the three largest biotech organizations in the world. Its work centers on discovering, developing, and delivering therapies for neurodegenerative, hematologic, and autoimmune diseases, making operational continuity not just a business priority but a patient-facing responsibility. With an environment spanning 67+ servers, 740+ virtual machines, an Exadata half rack, 73 databases, 120+ network devices, and 100+ applications serving 18,000 users, the organization needed a managed services partner with the depth, discipline, and flexibility to support infrastructure where failure is simply not an option. BCT has been that partner for over eight years.

Challenge

At this scale and in this industry, infrastructure challenges carry consequences that extend well beyond IT. Every gap in performance or availability has a direct bearing on the organization's ability to deliver on its mission.
1

Mission-critical applications running on older versions created exposure to performance degradation, security vulnerabilities, and compatibility risks that could not be deferred indefinitely.

2

Managing a sprawling third-party software landscape across multiple vendors introduced complexity that demanded constant coordination, expertise, and accountability.

3

Maintaining optimized performance across 100+ applications and hundreds of underlying systems required continuous monitoring, proactive intervention, and deep technical knowledge across multiple platforms.

4

Total Cost of Ownership pressures required every support decision to be weighed against its long-term financial impact, demanding efficiency without compromise on quality.

5

A need for flexible team sizing meant the support model had to scale up and down with business demand while maintaining consistent coverage and service quality.

6

Rising operational expenditure put pressure on the organization to contain costs without reducing the reliability or responsiveness that 18,000 users and critical research workflows depend on.

Solution

BCT designed a comprehensive, always-on managed services model built around the unique demands of a life sciences organization where infrastructure downtime has real-world consequences. Operating on a 12:38 onsite-to-offshore ratio with a peak team of 50, BCT brought round-the-clock depth and flexibility to every layer of the environment.
1

Multi-Vendor Support: Managed a complex, multi-vendor infrastructure landscape with a single accountable support model, reducing the coordination burden on internal teams and ensuring consistent service quality across all platforms.

2

Infrastructure and Database Support: Delivered end-to-end support across servers, virtual machines, databases, network devices, and storage, maintaining performance and availability across every layer of the environment.

3

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

4

EBS Upgrade Command Centre: Operated a dedicated command centre to manage Oracle EBS upgrades with precision and minimal disruption, keeping mission-critical applications current and compliant.

5

Follow-the-Sun Support Model: Delivered 24x7x365 coverage through a structured follow-the-sun model, ensuring no gap in support regardless of time zone or business hour.

6

DevOps Framework Implementation: Introduced a DevOps framework for space management, bringing automation and process discipline to an area that had previously relied on manual intervention.

7

Testing: Embedded structured testing practices into the support model to validate changes, reduce risk, and protect operational stability across a complex, interdependent environment.

Impact

Eight years into the engagement, BCT continues to deliver the reliability, efficiency, and strategic value that a global biotech leader operating at this scale demands.
1

Maintaining SLA compliance above 99.13% gave the organization the operational reliability its researchers, clinicians, and business users depend on, protecting the continuity of work that ultimately reaches patients.

2

Eliminating 6.3% of unplanned outages meant fewer disruptions to critical research and business workflows, reducing the hidden cost of downtime across an environment where every hour of lost productivity matters.

3

Reducing Severity 1 tickets by 5 to 8% reflected a shift from reactive firefighting to proactive infrastructure management, giving teams more stability and less crisis-driven pressure.

4

Upgrading mission-critical applications to N-1 version reduced the organization's exposure to security and performance risk, ensuring that the technology underpinning its most important workflows remained current and supportable.

5

Implementing a DevOps framework for space management introduced automation and discipline to a function that had been consuming disproportionate manual effort, freeing up capacity for higher-value infrastructure work.

6

Round-the-clock follow-the-sun support meant that an organization operating across time zones never faced a coverage gap, giving leadership confidence that the environment was always being watched, managed, and protected.

BCT's long-term partnership with the client is built on more than SLA numbers. It is built on the understanding that in life sciences, infrastructure reliability is inseparable from the organization's ability to do work that matters.

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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