One of the Largest Banks in UAE Partners with Intertec for End-to-End IT Managed Services

In a landmark partnership, Intertec Systems collaborated with one of the UAE’s largest banks to revolutionize IT Infrastructure Services, ensuring seamless day-to-day operations and extending service availability beyond standard business hours. This engagement showcased Intertec Systems’ prowess in efficiently managing, operating, and optimizing the bank’s ICT infrastructure while guiding them through a transformative technological journey. By offering comprehensive E2E ownership and expertly coordinating multi-vendor teams, Intertec Systems consistently delivered excellence without ever passing the buck.

Business Problem

The limitation of service availability beyond standard business hours restricted responsiveness and the ability to meet the needs of the bank, prompting us to explore innovative solutions for 24/7 support. Persistent issues with patch compliance pose a significant cybersecurity threat, leading us to implement a comprehensive strategy with regular audits and continuous training. Elevated operational costs demanded a meticulous examination of our processes, driving efforts to streamline workflows, optimize resource allocation, and explore technology solutions for substantial cost reduction. Acknowledging an extremely low Customer Satisfaction (CSAT) score, Intertec was committed to enhancing the overall customer experience through targeted strategies, including surveys and improved service protocols. Additionally, the lack of control in asset management processes compelled the Intertec team to institute a comprehensive system leveraging advanced tools and best practices, aiming to optimize resources and enhance organizational accountability. These challenges approached transparently and proactively, presented opportunities for growth, improvement, and the reinforcement of Intertec’s commitment to organizational resilience and exceptional value delivery.

How Intertec Helped

Intertec adopted a Hybrid Delivery approach with support from the bank’s HQ premises in Sharjah, Intertec Shared Services Centre in Dubai, and Intertec Offshore location in Mumbai. This method ensured optimized resource availability resulting in smooth business operations. As a part of BAU operations, the Intertec Managed Services team provided support for an onsite IT Service Desk attending to the bank’s user issues, an End User support team for handling Desktop support issues, 24×7 monitoring of the IT estate using an advanced monitoring tool solution (SolarWinds), Mainframe support, IT Infrastructure and Network support forming the backbone of the client’s IT landscape. Comprehensive documentation was undertaken, resulting in the creation of new Standard Operating Procedures (SOPs) for all domains, encompassing knowledge management, source code, and documentation management within the established scope, all while committing to providing industry-best SLAs.

Business Outcomes Delivered

The strategic initiatives undertaken significantly enhanced the client’s operations, resulting in notable improvements across various facets:

Improved Turnaround Time (TAT) for incidents and requests, ensuring prompt and efficient resolution.
Achieved a Customer Satisfaction (CSAT) rate of 90% and above among end users.
Enhanced Patch Compliance from 70% to 98%, strengthening cybersecurity.
Optimized operational efficiency through System Improvement Plans (SIPs), resulting in cost savings.
Successfully completed four Technology Refresh Projects within eight months.

Industry

Financial Services

Company Size

500+

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