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Leading Outsourcing Solutions in IT, Finance, Back Office and Operations for Leading Companies
A Houston-based company struggled with the high costs and needed help maintaining adequate IT support during night shifts. Operating in Houston, their IT support teams had to work during off-peak hours, making it expensive to hire and retain skilled professionals. Consistent IT support during the Houston night ensured smooth operations and minimal downtime.
Global Wave Dynamics proposed an IT outsourcing solution to address these challenges, leveraging their ability to provide round-the-clock support.
Global Wave Dynamics started by analysing the existing IT processes, identifying bottlenecks, and implementing key performance metrics to monitor, track, and manage support activities efficiently.
To ensure 24×7 support, Global Wave Dynamics created a “follow-the-sun” team in India to cover Houston’s night shifts. This eliminated the need for local night-time staffing while maintaining uninterrupted IT service.
A senior IT professional was hired in India to lead the outsourcing initiative. This leader was responsible for establishing the team, onboarding talent, and setting up the training infrastructure to ensure consistent, highquality support.
With undefined IT processes, Global Wave Dynamics worked closely with the client to create clear SOPs and TATs. These guidelines helped streamline processes, allowing for the tracking and comparison of performance metrics across the team.
Global Wave Dynamics successfully transformed the client’s IT support function by implementing a follow-the- sun model, creating a scalable support team, and refining processes for better monitoring and management. Through this collaboration, the client now enjoys reliable, cost-effective 24×7 IT support, empowering them to focus on their core business activities while ensuring operational continuity.
Leading Outsourcing Solutions in IT, Finance, Back Office and Operations for Leading Companies
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