About the client

An international company, a world leader in the construction of electric and power grids, active in many sectors, focused on technologies from the area of energy and automation, operating in over 100 countries, employing about 110 000 people

The challenge

The client was looking for L2 and L3 support for the Magento platform in 16×5 and 8×5 working modes respectively with 24/7 on-call support for end customers located in Europe and North and South America, using the Incident, Problem, Operations Management processes – based on defined SLA and KPIs.

What we did

  • Set up a dedicated L2 & L3 team including Service Desk, Operation Management for cloud base instance of Magento, and well-skilled developers who will act smoothly with the client’s dev team responsible for the implementation of this solution for various countries
  • Provided support for platform’s users worldwide and engage in log verification, analysis, and escalation to DEV (L4) team
  • Implemented ITIL processes including Incident, Event, Problem, and Operations Management

Benefits for the client

  • A range of support processes introduced to improve Service Management
  • Enablement of high-quality platform’s operations reflected in greater users’ satisfaction
  • Ongoing maintenance, operation management and helping in faster bug fixing that took off heavy workload off the client’s resources especially when it comes to delivering the extended hours required to cover various regions like US, EU, and Asia
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