Offshore Application Support

Challenge

Provide Level 2 and Level 3 Production Support offshore.

Solution

Set up a team to deliver ongoing production support. Level 3 support team required development capabilities to provide break-fix and application enhancements.

• Offshore team was established with support engineers and developers.
• Tescra’s proprietary knowledge transfer methodology SmarTransfer was implemented to ensure complete and seamless knowledge transfer between the client and Tescra teams.
• Supported by an application architect to ensure quality in break-fix and enhancement projects.
• Resource ramp-up was structured with shadow resources, training and interns to bring in well prepared and well-trained resources.

Results

• Smooth transition from client IT teams to Tescra support, reducing overheads of documentation and rework.
• Cost reduction by deploying junior but well-trained resources using shadowing model.
• SLA guarantees met by ensuring proper QA on all work delivered with support from Practice Leadership and application architects.