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Client Case Study - Investment Bank |
Reducing Support Costs Using Halian’s Managed Services
Introduction
In the fast-paced world of Investment Banking, keeping the wheels of
commerce in motion is critical, and system downtime, as well as causing
general disruption, can have a major affect on profitability. Halian in
partnership with Sun Microsystems now supply round the clock support
for the global systems of a leading city investment bank.
Background
A London based investment bank had been operating its own internal
support which was limited to office hours. However, working in a live
trade environment and operating on an EMEA-wide scale, they were
receiving an increasing number of out of hour calls and so recognising
the need to expand existing support levels approached Sun for a
solution.
Sun chose Halian’s Managed Service solution
because of their proven record of accomplishment in delivering value
added managed services. They were also able to extend the right level
of technical knowledge, experience, services, and support to provide
the right solution to the customer.
Solution
Halian’s Managed Service Solution offers a range of IT services and
support that enables the bank’s internal resource to utilise their more
in-depth company and sector knowledge to add value to the business.
Following an initial transition phase Halian is now providing a Managed
Service 24 x 7 x 365 specifically tailored to meet the operational
requirements of the investment bank. The company will be working with
Sun over a three-year period to provide comprehensive support that will
help to maintain and improve the banks service to both their internal
user and business community.
A Halian Service Delivery Manager oversees the team to ensure
continuity and provision of the highest possible services, in line with
the exclusively designed service level agreement for the bank.
The team has a wide remit that includes 1st line troubleshooting on
software products, working with Sun delivery to support all stages of
their projects, from production through to user acceptance; as well as
carrying out routine UNIX administration tasks and support.
Routine proactive maintenance in the form of application of software
patches, monitoring, and reviewing system capacity and all system logs
helps to reduce the likelihood of system failure. Whilst other
administrative tasks carried out by the team include preparation,
alteration, and management of UNIX scripts to automate repeated
administration tasks and also detection, triage and resolution of
Solaris™ operating system and storage incidents including root cause
analysis.
Continuous monitoring of client incident management systems and regular
participation at client service delivery meetings ensures that Halian
are able to provide services that support the customer’s business needs
now; as well as provisioning for the right level of future support.
Outcomes/Benefits
Early results from the provision of the Halian Managed Service solution
mean that the bank has been able to significantly reduce the number of
out of hour calls to its employees, reduce its costs, and benefit from
a number of value added services. The Halian team have already set to
work in delivering proactive support, implementing a number of patches,
and carrying out a successful software roll out. Halian is considered
an integral part of the bank’s operation and with Sun is recognised as
a trusted and strategic partner to the company.
Dan Lewis, Account Manager at Sun said: “Halian
have once again demonstrated their value as a trusted partner by
working with us to provide a cutting edge solution to this leading city
investment bank. They have even gone outside the scope of the service
to bring in additional skills and expertise and so are providing a
truly value added solution.”
The provision of Halian’s
Managed Service solution means that the bank is able to provide the
customised support and IT services on a 24 x 7 x 365 basis across their
EMEA operations.
Learn more about Halian Managed Services
More Client Case Studies
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