Our customer is India’s largest bank, serving millions of customers across thousands of branches. Managing a workforce that includes over 220,000 users, the customer requires highly available, secure, and seamlessly IT infrastructure Management to support its day-to-day banking operations and ambitious digital transformation agenda.
The Challenges
- Complex & Dispersed Environment: Their large, geographically distributed workforce relied on disparate systems for email, collaboration, and device management, leading to administrative complexity and inconsistent user experiences.
- Inefficient Manual Operations: Legacy processes for endpoint patching, device configuration, and Office 365 management resulted in higher operational overhead, extended incident resolution times, and increased risk of compliance lapses.
- Scaling IT Support: Rapid business growth and rising user numbers strained in-house IT resources, with insufficient capacity to deliver 24×7 support, quick onboarding, and agile security response.
- Risk & Compliance Pressures: The financial sector’s stringent regulatory environment demanded robust identity protection, rapid patching, and strict adherence to compliance standards, challenges compounded by distributed and legacy-controlled device management.
Embee Software’s Managed Services Solution
To overcome these challenges, the customer engaged Embee Software’s Managed IT Services for comprehensive, SLA-driven management of its Microsoft 365 environment including Office 365 productivity and security suite and its deployment and management of endpoints through Microsoft Endpoint Configuration Manager (CCM/SCCM).
Key Elements of the Solution
- End-to-End 24×7 Managed Service Desk: Centralized call logging, incident management, and knowledge base for Office 365 and MECM requests across all user profiles and locations.
- Multilevel Onsite & Remote Expertise: Deploying a team of 36 Office 365 specialists (L1–L3, Operational Manager), plus 5 MECM resources, ensuring round-the-clock support and deep domain expertise for Office 365, Intune, Azure AD Authentication, Endpoint Security, and Configuration Manager.
- Comprehensive Administration & Monitoring: Proactive management of Active Directory, Exchange, Teams, SharePoint, Intune, and Defender for 248,000+ users, leveraging native Microsoft tools and Power BI dashboards.
- Automated Endpoint Management (MECM/CCM): Centralized patching, software deployment, remote management, and compliance validation across all Windows endpoints, ensuring consistent device security and health.
- SLA-Driven Governance: Defined response/resolution times (as fast as 15 minutes for critical tickets), ITSM-driven workflows, built-in escalation matrix, and transparent monthly/quarterly reviews.
- Compliance & Security Assurance: Administration of MFA, Conditional Access Policies, Defender ATP, and regular patch/vulnerability closure for regulatory and operational compliance.
- Phased Transition & Ongoing Change Management: Structured onboarding, knowledge transfer, and continuous upskilling to keep pace with evolving technologies and regulatory needs.
Key Highlights of Engagement
- Pan-India, Multi-Profile Coverage: Support for 2,000+ senior officers (E5), 170,000+ F3 staff, and 57,000 Kiosk/Branch accounts, spanning Office 365, EMS, Azure AD, and Defender workloads.
- Unified Device and Application Lifecycle: Full stack management of desktops, laptops, and servers via MECM, including backup/restore, patch management, remote troubleshooting, and DR drills.
- Real-Time Monitoring & Reporting: Power BI-based dashboards, health checks, usage analysis, and audit logs enable transparent, data-driven IT management.
- SLA-Aligned, Penalty-Linked Delivery: Measurable performance standards; financial penalties tied to unavailability of support or SLA violations drive accountability.
- Business Continuity: Joint planning minimized downtime for migrations, and backup strategies help ensure uninterrupted operations during changes and upgrades.
Business Impact
- Increased IT Efficiency: Automated patching and device management enabled 100% endpoint compliance within approved timelines, significant reduction in manual intervention, and more rapid incident resolution.
- Enhanced Uptime & User Experience: 24×7 support and proactive monitoring led to prompt incident closure, higher user satisfaction, and minimal service disruption.
- Optimized IT Spend: Scalable managed service model allowed predictable, controlled IT costs even as user and device counts grew.
- Regulatory Readiness: Timely closure of vulnerabilities, robust reporting, and regular DR drills ensured them to meet or exceeded financial sector compliance requirements.
- Future-Ready IT: Flexible support enabled the customer to rapidly adopt new Microsoft 365 features and security capabilities, keeping pace with digital innovation initiatives.
Customer Perspective
“Embee Software’s Managed Support Services have been pivotal in transforming our collaboration and device management landscape. Their deep domain expertise, disciplined service delivery, and forward-looking governance have allowed the customer to focus on delivering seamless banking empowered by a secure, well-governed digital platform.”
–IT Leadership
Why Embee Software: A Strategic Managed Services Partner
- Financial Sector Expertise: Decades of experience managing complex, regulated IT environments at scale.
- Comprehensive, Certified Coverage: Deep skillset across Microsoft 365, security, and endpoint management ensures best practices and future readiness.
- Robust SLA Framework: Defined, transparent, and enforceable SLAs, with a consultative approach and continuous improvement processes.
- Results-Driven Partnership: Proven success delivering business continuity, compliance, and cost optimization for India’s largest enterprises.
With Embee Software as its IT Managed Services partner, the customer is assured of resilient, responsive, and future-ready collaboration and device management, empowering IT and business to drive banking innovation at national scale.
