Our customer is a leading renewable energy player managing a 7.5GW portfolio of wind, solar PV, hybrid power, energy storage, and green hydrogen assets across multiple countries. With ambitious targets for five-fold growth and achieving carbon neutrality by 2030, the customer relies on robust managed IT services to drive operational excellence and digital transformation in support of the global energy transition.
The Challenges (Before Managed Services)
- Complex, Distributed IT Landscape: The customer’s rapid growth and geographically dispersed teams demanded robust, responsive IT support, but fragmented operations led to gaps in availability and consistency of service.
- Manual Processes and Data Silos: End users experienced delays in issue resolution, impacting productivity and increasing the risk of downtime for critical business applications.
- Security and Compliance Needs: Multiple cloud-based systems and devices required unified management to ensure data protection and regulatory compliance.
- Limited In-House Support Bandwidth: The IT team was unable to scale efficiently to support business expansion, new technology rollouts, and growing cybersecurity needs.
Embee Software’s Managed Services Solution
The customer engaged our Managed Services to bring consistency, proactive support, and scalable expertise to its IT operations enabling focus on business growth and innovation.
Solution Features:
- Onsite, Dedicated Support Team: Two Level 2 engineers (one for end-user/desktop support, one O365/AD specialist) based at their Delhi office, providing hands-on assistance for hardware, applications, Office 365, and network needs.
- 24×7 Service Monitoring & Desk: ITSM platform for call logging, real-time issue tracking, and direct escalation via web, email, or phone, with Embee Software’s Network Operations Center in Kolkata covering remote/holiday support.
- Comprehensive Coverage: Management spans Active Directory, Azure AD Connect, Windows Server, Teams, SharePoint, Exchange Online, Microsoft Defender, Intune, and EMS.
- Structured Transition & Governance: Phased implementation including in-depth knowledge transfer, ITSM and monitoring setup, and ongoing user enablement minimized risk during onboarding.
- SLA-Driven Support: Prompt, process-driven resolution for incidents and requests, rigorous ticketing and RCA documentation, with transparent escalation protocols.
- Change Management & Security: Policy-driven patching, device management, and endpoint protection with Microsoft Defender and Intune, ensuring compliance and threat mitigation.
Key Highlights of Engagement
- Multi-Cloud, Modern Stack Support: Embee Software supports over 600 O365 seats and hybrid AD environments, plus advanced M365 workloads (Teams, Defender, EMS, Co-Pilot).
- Aligned Operating Hours: Engineers available weekdays 9:30am–6:30pm; compensatory and remote NOC coverage for leave/holidays ensures zero disruption.
- Full End-User Lifecycle Support: From onboarding, device setup, and permissions to troubleshooting, upgrades, and application management.
- Platform, Policy, and Reporting Enhancements: Unified device and identity management, robust compliance tracking, and actionable dashboards for their IT leadership.
Business Impact
- Accelerated Issue Resolution: End users experience markedly faster support response and problem resolution, minimizing productivity loss.
- Standardization and Best Practices: Consistent application of security, compliance, and device policies across applications, endpoints, and geographies.
- Operational Efficiency: The customer’s IT is freed from routine trouble tickets and empowered to focus on core innovation and digital transformation projects.
- Risk Mitigation: Proactive patching, threat detection, and user-awareness reduce the likelihood and impact of security incidents.
- Empowered Users: Reliable support for hybrid work, collaboration tools, and mobile device management enables business agility and resilient operations.
Customer Perspective
“With Embee Software’s engineers embedded onsite and a responsive remote support network, we have achieved a level of day-to-day IT reliability and user empowerment that perfectly aligns with our ambitions for growth and global sustainability. Embee Software manages the complexity, so we can focus on driving the energy transition.”
– IT Leadership
Why Embee Software: A Strategic Managed Services Partner
- Industry-Leading Experience: More than 2500 enterprise clients, deep cloud, security, and Microsoft 365 expertise.
- SLA-Driven, Customer-Centric Model: Onsite and remote support, with clear escalation, regular engagement reviews, and transparent communication.
- Comprehensive, Flexible Support: Adaptable to changing business requirements, new technology deployments, and evolving security needs.
- Focus on Your Growth: Embee Software’s managed services allow customer to concentrate on mission-critical outcomes delivering clean energy and sustainability at scale.
