Global IT Managed Services

Overview

GlobalXperts partnered with one of the world's largest and most successful IT solutions providers to deliver comprehensive managed services and technical support capabilities.

The organization is a global digital services and technology solutions provider specializing in cloud, security, networking, and modern data center infrastructure. Their engineering and solutions architecture teams help organizations acquire, deploy, secure, and operate technology platforms that drive business outcomes.

With dozens of locations throughout the United States and operations worldwide, the company delivers professional services, managed services, support services, and staffing solutions to thousands of customers through a flexible lifecycle engagement model.

The Challenge

In the early 2000s, the customer possessed a strong technical team but lacked sufficient resources to scale consulting, systems integration, and managed services operations. They required a trusted partner with advanced Cisco expertise and a 24x7 Network Operations Center capable of supporting rapidly growing customer demand.

Solution

In 2005, GlobalXperts entered a co-management partnership to provide Level 1 monitoring and support during nights, weekends, and non-business hours. This allowed the customer to focus internal technical resources on strategic initiatives while GlobalXperts managed operational support functions.

Over time, the engagement expanded to include Level 2 and Level 3 support for both on-premises and cloud-based environments. Shared network management platforms enabled seamless ticket handoffs, real-time visibility, and collaborative incident resolution.

Benefits

• Allowed the customer to focus on solution development and client delivery.
• Improved operational efficiency through shared management tools.
• Expanded technical coverage with Level 2 and Level 3 support capabilities.
• Enhanced service quality and responsiveness for enterprise customers.

Services Provided

• Remote Network Operations Center
• 24x7x365 Service Delivery
• Co-Managed MSP Model
• Network Monitoring & Maintenance
• Helpdesk Services
• Professional Services
• Support Services

Types of Enterprise Tickets Handled

• Firewall upgrades across multiple vendors
• Cisco ISE security advisory remediation
• Palo Alto, Cisco ASA, Fortinet, and Meraki policy management
• Wireless LAN deployment and troubleshooting
• VPN configuration and support including Cisco DMVPN
• Meraki infrastructure administration
• Certificate management and troubleshooting
• Custom reporting for Palo Alto and Cisco Sourcefire
• Routing modifications during outages and RCA activities
• Device health monitoring and alert validation