Our client is a leading global technology company specializing in the design and development of advanced semiconductor and communication technologies.
The Challenge
The client operates a global network of systems designed to enhance operational efficiency and support their advanced technological initiatives. However, they encountered several operational challenges within their global testing frameworks and infrastructure management systems that hindered efficiency. These key challenges included:
- Create point system issues: Limited error logging and data inconsistencies disrupted troubleshooting and testing stability
- Circuit platform complexity: Managing 29 distinct platforms for mobile and IoT systems required significant manual effort and was cumbersome
- Infrastructure monitoring: Supporting servers across global locations (US, Singapore, Europe, Taiwan, China, and India) demanded real-time monitoring and prompt issue resolution
- Resource coordination: Teams were required to manage diverse technologies (Windows, VMware, VDI, Storage, Unix, Linux) while ensuring round-the-clock operations, including night shifts
The Objective
The objective was to modernize and streamline internal systems and infrastructure to:
- Enhance troubleshooting capabilities and testing stability
- Simplify the management of circuit platforms and improve ordering processes
- Ensure seamless global server monitoring and issue resolution
- Provide efficient ticket management through ServiceNow while maintaining operational continuity
The Solution
Enhanced create point system:
- Introduced detailed error-logging mechanisms with screen capture for streamlined troubleshooting.
- Improved testing frameworks to ensure greater stability and accuracy
Streamlined web application:
- Optimized the ordering system for integrated circuits, enabling users to select from 29 predefined platforms or customize configurations as needed
- Migrated the system to a cloud-based architecture for scalability and improved performance
Infrastructure support optimization:
- Deployed ServiceNow for efficient ticket management, categorizing issues by technology type (Windows, VMware, etc.)
- Set up a global team for real-time monitoring and troubleshooting of servers in multiple regions
- Enabled associates to escalate high-priority tickets via conference calls, ensuring swift resolution regardless of experience level.
- Implemented a rotation-based work schedule, including night shifts, to maintain uninterrupted service
The Benefits
- Enhanced troubleshooting capabilities: The advanced logging systems allowed quicker identification and resolution of issues by 15-20%
- Simplified circuit management: Streamlined ordering and customization processes led to a reduction in lead time by up to 35% and a decrease in manual effort by up to 25%
- Reliable server monitoring: Real-time issue resolution ensured server health across global locations
- Increased operational efficiency: Optimized ticket workflows resulted in an improvement of efficiency by up to 25%
- Enhanced overall team productivity by 30%
