Success Story

Services:

Cybage Helped a Leading Hospitality Solutions Provider to Reduce Revenue Leakage by Providing Proactive 24x7 Support Service

Travel & Hospitality

Posted On: 22 March, 2024

A leading hospitality technology innovator that provides cloud-based solutions for global markets
Over three decades of industry experience with services in more than 176 countries
Offers solutions for hotels to improve guest experience, reservations, sales & catering administration, property management, and operations.

Monitor the 24*7 Network Operations Center (NOC) and infrastructure support for the in-house data center
Decrease production issues to avoid revenue leakage
Ensure the application stack is always operational
Enhance the scalability and agility to manage global operations
Improve operation efficiency and service provider accountability
Manage global requests efficiently and reduce turnaround time

Providing 24*7 proactive support to the production and non-production environment
Supporting DevOps operations for all US time zones with a technical coordinator
Assisting in day-to-day management for all infrastructure platforms and deliverables
Managing operations support for application engineering, system engineering, network engineering, and incident management
Maintaining 365-day 24x7 help desk for L1, L2 and L3 tickets

11% increase in profit due to active monitoring of production and non-production environment
Providing 100% support to NOC, AppEng, SysEng, NetEng, and Incident Manager
100% customer issue coverage for L1, L2, and L3 infrastructure administration support
3000+ servers supported by various applications
Achieved 95% turnaround time to acknowledge P1 and P2 tickets within 5 minutes
Successfully settling service requests within 24 hours with 100% first time resolution
L1 ticket resolution with more than 95% accuracy
Over 30K tickets handled annually