Client is a world-renowned brand in the sports footwear and apparel industry.
Initially, they partnered with Infosys for Retail Business Central Online Support and today this is one of the largest support projects in Infosys Microsoft Practice.
Facing significant challenges with data monitoring and communication, the client forged a strategic partnership with Infosys to tackle head-on with an innovative, market-ready approach. Over time, the scope has grown and today Infosys provides them with comprehensive global support across 1500+ stores and 40+ countries.
Key Challenges
- Impact on the critical supply chain process due to overnight job failures for P1 (critical high priority) incidents.
- Difficulties in managing critical data replication across 40+ countries and over 1500+ stores.
- Absence of continuous monitoring and alerting for mission-critical system operations.
- IT environmental constraints restricted smooth and timely communication.
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The Solution
- Leveraged Grafana dashboards for robust monitoring of data replication and critical job performance.
- Created an automated monitoring system with real-time email alerts for job failures, seamlessly integrated with Opsgenie for on-call notifications.
- Deployed Cisco Jabber for direct and smooth communication with business users across the globe.
- Implemented the Opsgenie alert mechanism, ensuring 24/7 on-call support to swiftly address critical job failure issues.
- Expertly managed Incident Management, Problem Management, and executed Bug Fixes with precision and efficiency.
- Strategically planned and executed release deployments for service packs and hotfixes, ensuring smooth and timely updates.
- Supported three distinct application versions, each meticulously tailored to meet the unique demands of various markets.
- Delivered seamless support for Retail Point of Sales (POS) solution operations across an expansive footprint across 30 countries globally.
- Ensured unwavering support with 18x6 on-desk availability and 24x7 on-call availability for critical high-priority (P1) incidents.
- Successfully orchestrated the rollout of the new LS Central version across five countries in the APAC, EMEA, and LAM regions.
- Implemented continuous, proactive measures to significantly reduce the volume of over 100+ monthly tickets by leveraging advanced shift-left strategies, Root Cause Analysis (RCA), and State-of-the-Art automation tools.
- Consistently enhanced team productivity and effectively reduced the Mean Time to Resolve (MTTR) on a monthly basis, demonstrating exceptional efficiency and effectiveness.
Benefits
Consistently maintained an outstanding >95% SLA compliance rate, reflecting exceptional reliability and performance.
Achieved a remarkable 10% year-over-year volume reduction by leveraging various strategic approaches and innovative levers.
Successfully executed shift-left strategies, delegating 14% of tickets to the L1 team, effectively managing an average of 90+ tickets per month.
Implemented innovative improvement ideas provided to the product team, resulting in an average reduction of 35+ tickets per month.
Seamlessly integrated new markets into support operations without necessitating additional Change Requests (CR), demonstrating adaptability and scalability.
