Modernizing IT Infrastructure for a 9 MTPA Steel Manufacturer
Standing up a modern IT operating model during a corporate transition is a different problem than modernizing IT infrastructure on its own timeline. This client had to do both at once — and needed a partner who could take over end-user support and infrastructure modernization without disrupting a business that runs 24 hours a day.
Client Profile
Our client is an integrated flat carbon steel manufacturer — from iron ore to ready-to-market products — with an achievable crude steel capacity of 9 million tons per annum (MTPA). Its manufacturing facilities span iron making, steel making and downstream facilities across India. Before its reincarnation as a joint-venture company, the client's IT had been managed by the erstwhile group company. New management wanted a smooth transition away from that incumbent IT partner, along with streamlined IT and end-user support services built for the business the company was becoming.
The Challenge
The client's IT challenges centered on a lack of modern infrastructure and process around end-user management. Specifically, the company needed to:
- Seamlessly transition its IT processes from the incumbent IT partner, with no disruption to the business.
- Upgrade a legacy IT infrastructure architecture built on many end-of-life (EOL) hardware and EOL OS versions.
- Stand up a 24/7 online ticketing system and help desk to manage customer complaints.
- Create processes to manage end-user support efficiently across a geographically distributed operation.
Building the Right Infrastructure & Creating the Process
The client needed a partner to take on all of the above and completely upgrade and modernize its IT infrastructure — standing up an entirely new IT Operations team and an SLA-based service desk supported around the clock. STS took on that engagement, having already delivered infrastructure management and support services to 100+ clients across a range of business domains.
The STS team ensured the transition from the incumbent partner across all IT-related infrastructure initiatives happened without friction, and continues to modernize and manage that infrastructure in its entirety. The team also stood up a 24/7 service desk, an online ticketing portal, and an IT support team based at 10+ locations across India, supporting several more locations remotely — streamlining and managing the company's IT infrastructure and end-user support within defined SLAs.
Our team has helped the client manage their legacy issues effectively. Ongoing modernization of their IT infrastructure has ensured that the organization has a more robust IT platform. Our end-user support services have ensured that the team now works productively and serves its customers more efficiently, driving higher customer satisfaction.
Results
Beyond the numbers: the streamlined process created by the new IT Operations team has enabled improved efficiency leading to cost optimization, and the client has seen a clear uptrend in customer satisfaction since the transition — the kind of outcome that shows up in fewer escalations and steadier day-to-day operations more than in any single metric.
This is the same discipline behind STS's broader Legacy Data and infrastructure modernization work — take over what's there without disrupting the business, modernize it deliberately, and build the operating model that keeps it that way.