Global Shared Technology Services Provider Enables Always-on Cloud and Identity Services Across International Organizations
Key highlights
99.94% system uptime
Consistent system uptime achieved through 12x5 offshore support and on-call weekend coverage.
500+ Azure resources
Azure resources supported on the Client's Azure Cloud portal, with daily/weekly/monthly health checks
9 organizations supported
International organizations supported through full-lifecycle Microsoft Intune deployments
Summary
Since 2019, Zensar has supported the client's shared-services environment with Azure Cloud and Azure Active Directory (Azure AD) operations serving a global community of international organizations.
The engagement provides 12x5 offshore support with on-call weekend coverage, ITIL-aligned service management, and end-to-end support for Microsoft Intune, Windows 365 Cloud PCs, Azure Virtual Desktop (AVD), and VMware Horizon environments, achieving a consistent 99.94% system uptime.
Client overview
Enabling digital transformation through a scalable global shared-services model
With over 50 years of experience, the client supports the digital transformation and future of the international organizations it serves by delivering scalable, innovative solutions through a cost-effective, shared services model. This approach empowers its partners to accelerate adoption of required technologies and better serve global needs. Zensar has worked with the client since 2019, delivering services through both time-and-materials (T&M) and fixed-price engagement models, with a team of about five offshore resources providing Azure Cloud and Azure Active Directory support across the client's global enterprise environments.
Challenges
Complex cloud and identity operations put service availability and rapid issue resolution to the test
Managing complex Azure cloud operations while maintaining service availability and consistently meeting SLAs across multiple international organizations.
Ensuring end-to-end ownership of incidents and changes with timely tracking, communication, and service restoration to minimize disruption across Azure Cloud and Azure AD environments.
Rapidly diagnosing and resolving issues, including SSO issues, conditional access policies, ADFS authentication, and synchronization.
Proactively maintaining the health and stability of Azure AD Connect and ADFS environments to support a distributed global user base.
Solutions
Delivering proactive, always-on cloud and identity support at scale
The team provides Azure Cloud operations and support to the client through 12x5 offshore coverage with weekend on-call support, incident and change management via ServiceNow and Fresh services, and resource delivery across the range of organizations the client serves, supporting 500+ Azure resources on the Azure Cloud portal with daily, weekly, and monthly infrastructure health checks.
Azure Active Directory services are delivered through 12x5 offshore and weekend on-call support; incident and change management via ServiceNow for multiple organizations; troubleshooting SSO, conditional access policy, ADFS authentication, and sync-related issues; and end-to-end level 2 support for Azure AD, Azure AD Connect, and ADFS.
Azure Cloud operations
12x5 offshore and weekend on-call support, incident and change management via ServiceNow and Fresh services, and daily/weekly/monthly infrastructure health checks.
Azure resource support at scale
Delivering resourcing support across the organizations the client serves, and supporting 500+ Azure resources deployed on the Azure Cloud portal.
Identity issue resolution
End-to-end Level 2 support for Azure AD, Azure AD Connect, and ADFS, troubleshooting SSO, Conditional Access Policy, and sync-related issues.
Solution enablers
Full lifecycle Intune management
Managed the full lifecycle of Microsoft Intune deployments across multiple international organizations.
End-to-end device and desktop support
Provided end-to-end management and support for Windows 365 Cloud PCs, Azure Virtual Desktop (AVD), and VMware Horizon infrastructure environments.
ITIL-aligned service management
Maintained operational excellence through ITIL-aligned service management practices and processes.
Scalable offshore delivery model
Delivered primarily through an offshore model, enabling scalable, cost-effective support services.
Business outcomes
Driving 99.94% uptime and consistent SLA performance across cloud and identity services
The engagement ensured no pending requests or incidents across the Client's Azure Cloud environment, kept environments healthy, and consistently met SLAs, earning appreciation from the organizations the client serves. On the Azure AD side, the team prevented security threats, maintained environment health, delivered on deadlines, and sustained 99.94% system uptime. Together, the Azure Cloud and Azure AD support engagement delivered reliable, secure, always-on cloud and identity services across the client's shared-services environment.
