Managed Network Services Offer Relief from IT Skills Shortages

Managed Network Services Offer Relief from IT Skills Shortages

The IT skills gap has plagued organizations for a number of years, and continues to increase. Gartner has reported that, “by 2020, 75 percent of organizations will experience visible business disruptions due to skills gaps, which is an increase from less than 20 percent in 2016.” This will not only impact new technology initiatives but ongoing infrastructure management. In-house IT staff are already stretched thin, creating operational risk.

Rahi Systems’ managed network services address this challenge. We have developed a world-class team of engineers who monitor and manage our customers’ networks. All of the engineers are Rahi Systems’ employees, and all have at least a bachelor’s degree in electrical engineering, computer science or an IT discipline. Sixty percent have a master’s degree. They are also certified by Cisco, Juniper and AWS, among others.

Our team operates out of two network operations centers (NOCs) in Fremont, Calif., and Pune, India, for 24×7 coverage. While most NOCs have Tier 1 engineers who simply create a ticket and dispatch the call to the customer’s IT organization, our NOC is capable from Tier 1 to Tier 3 — from opening the ticket to resolving the issue. Each customer is assigned a designated Program Manager who meets regularly with the customer and manages daily escalations, queue priorities and KPI reporting.

We apply state-of-the-art tools and can typically adapt to the tools the customer uses in-house. We also help customers apply best practices to their network operations. In one instance, a customer was using 14 different management tools. In less than a year we were able to reduce that to four, streamlining their operations and eliminating unnecessary work. It also reduced the number of tickets created from 400 per month to less than 70 on average.

Our managed network services are very flexible. We offer platinum, gold and silver service level agreements to meet various customer requirements. Within those service levels, there a wide range of options. Many customers come to us looking for staff augmentation rather than a fully outsourced solution. Our team supplements their in-house IT organization so their team can focus on strategic initiatives. Partnering with us also enables the customer’s engineers to take vacation without worrying about network support.

Our resident engineer program puts a Rahi Systems’ engineer onsite in the customer’s data center to handle day-to-day escalations. This person is backed by our entire engineering team, and can get assistance from our specialists as needed to support the customer. Depending on the service level, we can provide “smart hands” services for onsite hardware troubleshooting.

We also engage with vendor technical support as needed for problem resolution. Often, you’ll want the vendor involved because they may have seen the issue before and can offer a solution that we are not aware of. In addition, we can handle RMA processing for customers who share their warranty information with us. That way, the customer doesn’t have to worry about calling the vendor if there’s a hardware issue.

Rahi Systems has the scale to support large enterprise customers in demanding industries such as IT and healthcare. Our global reach enables us to support our customers’ operations virtually anywhere in the world. In addition, managed services customers can easily access our professional services and burst resources for project expansion.

Given the IT skills gap and growing network complexity, many customers are looking for help in managing and maintaining their networks. Rahi Systems’ managed network services help to relieve the pressure on in-house IT teams and ensure that network issues are resolved quickly and efficiently.

Ruddy Soehartono

About Ruddy Soehartono

Ruddy has more than 20 years’ experience in customer service and support management. He has worked in startups all the way to Fortune 500 companies, in the networking, telecom, financial services and sports industries, among others. He considers himself a lifetime coach and customer advocate, helping organizations build their support organizations. He holds a bachelor’s degree in Electrical Engineering from San Francisco State University and a number of business, technical and industry certifications.

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