YesIT Services - Icanio Technology
YesIT Services
Platform Developed
Overview
YesIT struggled with frequent third-party failures, poor monitoring, and limited L2 expertise. Icanio provided a skilled L2 team handling monitoring, network/server troubleshooting, Office 365, Windows Domain management, and vendor coordination. This maintained 99.9% uptime, reduced escalations, and improved client satisfaction through faster, more reliable IT operations.
Problem
- YesIT Services, catering to small and mid-sized enterprises, encountered recurring operational hurdles that impacted service reliability and client satisfaction.
- The team faced frequent third-party software glitches, hardware and network failures, and an increasing demand for 24/7 infrastructure monitoring.
Solution
- 24x7 Proactive Monitoring & Support: Deployed a dedicated L2 support team to monitor 23+ critical dashboards across client infrastructure and ensure uninterrupted system uptime.
- Comprehensive Troubleshooting & Escalation: Handled recurring issues with first-level resolutions and escalated complex incidents to L3 teams or third-party vendors for permanent fixes.
- System Administration: Managed Windows Domain services (AD, DNS, DHCP, GPO, IIS), Office 365 administration, and performed regular patching across environments.
- Backup & Vendor Coordination: Monitored backup schedules, resolved failures promptly, and coordinated with external vendors for bug tracking and support escalations.
Key Business Outcomes
- High Availability & SLA Adherence: Maintained 99.9% infrastructure uptime and significantly improved SLA compliance through proactive monitoring and timely resolutions.
- Efficient Issue Management: Reduced escalation volume by resolving most tickets at the L2 level, accelerating response times and minimizing service disruptions.
- Client Satisfaction & Scalability: Delivered consistent, expert support that enhanced client satisfaction and enabled YesIT to scale operations efficiently without overextending resources.
Technology
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Office Locations
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Address
Sathankulam Road, Nazareth,Tuticorin,
Tamil Nadu 628617.
#5056 Claymont,
DE 19703, United States.
#20-11 Tong Eng Building,
Singapore 069 533.
Centre
Margoschis Road, Nazareth,
Tamil Nadu 628617.
Centre
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Centre
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117
Sathankulam Road, Nazareth,Tuticorin,
Tamil Nadu 628617.
#5056 Claymont,
DE 19703, United States.
#20-11 Tong Eng Building,
Singapore 069 533.
Margoschis Road, Nazareth,
Tamil Nadu 628617.
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Sathankulam Road, Nazareth,Tuticorin,
Tamil Nadu 628617
#5056 Claymont,
DE 19703, United States.
#20-11 Tong Eng Building,
Singapore 069 533.
Centre
Margoschis Road, Nazareth,
Tamil Nadu 628617.
Centre
North Main Road, Tirunelveli,
Tamil Nadu - 627007
Centre
Zamin Pallavaram, Chennai,
Tamil Nadu - 600117