Customer
A Fortune 500 enterprise and the world’s largest producer of potash and phosphate fertilizer.
Business Objective
- Provide a scalable skilled resource pool.
- Establish an innovation delivery model leveraging DevOps, automated testing, and continuous improvement.
- Leverage evolving technologies including RPA, AI, IoT.
- Strengthen Data & Analytics capabilities.
- Drive Tool Rationalization across the IT landscape.
- Enable Application and Infrastructure Modernization to support future-ready operations.
Scope of Services
The services were delivered across both applications and core IT infrastructure.
Application Services
- Managing 169 applications (Key Apps: SAP, Salesforce, Power BI, Maximo, Azure).
- Application support, maintenance, and minor changes.
- Quality Assurance for major development and project requirements.
Infrastructure Services
- 24/7 Service Desk for L1 & L1.5 support in four languages: English, Brazilian, Portuguese, and Spanish.
- Server and storage support, data center management, cloud operations administration (IaaS), VDI, middleware, database administration, EUC/workplace services.
- Managed network services, service desk services and user administration, disaster recovery, and cybersecurity operations.
Benefits
- Integrated operational model delivering agility, productivity, and scalability.
- Business-aligned SmartOps enabling self-service, self-healing, and auto-healing.
- Unified Operations Centre consolidating Service Desk L1/L1.5 and tools.
- Enterprise-wide DevOps rollout supported by standardized tools, frameworks, and accelerators.
- SEED team driving comprehensive digital transformation including blockchain, supply chain optimization, scaling AIoT, and customer experience enhancements.
- Technology-led Industry 4.0 transformation for business processes.
- Legacy-to-Cloud migration, SAP S/4HANA, and SAP mobility for mining workers.
- Application modernization using Low-Code/No-Code tech stack.
- Data analytics transformation enabling AI scaling and advanced data science capabilities.
Impact
- 45% ticket reduction through automation.
- Up to 70% reduction in equipment breakdowns.
- ~43% YoY cost optimization over 5 years.
- >95% process and system uptime.
- 70% improvement in utilization across 3 years.