The client faced multiple, interrelated challenges:

• Business continuity and language support: The need to establish contingency centers outside India while continuing to provide high-quality Japanese, Korean and Mandarin technical support for Asia Pacific customers.
• Rapid scale and delivery: New delivery centers had to be set up and fully operational in Malaysia and Taiwan within eight months, including hiring and training a 200+ member multilingual technical workforce.
• High customer expectations: Japanese and Korean enterprise customers required exceptional service quality, responsiveness and technical depth.
• Proactive and reactive support demands: Managed services required proactive monitoring and predictive maintenance, while the operations team needed to handle high incident volumes with rapid, multilingual troubleshooting.

Strategic location analysis and setup

• Conducted a comprehensive analysis of Asia Pacific countries and recommended Malaysia for Japanese and Korean support and Taiwan for Mandarin support.
• Established new delivery centers in Malaysia and Taiwan, both fully operational within eight months and delivering measurable outcomes.

Multilingual, multidisciplinary teams

• Built a team with Japanese, Korean and Mandarin language capabilities.
• Deployed highly skilled, multilingual, infra engineers to support complex client environments and networks, backed by strong delivery governance and practice oversight to ensure exceptional customer experience.
• Established tiered, outcome-based managed services operations covering proactive monitoring, incident handling, problem management, change and release management, RMA, troubleshooting and configuration support.

Technology and process excellence

• Enabled support across enterprise networking, data center, service provider and security collaboration technologies.
• Leveraged AI and automation to reduce manual effort and improve response time

Business continuity and language coverage

• Enabled uninterrupted support for Asia Pacific customers during global disruptions through rapid center setup and contingency planning.
• Delivered comprehensive Japanese, Korean and Mandarin language support, improving customer satisfaction and retention.

Operational excellence

• Managing 2,500 service requests yearly in Malaysia and 6000 in Taiwan.

Value creation

• Achieved a 10% reduction in workforce effort through automation.
• Delivered 15% year-over-year savings to the customer.
• Established a scalable, outcome-based managed services model driving sustained operational efficiency.