Overview
A major financial enterprise in the Trans-Tasmanian region sought to transform the stability, security and efficiency of its hybrid technology ecosystem spanning on-prem datacenters, cloud platforms, workplace assets and business-critical applications. With thousands of servers, complex legacy platforms and highly distributed operations across global locations, the institution faced rising incident volumes, manual operations, patching delays, security blind spots and increasing compliance demands.
The organization partnered with HCLTech to establish a unified, automation-driven managed services model that would stabilize operations, strengthen governance, reduce operational overhead and create a scalable foundation for long-term transformation.
The Challenge
The customer’s environment had grown increasingly complex over the years, with heterogeneous platforms such as Unix, Windows, Linux, Solaris, SharePoint, WebSphere, AWS and network infrastructure coexisting without unified governance. Manual processes dominated several critical workflows , from patching and installations to incident handling and compliance reporting. Inconsistent change management practices further increased the risk of outages, while legacy configurations hindered scalability, automation and security enforcement.
Frequent incident floods, high-priority page calls, bandwidth bottlenecks, excessive SharePoint logs and unstable production workloads affected service quality. On the cloud side, subnet fragmentation, unmonitored DNS activity and pipeline concurrency limits created operational inefficiencies and security gaps. The enterprise needed a partner capable of bringing structure, automation, visibility and resilience across this diverse landscape.
Our Approach
HCLTech adopted a step-by-step modernization and stabilization approach, beginning with gaining production confidence, establishing governance frameworks and identifying high-value automation opportunities. A cross-functional operations model was implemented across platform towers, to ensure coordinated remediation and process consistency.
A key principle of the approach was standardization: aligning tools, processes, documentation and approvals across all environments. HCLTech also introduced centralized monitoring, performance tuning, security hardening and cloud-native operational enhancements, while gradually reducing manual intervention through targeted automation.
Our Solution
Stabilizing operations across critical platforms
HCLTech fine-tuned alerting mechanisms, optimized resource configurations, automated recurring tasks and strengthened change governance. This dramatically reduced incident floods, stabilized production systems and improved end-user experience.
Key interventions included:
- Automated resolution of recurring incidents and optimization of high-churn workloads.
- Streamlined change processes with SOPs, confluence documentation and strict approval workflows.
Modernizing patching and compliance
The quarterly patching cycle was failing critical SLAs due to manual dependency tracking and undefined lifecycle practices. HCLTech introduced a structured patching calendar, automated compliance reporting and end-to-end documentation for every application.
This enabled the team to remediate 20,000+ vulnerabilities, achieve stable performance and deliver a fully governed patch lifecycle.
Automation at scale
Automation became the cornerstone of the transformation. Through systematic identification of high-volume, repetitive activities, HCLTech saved 15K+ man-hours, resolved 30K+ incidents automatically and accelerated provisioning, installation and reporting across environments.
Network modernization and cloud enhancements
To address limited visibility and performance inconsistencies, HCLTech implemented a centralized network management framework, improved bandwidth utilization, standardized device models and introduced design-driven automation.
Impact delivered
Through collaborative transformation, HCLTech enabled the enterprise to transition from fragmented, manual operations to a stable, automated and resilient technology ecosystem.
Business & IT Outcomes
- 40K+ vulnerabilities reduced, significantly strengthening security posture.
- 15K+ hours saved through widespread automation and elimination of manual workload.
- Successful execution of a Disaster recovery exercise with zero service impact.
- Improved customer experience through faster transaction processing and consistent application performance.
Conclusion
This engagement showcases how a structured, automation-driven service model can transform even the most fragmented hybrid environments into resilient, secure and efficient ecosystems. Through proactive governance, cross-platform standardization and experience-led design, HCLTech empowered the organization to achieve long-term operational excellence while laying the foundation for future transformation and innovation.
