Delivering a Managed Team to a Leading advanced technology group developing cyber security solutions

Category: Cases

The challenge

The client approached emagine to provide a highly skilled technical team with local management to take over the ICT Data Centre and Network Infrastructure Operations. The requirement was for a managed team to remediate and maintain a complete Data Centre infrastructure covering technologies such as Data Centre operations based on Cisco, Dell EMC, Citrix, and Microsoft platforms, as well as backend management of database systems and front-end handling of tickets and management of service operations.

The Managed Team needed to be deployed onsite in the UAE for an initial 12-month engagement with a view to extending for a further 17 months and ultimately securing direct full-time employment with the client.

Engagement

emagine appointed a Senior Manager from its Irish HQ to lead the operation and represent emagine onsite in the UAE with responsibility for Line Management and Service Delivery. emagine’s engagement methodology was used to define the scope of requirements and associated deliverables and skill needs.

- - Assign a Team Lead
    emagine assigned an internal Team Lead to manage the resources onsite in the UAE. The Team Lead was dedicated to meeting the client’s specific needs, taking into account the relocation of personnel from Ireland and other jurisdictions to the UAE including local restrictions and security clearance requirements.

- - Define Job Specification
    The next step was to define job specifications, and technical tests and evaluations to screen internal and external candidates. We assigned a senior emagine Architect to act as the technical team lead, and client representative onsite. This was a key role in ensuring the team deliverables were managed on a day-to-day basis locally in the UAE.

- - Selecting & Matching Resources
    The Resourcing Team worked with the candidates and drew on the candidate’s experience to provide a detailed response to the identified requirements. We used explicit requirement mapping as this is a more effective way to display the candidate and permits the client to directly see the candidate’s attributes.
  - Account Management
    At every step along the way, emagine ensures that the client’s needs are clearly understood. An Account Manager is assigned to focus on ensuring the best resources for the project needs, as well as staying aware of any required changes and adopting to be flexible in delivering a consistent and relevant service.

Delivery

emagine provided a full team with local management taking over responsibility for the BAU IT operations. When the team was assembled and relocated to the UAE, they delivered a number of projects as well as technical services including:

- - Infrastructure architecture design deployment and upgrade.

- - Access and Identity Management based on Active Directory.

- - Network Architecture, design, implementation, and support.
  - Administration, support, management, and reporting of data center platforms.
  - Full helpdesk services covering shifts for in and out of hours.

emagine provided a reliable and ongoing source of diverse candidates and managed their performance while reporting to the CIO for operational direction.

Summary

The engagement concluded after 2 years when the majority of the resources supplied by emagine transitioned to direct employment/contract with the client. The client was very satisfied with the team emagine had assembled and wished to retain their services directly. As technology resource specialists with over 35 years experience, emagine are aware of how the need for technology skills has changed over time and continues to change today.

We have shaped our specialist resource teams around the latest trends in the technology market to ensure that our clients have access to the specialist talent they need now and in the future. Each of our consultants focuses on specific areas within technology allowing them to build a deep knowledge of the technology markets in which we operate. From our inception, we have been and continue to be a company that has forged our reputation by consistently delivering high-quality resourcing services across the globe, on time and within budget.

emagine provided a reliable and ongoing source of diverse candidates and managed their performance while reporting to the CIO for operational direction.

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