A major financial institution, known for its innovation and customer service, faced growing challenges with its Enterprise Mobility Management (EMM) system. The company manages over 120,000 devices, supporting a large user base with 24/7 operational requirements. Their key objectives were to improve system efficiency, reduce incident response time, and enhance user satisfaction.
The institution struggled with a surge of unresolved tickets, causing a 20–30% drop in response efficiency. Outdated guides and lack of actionable insights hampered effective incident management. Additionally, the support team faced challenges in maintaining 24/7 service, leading to missed project deadlines and increased user dissatisfaction. Previous attempts to improve the system lacked scalability and failed to address real-time operational demands.
Lauren took swift action by isolating the compromised server and disconnecting it from the network. We initiated comprehensive scans on all applications and conducted a vulnerability assessment test for all endpoints, firewalls, applications, and cPanel. Immediately, we severed the server’s connection to the Disaster Recovery(DR) site and promptly initiated the creation of backups for existing data in Azure Data Lake. The workload was efficiently shifted using Azure connectors and Azure Sync, ensuring the Azure cloud remained in active mode throughout the process. To enhance security further, we promptly changed the IP addresses of users and modified the Fully Qualified Domain Name(FQDN) to an alternate one. Additionally, we ran scans across the entire infrastructure layers, utilizing existing OEM’s security products for added protection.
Lauren’s solution enabled faster ticket resolution, improved project delivery, and enhanced user satisfaction. Incident response times improved by 50%, and monthly performance reviews helped maintain progress and adaptability. The institution now benefits from a more efficient and scalable EMM system.