Published: Jul 29, 2025
empowering enterprises to thrive with digital infrastructure operations and IT
Our client, a leading telco in Asia Pacific, delivers digital infrastructure and managed services to help enterprises leverage digital technologies to stay competitive, and improve customer experiences. To scale their business, they partnered with NCS to establish a Digital Shared Services Centre (D-SSC) that streamlined service delivery and strengthened quality control across all support teams. The D-SSC enabled more efficient management of onshore and offshore operations. With a unified view of IT from infrastructure and storage to network and helpdesk, the client now benefits from greater control, consistent service, and faster response times. The D-SSC reduced operational costs by 10% and increased productivity by 20%.
The challenge:
Our client was looking to accelerate growth in their digital infrastructure operations and managed services business but faced challenges due to a siloed delivery model and fragmented service toolsets. This resulted in inefficiencies, limited scalability, and slowed sustainable growth.
The solution:
To help our client innovate and respond swiftly to evolving business needs, NCS established a D-SSC to streamline operations, standardise service offerings, and enable scalable, exponential growth. It enhanced their ability to manage service delivery seamlessly across both onshore and offshore support teams, positioning them to stay ahead of the competition.
Snapshot of capabilities:
- AIOps platform (NCS Sunshine.Operations) – An all-in-one platform that leverages AI-driven automation to optimise storage, network, application performance, and cloud operations.
- Digital Infra Ops Centre of Excellence – A dedicated team delivering 24/7 monitoring and rapid issue response to ensure continuous uptime, powered by hybrid teams across NCS’s Global Delivery Network (GDN).
The impact:
The client now enjoys greater control, faster response time, increased productivity and profitability.
- Greater Efficiency – 10% reduction in operational costs and over 20% increase in productivity through streamlined workflows and smarter IT management.
- Smarter, Faster IT Support – Enabled by leveraging AI, cloud technologies, enhanced security, and automation leading to better customer outcomes and experiences.