A multibillion-dollar tech company's network operations team struggled as their workload increased. Spread out in silos across the nation, the group experienced information disconnects. Employees lacked the capacity to support their 50 internal partners and the large volume of incidents on their cloud-hosting platform. In addition, their cloud platform required zero downtime, which made resolving these issues more challenging. As morale and productivity tanked, leadership knew something had to be done.
Information Sharing and Agility Throughout the Organization
When our client came to us, they needed a solution to share information and services across multiple teams spread throughout the organization. Kforce proposed our Managed Services model, a customer-centric solution designed to increase the customer’s focus on strategic business priorities and minimize the administrative burdens of talent acquisition, onboarding and performance management.
As part of this model, we deployed Jamie Munoz, Kforce Technical Engagement Manager, to sit on-site, lead the managed services team, ensure all SLAs are met and serve as a liaison between the customer’s management team and Kforce’s delivery team and project consultants. She provides value by taking the management burden off the client. Her responsibilities include handling the day-to-day operations and tedious scheduling needs required to maintain 24-hour support, as well as keeping a close pulse on productivity, retention, workforce needs and the overall performance of the team.
At the beginning of their partnership, Jamie brainstormed ideas, evaluated available resources and quickly came back with a complete team of consultants, integrating them with the company’s internal team. With Kforce’s help, the company built a centralized monitoring platform from the ground up.
Kforce’s team of experts collaborated with our customer to build a new cloud-based platform that automated alerts and seamlessly deployed patches. As a result of these solutions, the customer’s teams are no longer working in silos, ninety-five percent of repeated production events were prevented and our client is saving over $800,000 annually￼.
Jamie spends time with each employee, providing training to entry-level employees and setting them up for success. One of her most significant accomplishments while working with Kforce’s client is implementing a career track program—a launch pad for discovering promotable talent from within. Since implementation, 10 associates have been promoted and 14 have been brought on as permanent employees.