Enterprise IT Infrastructure Transition and Support for Pharmaceutical Operations

The client requires an experienced IT partner to assume operational responsibilities for its existing infrastructure and application portfolio, ensuring business continuity during a rapid transition. They aim to migrate their internal IT support operations to a new regional center within a tight two-month timeframe, supporting over 33 critical applications and more than 300 servers distributed across multiple continents, with minimal disruption to manufacturing and business processes.

A mid-sized global pharmaceutical manufacturer seeking to overhaul its IT operations to ensure seamless production and business continuity across multiple locations.

• Achieve a smooth transition of IT operations covering enterprise applications, infrastructure, and support functions within a two-month window.
• Establish an internal support team dedicated to maintaining ongoing performance, incident resolution, and support for over 33 critical business and manufacturing applications.
• Ensure uninterrupted manufacturing operations and business continuity by effectively managing infrastructure and application support during the transition.
• Optimize infrastructure for improved performance and cost-efficiency post-migration.
• Resolve support tickets promptly and effectively, aiming to close over 250 application tickets, 520 infrastructure tickets, and 190 collaboration platform tickets within four months.

• Support management for a portfolio of over 33 mission-critical applications including Manufacturing Execution Systems (MES), Warehouse Automation, ERP systems, and Business Intelligence tools.
• Infrastructure management covering distributed servers across multiple continents, data centers, and cloud platforms.
• Incident and support ticket management system capable of handling and resolving diverse issues in manufacturing, business processes, and infrastructure.
• Real-time monitoring and performance optimization tools for infrastructure and applications.
• Knowledge transfer modules for rapid onboarding and training of internal support teams.
• A phased transfer approach with clearly defined goals and deliverables at each stage to ensure minimal disruption.

• ERP systems (e.g., SAP)
• Manufacturing systems (MES, Warehouse automation)
• Data visualization and reporting platforms
• Laboratory and quality management systems
• Communication and collaboration platforms (e.g., SharePoint, Office 365)

• System scalability to support future growth and additional applications
• High availability with minimal downtime, aiming for support ticket resolution within targeted SLAs
• Strong security measures, complying with industry standards (GAMP, GMP)
• Performance optimization to ensure fast response times and efficient operations
• Data integrity and compliance with data privacy regulations across distributed environments

By implementing a comprehensive support and transition system, the client anticipates a seamless migration with no major operational disruptions, resulting in faster response times to support requests, improved infrastructure performance, and significant cost efficiencies. The project aims to support over 30+ offices and 300+ servers, resolving hundreds of tickets within months, thereby ensuring continuous manufacturing operations and enhanced support capabilities.