Smart Hands Data Center Support for a Global IT Services Provider

Client Description: 

A Fortune 500 global IT managed services and digital transformation company.

Challenge: As a sub-contracted smart hands provider, Opport needed to operate seamlessly within the client's existing delivery framework — meeting their SLAs, following their ticketing and escalation processes, and maintaining the same quality standards expected of their own engineers.

Scope of Work:

• Smart hands execution within the client's managed services framework.

• Hardware installation, swap and physical inspection tasks.

• Ticket-driven task management and SLA-aligned response.

• Escalation to the client's remote NOC when required.

• Detailed completion reports in the client's required format.

Outcome:

• All tasks completed within SLA across the engagement.

• Zero escalations due to Opport execution errors.

• Client extended the arrangement citing Opport's reliability as a key factor.