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Marlabs Capabilities Overview

Infrastructure Services

Contact@marlabs.com
+1 (732) 694 100
www.marlabs.com
2016, Marlabs - Confidential

Marlabs Snapshot
Overview

Global Locations

Founded in 1996
2100+ employees
Consistent year-on-year revenue growth
100+ blue-chip clients across multiple verticals
IP driven global consulting and software services
Headquarters in Piscataway, NJ USA
Global delivery headquarters in Bangalore, India
CMMI Level 5 and ISO/IEC 27001: 2013 certified

Awards and Recognition

Strategic Partnerships

Verticals Serviced
Banking, Finance,
Insurance
11%
35%
23%

9%

22%

Media &
Education
Transportation &
Logistics
Healthcare & Life
Sciences
Retail & Others

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Key locations
Global presence to drive speed and value
Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ
Global Data Center
Network Operations Center
Sales, Acct. Management & Operations Support
Onshore Development Center
Marlabs North American Training Facility Broadhead Road, Bethlehem, PA

Global Training Facility


Multi-Discipline Center of Excellence
Onshore Development Center
DR Data Center
Global Development Center BWTC, Bangalore, India
Global Development Center
Multi Discipline Center of Excellence
Asia-Pacific Data Center
Network Operations Center
Global Development & Training Center Udayaravi Road, Mysore, India
Global IV&V Center and CoE
Asia-Pacific Training Facility
Global Development Center

Global Development Center & CoE Infopark, Kochi, India


Global Development Center
Centers of Excellence

Customers
Partners in our success
Media & Education

Logistics & Hospitality

Banking, Financial Services,


Insurance

Healthcare & Life Sciences

Retail & others

Service Offerings
Full spectrum of solutions and services
Services
Application Development and Maintenance | Information Security | IT Infrastructure Services |
Testing | Packaged Implementation & Support | Product Engineering

Industry Verticals

BFSI

Education

Transport

Healthcare

Media

Government

Energy

Retail

Technology Solutions
Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT
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Centers of Excellence
The expertise driving our solutions and services
Industrialized assets
and methods

Innovation

Architecture based on
cost/benefit analysis

Skills and Resources

Alliance ecosystem

Primary objectives
Improve legacy and proprietary
Integration with current
solutions/software
Positive impact on usability and
architecture decisions among project
teams
Increase overall user adoption
Implement the best practices for the
development of solutions
Promote cross-platform flexibility

Marlabs Centers of Excellence (CoE)


Microsoft

Java/ Open
Source

Digital Asset
Management
(DAM)

Testing

DW/BI &
Analytics

Mobile

Infrastructure,
Security & Cloud

UI/UX

ERP/ CRM

Rapid scale up for project


requirements
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Client Engagement
Customer Centric Blended Model
Marlabs
Executive
Sponsor

Client Executive
Sponsor
Steering

Client Program
Manager

Client Project
Manager

Business Alignment
Work Prioritization
Metrics Monitoring

Project
Management

Marlabs Account
Manager

Project Lead /
Manager

Strong Transition Mgmt.


Peer to Peer Communication
Defined Escalation Process

Task Monitoring
& Control

Project Lead /
Manager

Project Status

Client Project
Stakeholders

Client
SMEs

Requirements/
Deliverables

Business Analyst/
Lead Developer

Issue Management

Programmer/
Analysts

Technical
Architect

Work
Packages

Quality
Assurance

Technical Specs

IT &
Infrastructure
Client Team

IT &
Infrastructure
Marlabs On-Site/Off-Site Team

IT &
Infrastructure
Marlabs Off-Shore Team
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Center Of Excellence - Objectives

Infrastructure Services

Infrastructure Services
Comprehensive support of your environment
Infrastructure Consulting
Services

Managed IT Services

Application hosting services


Enterprise Monitoring Services
IT Service Desk
Network Services
Server Management
DR Services
Sysadmin Services
DBA Services
Managed Email Services

Cloud Services

Virtualization Optimization Services


DevOps Services
Infra consolidation Services
Network Assessment &Transformation
Unified Communication Solutions

SLAs:

Tech Platforms:

Tools:

Availability SLA
Response SLA
Resolution SLA

Windows, IBM (AIX),


Oracle, Solaris, Linux,
VMware, Xen, Parallels,
MS Hyper V, Citrix

Tivoli, BMC Patrol,


Nagios,
Solarwinds, MRTG,
Symantec, Veeam ,
Operations Manager ,
SCCM, WSUS

Application migration to Cloud


Managed Cloud Services
Hybrid Cloud Implementation
Private Cloud implementation
Cloud based DR
Microsoft Office 365 Services

Solution
Accelerators:
OneConsole Platform
CMAT

Partner Leverage:
Microsoft Gold Partner
VMware Solution
Provider
Oracle Gold Partner
IBM Business Partner
AWS Advanced
Consulting Partner

Infrastructure Services
World class, distributed infrastructure

NJ Data Center

Global Command
Center

PA Data Center

Bangalore Data
Center

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Our Infrastructure
World Class, Distributed, Redundant & Secure
State of the art SSAE Type II Compliant Data Centers
Highly secure with two factor authentication
UPS power and redundant generator backup
ISO 27001 compliant information security practices
FM200 fire suppression systems for complete protection

Disaster recovery data center for high availability and failover


Multisite Network Operations Center (NOC) for monitoring and
management
Redundant service providers for guaranteed network uptime:
AT&T, Optimum Light Path, Verizon, Sprint

Network based intrusion prevention systems for maximum security


99.99% uptime of data center infrastructure
24x7 monitoring and management
Guaranteed reliability with Service Level Agreements (SLAs)
Scalable for dedicated and virtual environments
Secure data center with restricted access based on electronic
access control and finger print recognition
ITIL V3 Compliant L1, L2 & L3 Helpdesk staffed 24X7 for Infrastructure and Application
Support.
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Infrastructure Services
Network Operations Center

Network
Monitoring

Security
Monitoring

Infrastructure
Monitoring

Application
Monitoring

Client Inputs and Requests

Incident/Event
Management

Change/Releas
e Management
Fully
Redundant
Network
Operations
Center

Patch
Management

Metrics and
Reporting

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OneConsole Unified Service & Operations


Management Platform

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OneConsole
OneConsole is a unified service and operations management Platform providing single pane of
glass for Enterprises to provision, monitor, Secure and govern IT services on-premise or in cloud.
NextGen Features enables seamless consumption of IT Services

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Cyber Threat Management Service


Service Portfolio
Network
Surveillance NIKSUN
Cyber Security
Incident
Management

Security
Incident Plan
Development

Cyber
Security
Operations
Center
Holistic
Intelligence

Vulnerability
Assessment

Log Collection
Correlation
and Analysis

Security
Device
Management

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Infrastructure Services
Managed Services Team

L1 Monitor, Ticket, Triage

L2 - Workgroup Based
Support

L3 Specialized Domain Based


Support

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Infrastructure Services
Engagement Model
Dedicated Services

Shared Services

L1

L1

L1

L2

L2

L2

L3

L3

L3

Business critical and


customized services
Technology, environment
complexity
Time critical projects
Audit requirements and
control

Business Drivers

Business Drivers

Business Drivers

Hybrid Services

Standardized tasks
Cost efficiencies
Optimal resource
utilization
Flexibility and scalability
24x7 coverage

Mix of complex and


standardized tasks
Dedicated resources for
some services
Flexibility and scalability

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Support Process
Solution Overview
Incident
Management
system

Knowledge
Base

One Console
Service Dashboard

Phone

Email

USERS

Service
Management

Engagement
Governance

Quality
Process

CSAT

COE

Continuous
Service
Improvemen
t

Service Desk (L1)

Chat

Level 2 Support
Co-browse

L3 Support

Service Delivery

Service Management

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Infrastructure Services
Incident Management Process
Issues
Tickets

Alerts

Tickets being raised to Support Team

Marlabs L1
Support
Team (24x7)

Ticket Triaging and Fault Isolation


Prioritization
and Allocation
of Work

Client Team

Marlabs Team

Client Team will handle


application related issues and
will act as L3 for critical issues

Marlabs team provides L2


Support (24x7)
Logging/Updating
Resolution in
Ticketing System
SLA reports

Call Closure
Status update back to
requestor through email or via
ticketing system

Calls
Database

Delivery Assurance
SLA based services
ITIL based service delivery
process
Metrics and Reporting
Service Improvement
initiatives.

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Infrastructure Services
Indicative SLA & Status Reviews
Response Target

Resolution
Objective

SLA Adherence (%)

Emergency situation with severe business impact

15 minutes

4 hours

95

High

Incidents that affect business and users but can continue with reduced
functionality

30 minutes

6 hours

95

Medium

Incidents that affect only few users performing standard business


operations

1 hour

1 business day

95

Low

Incident with low impact on the business and only affect specific users

2 hours

2 business days

95

Priority

Critical

Priority Definition

Review Period
Daily Operations Review

Focus Areas
Major incidents, critical updates, status updates
Emergency change planned for next 24 hrs.
Accomplishments review, Major issues / Highlights

Weekly Review

Performance metrics - # of Incidents resolved, Response, Resolution SLA Adherence


Weekly call volume reports
Review of planned maintenance activities

Monthly PMR Review


Monthly Engagement Review

Major Activities & Accomplishments


Release Management
SWOT Analysis
SLA Adherence Review

Quarterly Review

Continuous Service Improvement Plan reviews


Overall Project Performance reviews
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Infrastructure Services
Value & Benefits

Always On 24x7
Operations

Support Across the


Stack

Internal Team
Available for Other
Priorities

Proactive
Approach
Prevent and Avoid

Predictable ITIL
Based Processes

Targeted
Service Levels

Visibility via
Metrics & Reports

Security &
Performance

Customer
Satisfaction

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Case Studies

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Managing Private Cloud for Arlington County, VA

24x7 DBA & System Administration Support


Client
Profile

Leading educational institution providing Professional and Academic education


through Online and Campus based university.

Business
Driver

Improve availability SLAs of key online product solutions

Scope of
Services

24x7 Level 2 SQL DBA & Linux Systems administration

Solution
Highlights
Client
Benefits

Scalable & Reliable support to support business operations.

SLA Based support services


Managed Cloud services support in Amazon Webservices.

SLA based support services


Real-time managed services dashboards.

Improved application availability (24x7)


Optimized support model reducing total cost of ownership.
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Managing Private Cloud for Arlington County, VA

24x7 Service Desk/Help desk Support for Life Sciences & Bio-Technology
Client
Profile

Leading Life Sciences company providing high technology services for scientific research
for pharmaceuticals , healthcare institutions and government

Business
Driver

Scope of
Services

Standardize Service desk and End user computing support


globally across various geographies
Scalable & Reliable support to support business operations.

Service desk support for 9000 customers across 35 countries.


Level0, Level 1 and Level 2 End user computing support
SAP Application support
White Glove Support for VIP customers.

Solution
Highlights
Client
Benefits

24x7 Global Service desk support


Single point of contact for Global IT Support teams
Handling 13000 tickets and 2000 calls in a month supporting
9000 users across 35 countries.

Increased Customer Satisfaction Index to 9.03% within 3 months


Scalable GSD operations aligned to companys global footprint.

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Managing Private Cloud for Arlington County, VA

24x7 Database Administration for Logistics Provider


Client
Profile

Largest independent airline catering , hospitality and logistics company providing


packaged food services , cabin services for the aviation industry

Business
Driver

Increase application availability

Scope of
Services

24x7 L1 monitoring support for Oracle databases

24x7 operations to cater 250 airlines in the globe


Scalable operations support to cater 9700 flights a day

Level 2 Oracle DBA support for on-premise and EC2


SAP application Support

24X 7 Global Command Center support for DBA operations

Solution
Highlights

Metrics driven service levels


L1 monitoring leveraging OEM
24x7 dedicated Oracle DBA team supporting 50+ databases
Oracle DBA support for 9i, 10g rac , 11g databases

Client
Benefits

Single point of accountability as the service integration partner for Oracle DBA and SAP
application Support
Improved application availability
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Managing Private Cloud for Arlington County, VA

Systems Administration Services for University


Client
Profile

Leading educational institution providing Academic education through Online


and Campus based university

Business
Driver
Scope of
Services

Solution
Highlights

Client
Benefits

Scalable & Reliable support to support business operations

Linux Administration support


SLA Based support services

SLA based support services


Real-time managed services dashboards.

Optimized support model reducing total cost of ownership

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Managing Private Cloud for Arlington County, VA

Datacenter Consolidation & Optimization for Pharma & Life Sciences


Client
Profile

Leading therapeutic company with drugs related to cancer treatments

Business
Driver

Implement a secure & scalable network


Reduce datacenter physical footprint
Scalable & Reliable infrastructure to support business
operations
Integration of Europe & North America operations.

Scope of
Services

Network Design & Implementation

Datacenter consolidation
Exchange 2010 Upgrade.

Implementation of Cisco based network

Solution
Highlights

Client
Benefits

vSphere 5 virtualized datacenter environment


Integration of Active directory between Europe & North
America region.

Single point of accountability as the IT partner


Improved application availability.

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End User Computing Support for Human Services Agency


Client
Profile

Comprehensive human services agency that delivers foster care programs, group
homes, and outpatient mental health clinics directly to individuals and families

Business
Driver

Scope of
Services

Lower IT costs

Increase business flexibility.

Securely host website, applications and email services


24x7 infrastructure and application monitoring
Remote infrastructure administration for satellite offices
Disaster recovery & business continuity.

Solution
Highlights

Bi-directional data synchronization between primary , DR and


satellite offices using unique Marlabs framework
Parallels based private cloud
Apple X serve management & support
Windows to Mac migration.

Client
Benefits

Company-wide solution for Windows and Apple systems


Savings on CAL costs by migrating to Apple email platform.

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Managing Private Cloud for Arlington County, VA

Managing Private Cloud for State Government


Client
Profile

Local government committed to providing online services for its


citizens.

Business
Driver

Scope of
Services

Reduce total infrastructure costs


Increase business agility
Raise application availability.
Secure private cloud for web and content management
services
Windows server management, backup and recovery
24x7 infrastructure and application monitoring
Remote DBA services

Disaster recovery & business continuity.


24X 7 Global Command Center

Solution
Highlights

Metrics driven service levels


99.99% uptime

Virtualized platform using VMware


SQL Server 2005 clustering
Google search appliance for faster search capabilities.

Client
Benefits

Single point of accountability as the service integration partner for IT infrastructure


services and application management
Accelerated transition without affecting service delivery.
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Managed Cloud Services for Rating Agency


Client
Profile

Self regulatory body that independently assigns ratings , enforces advertisement


guidelines and ensures responsible online privacy practices for the interactive
entertainment software industry.

Business
Driver

Scope of
Services

Solution
Highlights
Client
Benefits

Combine advantages of enterprise class public cloud


infrastructure with personalized managed services.

Disaster recovery & business continuity for in-house data centre


Linux server administration services
24x7 infrastructure and application monitoring in EC2.

24X 7 Global Command Center


Customized infrastructure services for EC2.

Increased governance in Amazon environment


Extended ITIL based internal processes to public cloud.
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Value Proposition
Standing apart in the marketplace
Customer
Centricity

US based, IP driven organization with a digital technology focus


Flexible engagement models with global talent
Proven record of successful on-site, off-shore and blended
engagements
Customized solutions and services

Higher
Customer
Satisfaction

Investment In
Talent

High competence levels in all technologies


Home grown algorithm for matching resources with customers
unique need
Global training centers: Continuous quality improvement programs
High retention rates

Excelling
Employees

Delivery
Excellence

Flexible, transparent, and mature engagement models


Seamless solution integration
Certification compliance
Robust Governance

Project
Certainty

Domain
Expertise

Strong focus on emerging technologies


Centers of Excellence (CoEs) for technology proficiency
Best in class technology and security infrastructure

Highest ROI
and Value

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THANK YOU

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Backup / Drill down Slides

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Center Of Excellence - Objectives

DR Services

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Disaster Recovery Services

DR As
Service

DR Simulations
and testing

DR Planning and
Management

Managed
Services for DR

DR
Technologie
s

VMware SRM ,
Zerto

SyncSort Storage
Replication

rsync data
Replication

Hot
DR

Warm
DR

Cold
DR

DR Infra
DR on
Physical Servers

DR on
Hosted Private
Cloud

DR on
Public Clouds

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DR Services
Marlabs DC

Primary DC
Internet

IPsec tunnel
WAN
Optimization

P2P

State-of-the-art datacenters with Robust and redundant connectivity


Host-based replication options for both virtual and physical
environment.
Continuous replication of critical servers into Marlabs DC or Cloud.
Storage-based replication for EMC or NetApp.
Pre-built virtual recovery environments.
Integration with existing VPN and private networks.

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DR Service Features
Feature

Benefits

Scale and sizing options

la carte of various Server Sizes which


fits the bill. Sizes available right from
Small till HPC VMs.

Monthly Cost per Use Model

Turning capital expenses for a DR into


much lower monthly costs.

24x7 Managed support

White glove services for DR simulations


and testing

Multiple Technology / Strategy options

Bare-metal, VMware, Openstack, Cold,


Hot and Warm DR infra.

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Center Of Excellence - Objectives

Cloud Services

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Marlabs
Cloud Services Offerings

App Assessment for


Cloud Migration

App Migration to
Cloud

Hybrid Cloud
Implementation

Managed Cloud
Services

Cloud Orchestration

Private Cloud
Implementation

DR Services on
Cloud

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Marlabs
Application Migration to Cloud
Cloud
Assessment

Platform
Assessment

TCO Analysis
Security
Assessment
App
Architecture
Assessment
Tools and
Licenses
Develop
Roadmap
Define success
criteria

Evaluate Cloud
platform
Understand
Pricing
Evaluate
Availability
Zones
Build a PoC
Test existing
App on cloud
Identify tools
for Migration

Data Migration

App Migration

Evaluate
Storage options
Explore
commercial and
Open Source
RDBMS options
Design High
availability
(Plan to fail)
Create Backup
and restore
Plans
Estimate
migration effort

Design
integration with
on-premise
components
Tools for
integration and
management
Partial
Application
migration
Lift and deploy
for full
migration
Select the
Instance types

Cloud
Deployment

Optimization

Configure autoscaling
Setup CMMF
tools
Harden
Security
Use Dashboard
for
management
Configure HA
for Different
AZ
Create a BCP

Analyze usage
patterns
Optimize
resource usage
for cost savings
Compress Data
for faster
transfer
Tune App for
performance
Use AZ /CDN
for Better
response time

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Marlabs
Managed Cloud Services

CMMF
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Marlabs
Private / Hybrid Cloud Implementation
In a poll of IT managers, 75% said they would be pursuing a private cloud strategy by 2012.
Tom Bittman - VP, Gartner

Assess

Take a stock of
existing
resources- Infra
and People

Consolidate

Consolidate
People, Infra
and Budget

Virtualize

Virtualize
Infrastructure

Migrate

AUTOMATE
Automate

Migrate Sample Automate


Provisioning /
Applications
management

OPTIMIZE
Optimize

Monitor
Metrics and
ROI

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Center Of Excellence - Objectives

Marlabs Capabilities IT Service Desk

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Marlabs
Expertise

Handling 16,500+ incidents


per month

Servicing 25,000 users


spread across 35 countries

Customer Satisfaction Index


at 9.5 out of 10

200+ PoPs with Unified


Local number across the
globe

Real-time SLA , Service


Assurance Dashboards

SSAE Type II Datacenter &


Operations

Dedicated White Glove


support for VIP customers

100% Calls Recording /


Playback

Multi - Language
Translation Services

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Marlabs
Business Value

ITIL driven Service


Management
Framework

Flexible Engagement
models for reduced
TCO

24x7 Global Service


Desk operations

Year over Year (YoY)


Productivity increase
thru Continuous
Service Improvements

Fixed Monthly Opex

Event Management for


End to End Incident
Ownership

Flexible Commercial
Models Managed
Services, Professional
Services, BOT &
Outcome Based
Pricing

Extensive domain
knowledge on best
practices for data
security.

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Marlabs
IT Service Desk Overview

Marlabs IT Service desk provides a unified approach to End User Support using
Process driven delivery framework.

Our 24x7 Support team provides clients with a SPOC for their support requirements
& interfaces with extended Support teams depending upon whether the next level of
Support is provided by Marlabs IT team, Client IT team or 3rd Party provider.

Our Incident Management system provides Self Service Portal for Incident
Management, Self Help and Reporting.

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Marlabs
IT Service Desk Features
Call Handling
Phone, Email ,Self Service tickets , Chat, Co-Browsing
Customized ACD, Skill based routing , Message on-hold
Incident Management
Resolve as documented in Known Error Databases
Escalate to L2 / L3 (Internal , Client or 3rd Party Provider)
Follow up with extended team for resolution and report Status
back to the Customer
Resolve the incident and report incident closure
Problem Management
Trouble ticket management for Root Cause Analysis
Providing Status updates to the customer on RCA
Update Knowledge Repository with RCA findings
Customer Satisfaction Survey

Conduct Client Satisfaction Survey


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Marlabs
IT Service Desk Features
Change Management
All changes are categorized based on change impact: Non-Disruptive, Degraded,
Pre-approved changes, Disruptive, Expedite change procedure, Emergency
change procedure

Knowledge Management
Maintain Known Error Databases (KEDBs)
Report KEDB Creation and KEDB Usage

SLA Management
Response SLA Adherence
Resolution SLA Adherence

Metrics Collection and Reporting


Customer Level Reporting
Volumetric trends
SLA Performance trends
Response SLA Adherence %
Resolution SLA Adherence %
Service Assurance trends
KEDB Creation , Usage , FCRs
Customer Satisfaction Trends.
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Contact Us
USA

Canada

Mexico

New Jersey

Marlabs Canada Incorporated


1235, Bay Street, Suite 400
Toronto Ontario M5R 3K4

Marlabs Technology Services


Av. Patriotismo 229 Piso 8
Col. San Pedro de los Pinos
Mexico, D. F. C. P. 03800

Marlabs Inc. (Global Headquarters)


One Corporate Place South, Floor 3,
Piscataway NJ 08854 - 6116
Tel: +1 (732) 694 1000
Fax: +1 (732) 465 0100
Email: contact@marlabs.com

Tel: +1 (416) 934 5005


Email: contact@marlabs.com

Tel: +1 (732) 694 1000 ext.6011


Email: contact@marlabs.com

India
Bangalore

Mysore

Kochi

Marlabs Software (P) Ltd.


Bagmane World Technology Center,
14th Floor, Citrine Block - 4,
Marathahalli Outer Ring Road, Mahadevapura,
Bangalore 560 048

Marlabs Software (P) Ltd.


# 462, A & B Block, Udayaravi Road,
Kuvempunagar,
Mysore - 570023

Marlabs Software (P) Ltd.


"Athulya", 2nd Floor, Infopark
Kusumagiri P.O. Kakkanad
Kochi - 682 030

Tel: +91 (821) 4000200


Email: contact@marlabs.com

Email: contact@marlabs.com

Tel: +91 (80) 67229400/700


Email: contact@marlabs.com

Marlabs Software (P) Ltd.


# 469, A & B Block,
Udayaravi Road, Kuvempunagar,
Mysore - 570023

Marlabs Software (P) Ltd.


Trans Asian Corporate Park,
XIV/396-C, Seaport Airport Road,
Chittethukara, Kakkanad
Kochi - 682 037

Tel: +91 (821) 4191450


Email: contact@marlabs.com

Ph: +91 (484) 6062885/886


Email: contact@marlabs.com

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THANK YOU

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