Challenge
GHN scaled from 1,000 to 10,000 employees in 3 years but their IT team of 12 could not keep up. System outages during peak delivery seasons caused order backlogs and driver app crashes affecting 50,000 active delivery agents.
Solution
ICTI assumed full managed services responsibility covering infrastructure, security, helpdesk (L1-L3), and vendor management. We established an ITIL-based service desk with 2-hour SLA for P1 incidents and proactive capacity planning aligned with GHN business growth.
- 24/7 L1-L3 helpdesk supporting 10,000 employees
- ITIL-based change and incident management
- Monthly infrastructure capacity planning reports
- Vendor management for 15+ IT suppliers