Vertel's Entire Operations Center, Built by Netoyed in 8 Weeks
A Global Capability Center establishment and end-to-end IT operations engagement for a leading Australian telecommunications and managed services provider.
Vertel | Network & Cyber Studio
Context
The client is a prominent Australian telecommunications and managed services provider operating out of Sydney with national operations across Australia.
Facing growing client demands, they needed to expand their operations team but Australian labor costs and the scarcity of specialized network and security engineers made onshore expansion unsustainable.
They engaged Netoyed to design, build, and operate a fully functional offshore capability center that would run indistinguishably from their Sydney headquarters, covering everything from network operations and Fortinet security management to service desk and voice platform administration.
Challenges
The client needed more than a staffing solution. They required a fully operational offshore capability center that could handle the entire breadth of their IT operations without any drop in service quality.
The technical scope was broad: Fortinet security infrastructure, AWS DNS management, 8x8 UCaaS administration, and L1/L2 service desk operations all needed to run under one roof.
The stakes were high. Their enterprise clients expected Australian-quality service delivery regardless of where the work was being performed. Any perception of offshoring risked damaging those client relationships directly.
Our Approach
GCC Design & Establishment
- Designed and established a dedicated Global Capability Center in Noida, India, purpose-built as a white-label extension of the client's Australian operations
- Built the complete operational foundation including recruitment pipelines, onboarding frameworks, ITIL-aligned process documentation, quality assurance frameworks, and SLA measurement systems
- Engineered overlap-shift scheduling to provide full business-hours coverage aligned with Australian Eastern Standard Time
Network & Security Operations
- Deployed engineers with deep Fortinet expertise to manage FortiManager for centralized policy management and FortiAnalyzer for logging, reporting, and analytics
- Managed SSL certificate lifecycle including CSR generation, procurement, deployment, and renewal for production Fortinet appliances
- Handled AWS Route 53 hosted zone management, DNS health checks, and failover configurations for client infrastructure
Service Desk & Voice Operations
- Operated L1/L2 service desk covering incident management, request fulfillment, and change management across the client's entire portfolio
- Managed 8x8 UCaaS platform including call routing, External Caller ID configuration, and agent provisioning
- Built structured escalation frameworks with defined SLA response windows for P1 through P4 incidents
Netoyed Edge
- Delivered a turnkey GCC model, not staff augmentation. Netoyed designed, built, staffed, and continues to operate the entire capability center
- The client's customers cannot distinguish the Noida operations center from the Sydney headquarters
- Enabled the client to grow their managed services portfolio without a proportional increase in operating expenditure
The Results
- GCC was fully operational within 8 weeks from facility setup to first client ticket
- Achieved 40-50% cost reduction compared to equivalent Australian-based staffing
- Maintained 99.5%+ SLA compliance across all managed service contracts
- Recorded zero security incidents attributed to GCC operations
- Client has grown their portfolio over 3+ years without proportional OpEx increase, with the engagement continuing to expand in scope