Transforming Healthcare Insurance with Tech-Pro's NOC Solutions
A leading US healthcare insurance payer faced significant operational hurdles due to inadequate monitoring capabilities. The organization was grappling with high-risk exposure, characterized by thousands of incident false positives, an inability to predict performance degradation, ineffective troubleshooting, and coordination challenges across multivendor teams. This complex web of issues threatened the seamless operation and reliability of their Network Operations Center (NOC), which is pivotal in ensuring the health of networks, systems, and critical service orchestration processes.
Solution
In response to these challenges, the client selected Tech-Pro as their US-based, full-service Network Operations Center platform and services provider. Tech-Pro’s mandate was to enhance operational visibility and ensure compliance with ITAR, HIPAA, PCII, and other regulatory requirements. The initial phase involved comprehensive requirements gathering, which paved the way for the development of a future-state NOC and steady-state support conceptual design. This effort culminated in a proof of concept (POC) that transitioned into a real-world, fully managed, 24/7 NOC steady-state operation. The solution encompassed:
- 24x7x365 NOC monitoring, including Level-1, Level-2, and Level-3 technical support.
- Continuous “eyes-on-glass” monitoring.
- Real-time monitoring and alerting.
- Comprehensive operations management around the clock.
- Performance measurement and analytics reporting.
- Patch management, server administration, firewall management, and performance tuning services.
- Integrated disaster recovery and service continuity processes.
Result
The implementation of Tech-Pro’s comprehensive NOC solution revolutionized the client’s operational capabilities, delivering remarkable outcomes:
- Enhanced security and compliance adherence, including ITAR, HIPAA, and the client’s internal security standards.
- The establishment of continuous delivery and service continuity operations significantly reduced the client’s risk profile.
- The solution provided greater cost efficiency and expense control through a fixed pricing model, enabling effective budget management.
- Tech-Pro’s reliable and fully managed services under strict service level agreements (SLA) ensured operational excellence.
- The client achieved full visibility and predictability of their systems, networks, and applications, marking a significant leap in their operational resilience and service delivery quality.
Tech-Pro’s Considerations around the adoption of Managed Services and Technology Solutions:
- Reducing financial impacts of downtime
- Tangible benefits of enhanced network stability
- Cost of network downtime