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日本語
日本語

Maintenance & Operations Support (including L1-L2 support)

Business continuity and operations is an important IT endeavor. In Japan around 70%+ of IT budgets are spent for existing operations and continuity. Fidel works with its clients to provide bilingual operational support and maintenance.
This includes basic L1 support and then L2 with finally escalations to client side L3 support. In some cases, as part of legacy application support, Fidel also provides the L3 support.

Technologies : Java, .NET, php, SqlServer, mySql, Oracle, python, angularJS, nodeJS

Bilingual Support :

For a particular Japanese client which distributes global software products in Japan, Fidel acts as a first level support to accept queries in Japan from local users and then summarize & translate the same to coordinate with the global software support teams. All responses (in English) from global support teams are again localized back in Japanese and sent to the users via the client team.

Batch monitoring and support :

For a financial data services provider, Fidel team provides batch process monitoring support daily from 15 hrs JST to 23 hrs JST. Fidel team remotely logs in the client server, ensures smooth running of the batch process by checking the logs and in case of issues, refers to the operation manuals and acts accordingly.

Local infrastructure & application support (weekly visit and on-call availability) :

For a global healing oil manufacturer firm, Fidel supports its local Japan office (30 people staff) by managing and supporting their local infrastructure (network, desktops, O365, ERP application) by visiting once per week and then being available on call. While communicating with the users and other partners, Japanese support is given and while escalations or communicating with the global IT, Fidel provides with the necessary English communication.

For past 15+ years, Fidel has been at the forefront of infrastructure and applications support through its Japan office. With an ecosystem of partners, Fidel can provide support not just in Tokyo but across different prefectures.