A U.S.-based healthcare enterprise specializing in home-centered, whole-person care coordination partnered with NuWare to enhance the reliability, scalability, and performance of its IT infrastructure. The client’s business model emphasizes value-based healthcare delivery, where data-driven insights enable timely, personalized care transitions from hospital to home

With rapidly expanding operations and an increasing dependency on digital systems, the company required comprehensive 24x7 Infrastructure Monitoring (NOC) and End-User Helpdesk Support. NuWare, serving as the client’s technology partner since 2019, implemented a multi-layered monitoring and support model to ensure operational continuity, efficient issue resolution, and SLA adherence across all systems.

The client’s distributed infrastructure presented multiple technical and operational challenges:

• 1. Complex Multi-Tier Infrastructure
  The environment included on-premise and cloud-based servers across Windows, Linux, and AS400 systems, supporting a variety of business-critical healthcare applications.
• 2. 24x7 Availability Requirements
  With a large user base and critical data operations, even minimal downtime impacted care delivery and patient management.
• 3. Multiple Monitoring Tools and Integrations
  Server, application, network, and telephony monitoring required integration across disparate tools such as SolarWinds, AppDynamics, OEM, and AWS CloudWatch.
• 4. SLA-Driven Response Expectations
  Required 10-minute response time for Priority 1 (P1) alerts and continuous coordination across teams to resolve major incidents.
• 5. Operational Scalability and Compliance
  The client sought a flexible model capable of handling growing infrastructure assets while adhering to healthcare compliance and audit standards.

NuWare was chosen among several solution providers for its proven expertise in infrastructure monitoring, automation, and healthcare IT governance.

NuWare deployed a 24x7x365 offshore Network Operations Center (NOC) and End-User Helpdesk Support Team, integrating proactive monitoring, SLA-based alert management, and automated workflows for faster issue resolution.

Parameter -	Details
Client -	U.S.-Based Healthcare Company
Engagement Start -	2019
Team Size -	15
Support Model -	24x7x365
Environment -	On-Premise + AWS Cloud
Monitoring Tools -	SolarWinds, AppDynamics, OEM, Tidal, Cisco UCS, Cloudera, Airflow, AWS CloudWatch
Other Tools -	Jira, Jenkins, Confluence, Bitbucket, Ansible
Support Functions -	NOC Support, Helpdesk Support, L1 Application Support

Case study - NOC and Helpdesk

As the first line of defense, NuWare’s NOC team provides continuous monitoring and proactive maintenance across infrastructure, applications, databases, and networks.

Key Capabilities:

• 1. 24x7 Infrastructure Monitoring
  a. Continuous server, application, and database health checks.
  b. Monitoring network bandwidth, VOIP systems, and application uptime.
  c. Automated alert escalation and SLA-based tracking for all incidents.
• 2. Monitoring Configuration & Optimization
  a. Added/removed nodes and URLs in SolarWinds and AppDynamics.
  b. Configured dashboards to track Server/Application/DB/Network/VOIP metrics.
  c. Defined business health transactions and set threshold limits for real-time alerts.
• 3. Incident Management
  a. Reviewed and triaged incidents in Jira; escalated to relevant teams.
  b. Maintained a clean incident queue and tracked root cause analysis (RCA).
  c. Managed Crisis Bridge Calls for P1 issues, coordinating between teams and maintaining consistent outage communication.
• 4. Application Patching & Releases
  a. Managed application patch deployments via Jenkins pipelines.
  b. Coordinated with developers and testers for release validation and post-deployment support.
• 5. Documentation & Reporting
  a. Developed and maintained SOPs, runbooks, and monitoring playbooks.
  b. Delivered daily system health and performance reports.

This comprehensive monitoring ecosystem ensures real-time visibility, faster detection, and reliable resolution of all infrastructure-related issues.

The Helpdesk team serves as the first point of contact for all end-user issues, covering hardware, software, and access-related support requests.

Key Responsibilities:

• • Provide technical assistance via phone, email, and ticketing systems.
• • Perform remote troubleshooting using diagnostic tools.
• • Walk users through problem-solving steps and escalation when needed.
• • Log every call into Jira, ensuring full traceability and SLA tracking.
• • Follow up and update users on ticket progress and resolution.
• • Support Day-One setup for new hires and manage escalation for unresolved issues.
• • Relay feedback and improvement suggestions to engineering teams.

Through this structured Helpdesk operation, NuWare has improved user satisfaction, reduced resolution time, and maintained consistent service quality across all business functions.

In addition to infrastructure and helpdesk operations, NuWare’s NOC provides value-added application support for ensuring business continuity.

Key Activities:

• • Running application status jobs through Jenkins to confirm service availability.
• • Performing admin tasks such as start/stop/restart and log cleanup.
• • Managing service restarts in Cloudera and AWS API Gateway validation.
• • Executing first-level troubleshooting on application issues and escalating unresolved incidents.

This proactive layer bridges infrastructure monitoring with application reliability, ensuring end-to-end observability and minimized downtime.

• • P1/P2 Incident Management: Year-over-year decline in major incidents due to automation and proactive monitoring.
• • Ticket Volume: 200+ monthly service and incident requests efficiently handled.
• • Assets Managed: Servers, databases, network devices, and VOIP endpoints under unified monitoring.
• • Response Time: Under 10 minutes for P1 incidents and average <30 minutes for P2 issues.

NuWare’s NOC and Helpdesk engagement has led to measurable improvements in performance, reliability, and user experience.

• 1. Enhanced Uptime and Reliability
  • Achieved 99.9% uptime across applications and infrastructure.
  • Prevented downtime through proactive monitoring and automated alert resolution.
• 2. SLA and Response Excellence
  • Maintained <10-minute response time for critical alerts.
  • Streamlined escalation procedures reduced Mean Time to Resolve (MTTR) by 25%.
• 3. Operational Efficiency and Automation
  • Automated recurring monitoring and reporting tasks through Jenkins and Ansible.
  • Reduced manual intervention by 30%, freeing resources for optimization initiatives.
• 4. Improved End-User Experience
  • Helpdesk-driven issue resolution improved user satisfaction and onboarding efficiency.
  • Consistent communication during incidents improved business confidence.
• 5. Scalable and Cost-Effective Model
  • Flexible offshore support ensured 24x7 coverage at optimized cost.
  • Scalable model capable of accommodating future expansion and new tool integrations.