When the IT and telecom industries are intermingling, opportunities arise for operators to innovate and enter new business models and partnerships. To meet the evolving needs of operators for support and operations IT services, Ericsson, world’s largest provider of telecom services and the 8th largest IT services company*, is investing further in competence in its Global Service Center (GSC) in India.
- Rising demand for ICT services, driven by broadband, mobility and cloud
- Increased focus on remote delivery of both IT and telecom services, for the benefit of customers. About 40 percent of all service deliveries can now be made remotely
- Over 5,000 service professionals in Indian Global Service Centre and growing fast
Magnus Mandersson, Head of Business Unit Global Services at Ericsson, says: “Staying close to our customers will always be important in services, however, we now see a large share of services that can be delivered remotely, for the benefit of our customers. Today, the majority of the subscribers served by the managed services deals are managed out of our two global network operations centers (NOC) inIndiaandRomania. We foresee that the remote delivery share will increase when we move further into the cloud and the IT sphere.”
The continued focus on managed services in the center inIndiamakes Ericsson set to handle remote operations and support for both telecom network and IT operations. In addition, consulting and systems integration specifically will act as a door-opener into the strategic IT domain which includes IT data centers, service layer, business and operations support systems. Already today, Ericsson delivers over 1,300 consulting and systems integration projects on a yearly basis. The capabilities in managed services, consulting and systems integration also create an edge for Ericsson to engage in the cloud.
Mats Agervi, Head of Global Services Center India, says: “Our center inIndiaactually houses the world’s largest NOC. Having one of Ericsson’s four GSCs here gives us access to one of the largest young talent pools in the world, covering all areas of our services portfolio.”
Speaking at a local event, Mr. Agervi highlighted that “The focus on our GSCs grows in importance as the industry shifts towards a broader ICT focus andIndiais already known as a dominating remote delivery location in the world.”
Ericsson is maximizing scale-efficiencies by concentrating activities that can be delivered remotely in four GSCs. The other centers are located inRomania,MexicoandChina. Key to Ericsson’s global service delivery engine is having an integrated model where local delivery continuously works withRegionalCompetenceCentersand GSC through common processes, methods and tools. An example is the Managed Services Delivery Platform – a portfolio of tools that enables the efficient operation of a communications network, both locally and from remote operation centers. Ericsson internally has over 22,000 people in nearly 100 countries using it.
Globally, Ericsson has 50,000 in-house service professionals working in 180 countries, including 40,000 working close to the customer and 10,000 in our global or regional centres. In total, 10,000 have expertise within consulting and systems integration. Altogether Ericsson has more than 65,000 service professionals, including an average of 15,000 subcontractors, well positioned to support our customers’ need for services around the world.