Field IT Services Stabilized Across 60 Countries

The engagement improved service responsiveness, reduced MTTR from 148.6 to 48 hours, and achieved a 95% incident resolution SLA

About the client

Emerson partnered with Infosys and TECEZE to stabilise a fully managed field IT service spanning 60 countries and up to 445 sites, scaling the engineering workforce to 144 FTEs while reducing service request MTTR from 148.6 hours to 48 hours and achieving 95% average incident resolution SLA

At a glance

Industry
Industrial Technology / Manufacturing
Engagement / Service
Field IT Services, IMACD, VIP & VVIP Support
Coverage
60 countries, up to 445 sites
Delivery Partnership
TECEZE in partnership with Infosys

Success highlights

  • 25,622 Tickets handled from January–May 2026
  • 95% Average incident resolution SLA
  • 148.6 hours → 48 hours Service request MTTR
  • 97% Average engineer availability at dedicated sites
  • 120 → 144 FTEs Engineering workforce scaled

The challenge

Corporate meeting

Stabilising a complex global field IT operation transition

Managing a large-scale field IT transition across 60 countries

As a first-generation outsourcing client, Emerson entered a large-scale transition with high expectations and no previous experience of a transformation of this scale. The service footprint spanned 60 countries and up to 445 sites, requiring consistent delivery across dedicated engineering, dispatch and VIP/VVIP support.

The initial ramp-up surfaced several transition-era challenges, including critical-site staffing delays during November–December, engineer quality and language issues in specific geographies such as China, unidentified and unaligned backfill resources, and service request MTTR of nearly 150 hours as processes were being established.

The priority was to stabilise service delivery quickly while creating a structured operating model capable of improving performance across regions

Our approach

A governed managed-service model focused on continuous improvement

TECEZE mobilised one of its largest managed-service operations to date, combining dedicated engineering resources, structured escalation management and continuous service improvement to address transition issues and strengthen delivery across the global footprint.

The delivery approach focused on stabilising operations, strengthening regional coverage and continuously improving service performance:

Rapid, governed escalation management

Every escalation, from engineer availability in Japan to ServiceNow queue categorisation, was captured in an action tracker and reviewed through weekly governance calls with Infosys. Each issue was assigned an owner and corrective action to prevent unresolved items from ageing.

Targeted regional strengthening

Engineer coverage was expanded across hard-to-serve regions, while HR and resourcing capabilities were strengthened to accelerate backfills. Resource allocation was also optimised to improve response times at remote sites.

Continuous MTTR reduction

Month-on-month process refinement focused on reducing service request resolution times, bringing MTTR down from 148.6 hours in the first month to 48 hours by May 2026.

Scaled engineering operations

The managed-service workforce expanded from 120 to 144 FTEs by May 2026, providing greater coverage and supporting stabilisation across the account’s global site footprint.

Governance and service stabilisation

TECEZE maintained structured operational governance throughout the transition, using escalation tracking, performance trends and regional delivery feedback to address issues quickly and drive continuous improvement across the global service footprint.

Focus Activity Outcome
Escalation Management Action tracking and weekly governance reviews Clear ownership and faster resolution of transition issues
Regional Coverage Targeted resourcing and backfill optimisation Stronger coverage across hard-to-serve and remote sites
MTTR Month-on-month process refinement Reduced from 148.6 to 48 hours
Engineering Operations Workforce scaling and resource allocation Expanded from 120 to 144 FTEs
The results: January–May 2026

Field IT performance stabilises across the global footprint

25,622 Total tickets handled — 15,247 service requests and 10,375 incidents
95% Average incident resolution SLA, with 97% resolution SLA in May
48 hours Service request MTTR, reduced from 148.6 hours
97% Average engineer availability at dedicated sites
88% Dispatch completion, with SLA adherence recovering to 92% by May
144 FTEs Engineering workforce, scaled from 120

What the client says

“Aghatta was very attentive, responsive, and helpful throughout the warranty process. She handled everything quickly and kept me updated.”

— Alexander Corrales, Emerson, Costa Rica

Delivery partnership

TECEZE and Infosys working together to stabilise global field IT

TECEZE delivered the managed field IT service in partnership with Infosys, supporting Emerson across 60 countries and up to 445 sites. TECEZE provided dedicated engineering, dispatch, IMACD, VIP/VVIP support and regional service delivery capabilities.

The partnership combined Infosys’ enterprise service management with TECEZE’s field execution and engineering capacity, supported by structured governance, escalation management and continuous improvement.

Looking ahead

Driving Further Service Maturity and Automation

With the service stabilised following transition, the focus moves to Year 2 of the five-year partnership, with priorities centred on transformation, automation, operational resilience and sustained service performance

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