Global Enterprise Maintains 99% SLA Across 382 Sites in 68 Countries

Teceze, working with Infosys, operates a globally distributed Field Services Operations network dispatch programme with 950+ engineers.

About INFOSYS

The client is one of the world's largest premium wines and spirits groups, with a global footprint spanning corporate offices, production and bottling plants, distribution warehouses, data centres and customer-facing commercial locations. The distributed estate requires consistent on-site network support while respecting local regulations, languages and facility norms.

At a glance

Industry
Wines & Spirits — global premium beverages group
GSI
Infosys
Products & services
Fully managed EUC field services, 25 countries / 95 sites
Challenge
Stand up a first-generation EUC field services operation from scratch, ramping engineers across compliance-sensitive geographies without compromising quality.

Success highlights

  • 99% resolution SLA by May 2026, up from 93% in January
  • 96%+ response SLA and trending upward
  • 97% average engineer availability across all sites
  • MTTR improved from 4.6 to 3.8 days
  • Workforce scaled from 24 to 30 FTEs

The challenge

Corporate meeting

Global Network Operations at Scale

One Standard. 68 Countries. 24×7 Delivery

The programme had to deliver consistent network response at global scale while handling very different site environments and operating conditions 24×7 coordination across 68 countries, time zones, holidays and working patterns.

Corporate, manufacturing and warehouse sites have different access, HSE and compliance requirements countries, several with restrictive labour and compliance environments, spanning multiple Single-pane visibility was required for dispatch status, engineer position and SLA performance

Our approach

Infosys selected Teceze as its Delivery Partner

Infosys selected Teceze as its Delivery Partner to build and operate the global FSO network dispatch programme. The model combines central control, local capability and standardised execution.

From ad hoc hiring to a governed, phased rollout, the transformation included:

Delivery model
Joint PMO and governance with Infosys and the client. Central command desk for intake, triage, engineer matching and live status. 950+ certification-backed, background-checked engineers. Regional float resources for demand spikes and continuity.
Execution discipline
Built up alongside live service delivery, rather than as a gate before go-live.
Compliance handled methodically
Unified runbooks, RACI and escalation paths. Skill-to-task matching across IMAC, break/fix, Wi-Fi, switching, cabling, carrier handoffs and smart-hands. Pre-visit access, spares and readiness checks. Evidence packs and dashboards tracking SLA, restore performance and first-time-right signals.
Phased, not simultaneous, rollout
Sites brought live in stages so lessons from each phase informed the next.

Governance and reporting cadence

Daily operational stand-up Weekly Operations Review Monthly steering committee Annual 52 reviews + 12 steering committees
Cadence Forum Focus
Daily Operational stand-up Open tickets, escalations, coverage gaps
Weekly Service delivery review SLA/MTTR tracking, at-risk sites
Monthly Governance & steering call Country ramp status, compliance close-out
Quarterly Business review Contract health, workforce planning
The results: January to May 2026

Six months in: SLA performance ahead of a mature account

99%Resolution SLA by May 2026, up from 93% in January
96%+Response SLA, trending upward
97%Average engineer availability across all sites
~9,474Total tickets handled (7,771 requests, 1,703 incidents)
3.8 daysMTTR in May, improved from 4.6 days
28–30Engineering FTEs, scaled from 24

What the client says

“This was our first time handing EUC field services to an outside partner, and that came with a lot of internal scrutiny. Teceze and Infosys didn’t chase headcount to hit a number—they prioritised getting the right engineers in place, even where that meant a slower start in some countries. Six months in, our resolution SLA is at 99% and still climbing. That’s the kind of steady, transparent delivery that builds confidence in a first-generation outsourcing relationship.”

— IT Service Delivery Lead, AGCO

Delivery partnership

How Teceze and Infosys work together on this account

Infosys provides programme governance and L2/L3 tower integration, while Teceze owns last mile dispatch execution, engineer supply and on-site quality. The engagement operates as a continuous managed service with rolling capacity planning and seasonal surge provisioning.
Looking ahead

Sustaining performance as the five-year contract scales

Priority
Extend site coverage within the existing framework. Absorb seasonal demand and technology refresh programmes. Maintain global SLA performance as scope grows.
Next-stage focus Continue capacity planning and regional resilience. Expand the engineer pool and local capability where required. Use performance telemetry to drive continual improvement

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