APAC Semiconductor Manufacturer Optimizes Global IT Operations

Dispatch and Scheduled Services Supporting a High-Precision Semiconductor Estate

About THE CLIENT

The client is a global semiconductor design and manufacturing company operating design centres, test facilities, and commercial offices across Asia-Pacific Semiconductor environments are precision-critical and access controlled. Design centres hold highly sensitive intellectual property, and test facilities run controlled conditions where uncontrolled intervention carries real risk both factors that raise the bar on engineer vetting and on-site discipline.

At a glance

Industry
Semiconductor design & manufacturing
GSI
HCLTech(HCL)
services
Dispatch and scheduled site services,Gobal/
Coverage
Dispatch 6 months(aprl2026 -sep 2026)

Success highlights

  • 194 per year, Dispatch tickets handled
  • 60 per year,Scheduled site activities
  • 55 per year,Activities completed
  • MTTR improved from 4.6 to 3.8 days
  • 100% for four of five reported months

The challenge

Corporate meeting

Scaling Specialist IT Support Across APAC

Managing Rapid Service Growth, Security Requirements and Resourcing Risks Across Complex Engineering Sites

Rapid volume growth. Reactive dispatch volume nearly doubled during the period, rising from 12 to 23 tickets per month Security and vetting requirements. Design centres and test facilities impose elevated engineer vetting and access-control requirements that constrain the available engineer pool Single-point resourcing risk. In a specialist engineer pool, an individual engineer’s unavailability has an immediate and visible service impact

Multi-country APAC coverage. Distributed sites across Asia-Pacific with differing languages, holidays, and access regimes. countries, several with restrictive labour and compliance environments, spanning multiple languages, time zones, and site types, from manufacturing plants to corporate offices.

Our approach

HCLTech (HCL) as Global Systems Integrator

HCLTech as Global Systems Integrator holds the client relationship and overall service governance, and engaged Teceze as its last-mile field services delivery partner Teceze delivers dispatch and scheduled site services across the client’s APAC estate, combining reactive break/fix and IMAC dispatch with a programme of planned scheduled activities at nominated sites.

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

Execution

Combined reactive and scheduled model. A planned scheduled-activity programme runs alongside reactive dispatch, giving the client predictable preventative coverage at nominated sites while retaining on-demand response capability.

Knowledge transfer in parallel

Built up alongside live service delivery, rather than as a gate before go-live.

Vetted specialist engineer pool

Engineers are selected and cleared against the client’s elevated access and security requirements before assignment accepting a smaller pool in exchange for reliable site admission

Bi-weekly stakeholder governance

A standing fortnightly meeting with client and HCL stakeholders identifies gaps and issues, and provides the forum in which resourcing exceptions are communicated in advance rather than discovered.

Governance and reporting cadence

Structured governance, regular reporting and proactive communication keep service delivery aligned, risks visible and stakeholders informed

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

Reliable Delivery Through Rapid Service Growth

100%SLA attainment sustained from January through April four consecutive perfect months
100%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 HCL work together on this account

Teceze works alongside HCLTech as its trusted last-mile field services partner, delivering vetted engineers, responsive dispatch and scheduled site support across the client’s APAC semiconductor estate.

Looking ahead

Contract Duration

Six months. The current term runs from April 2026 to September 2026, operating as a combined dispatch and scheduled service

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