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Application maintenance and support for a networking leader

The client

The client is a multi-billion dollar world leader in networking for the Internet and provides end-to-end networking solutions that customers use to build a unified information infrastructure. The client's Internet Protocol (IP)-based networking solutions are the foundation of the Internet and of most corporate, education and government networks around the world.

Business need

Difficulty in managing support and maintenance as these activities were carried out by multiple groups comprising employees and contractors with resultant support and maintenance redundancy.

  • Reduce maintenance costs by containing onsite headcount in the consulting area
  • Provide an economical, flexible and effective resource pool to level staff based on project demands

The challenges

  • Very high degree of complexity in the applications from a support perspective
  • Five production instances of Oracle Financials supporting 55 countries, Ariba, Clarify and several custom applications
  • Up to 1,600 concurrent users with over 3,000 connections and 150,000 batch jobs per day
Our solution

Set up an offshore development center to maintain the complex applications and reduce maintenance costs. The overall scope of the engagement was as follows:

  • Maintain the following Oracle Financials modules:
    • General ledger
    • Accounts payables
    • Accounts receivables
    • Purchase orders
    • Fixed assets
  • Support and enhance Oracle Financials modules and some custom web-based applications
  • Develop business solutions based on Java and Forms 6.0 platforms
  • Monitor batch jobs for the Oracle Financials application
  • Maintenance of standard packages, customizations, and custom applications developed by the third-party and Infosys


  • Infosys provided a scalable organization structure aligned with the client's IT needs, with multi-level communication for faster turnaround and issue resolution
  • Set up an offshore development center to maintain the complex applications and reduce maintenance costs
  • Built a secure and reliable communication link between the ODC and the client site to provide consultants with access to the same application environment
  • Eliminated support and maintenance redundancy and provided global coverage for P1 issues


  • Total cost of maintenance of the applications was reduced by around 30 percent
  • Expanded global capability
  • Improved time to market delivery
  • Freed the client's IT resources for more strategic initiatives
  • Enhancements to existing Oracle Financials functionality completely offshored in a period of six months
  • 24/7 support for the applications provided based on the Global Delivery Model
  • Continuously met service expectations

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