Tech Mahindra Reduces IT Incidents for a UAE Nuclear Entity With 24/7 IT Managed Services

Overview

The client, a national entity implementing the UAE Peaceful Nuclear Energy Program, was responsible for the design, construction, and operation of the country’s first nuclear power plant. They faced significant challenges with unresponsive incumbent support, the need for a strategic partner to drive SAP transformation, and ongoing support for mission-critical IT assets.More

The client, a national entity implementing the UAE Peaceful Nuclear Energy Program, was responsible for the design, construction, and operation of the country’s first nuclear power plant. They faced significant challenges with unresponsive incumbent support, the need for a strategic partner to drive SAP transformation, and ongoing support for mission-critical IT assets. To address these issues, Tech Mahindra delivered a comprehensive IT-managed services solution, including 24/7 multilingual support, service desk operations, and SAP expertise, enhancing infrastructure stability, service performance, and digital readiness.

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Client Background and Challenges

A key player in the UAE Peaceful Nuclear Energy Program, the client faced growing challenges

  • The incumbent's support did not demonstrate sufficient responsiveness to meet growing business requirements or take ownership on an SLA basis.
  • The organization sought a strategic partner to lead SAP transformation in its next digitization phase
  • There was a continued need to support critical IT assets essential for day-to-day operations.

Our Approach and Solution

Tech Mahindra collaborated closely with the customer-centric team at the UAE’s latest nuclear energy operator to identify and address infrastructure challenges. We delivered an integrated IT-managed services solution, with key outcomes including:

  • Improved responsiveness
  • Ensured infrastructure stability
  • Enabled future-ready operations

Business and Community Impact

The client reported that this solution exceeded their expectations, particularly highlighting Tech Mahindra’s ability to rapidly scale capabilities and demonstrate flexibility in sourcing the right resources. The IT-managed transformation delivered measurable improvements across IT efficiency, service quality, and infrastructure performance, with key outcomes across the following areas:

  • Incident Reduction: Proactive support and 24/7 monitoring significantly lowered the volume of IT incidents.
  • Enhanced Process Efficiency: Streamlined ITSM processes led to faster issue resolution and reduced manual interventions.
  • First-Time Resolution Gains: First Call Resolution improved by ~60%, reflecting greater effectiveness in initial issue handling and support responsiveness.