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Marlabs Capabilities Overview: ODC Services

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  1. 1. Marlabs Capabilities Overview 2016, Marlabs - Confidential [email protected] +1 (732) 694 100 www.marlabs.com ODC Services
  2. 2. 2 Founded in 1996 2100+ employees Consistent year-on-year revenue growth 100+ blue-chip clients across multiple verticals IP driven global consulting and software services Headquarters in Piscataway, NJ USA Global delivery headquarters in Bangalore, India CMMI Level 5 and ISO/IEC 27001: 2013 certified Marlabs Snapshot 2 Global Locations Strategic PartnershipsAwards and Recognition Verticals Serviced Overview 35% 22% 9% 23% 11% Banking, Finance, Insurance Media & Education Transportation & Logistics Healthcare & Life Sciences Retail & Others
  3. 3. 3 Global presence to drive speed and value Key locations Marlabs Corporate HQ: One Corporate Place South, Piscataway NJ Global Data Center Network Operations Center Sales, Acct. Management & Operations Support Onshore Development Center Marlabs North American Training Facility Broadhead Road, Bethlehem, PA Global Training Facility Multi-Discipline Center of Excellence Onshore Development Center DR Data Center Global Development Center BWTC, Bangalore, India Global Development Center Multi Discipline Center of Excellence Asia-Pacific Data Center Network Operations Center Global Development & Training Center Udayaravi Road, Mysore, India Global IV&V Center and CoE Asia-Pacific Training Facility Global Development Center Global Development Center & CoE Infopark, Kochi, India Global Development Center Centers of Excellence
  4. 4. 4 Partners in our success Customers Media & Education Banking, Financial Services, Insurance Healthcare & Life Sciences Logistics & Hospitality Retail & others
  5. 5. 5 Full spectrum of solutions and services Service Offerings Application Development and Maintenance | Information Security | IT Infrastructure Services | Testing | Packaged Implementation & Support | Product Engineering Cloud | Mobility | DAM | DW-BI & Analytics| Microsoft |Java | Open Source | ERP | Salesforce | IoT Services Industry Verticals Technology Solutions BFSI Education Transport Healthcare Energy RetailMedia Government
  6. 6. 6 The expertise driving our solutions and services Centers of Excellence Improve legacy and proprietary Integration with current solutions/software Positive impact on usability and architecture decisions among project teams Increase overall user adoption Implement the best practices for the development of solutions Promote cross-platform flexibility Rapid scale up for project requirements Marlabs Centers of Excellence (CoE) Primary objectives Industrialized assets and methods Innovation Architecture based on cost/benefit analysis Skills and Resources Alliance ecosystem Microsoft Java/ Open Source Digital Asset Management (DAM) Testing DW/BI & Analytics Mobile Infrastructure, Security & Cloud UI/UX ERP/ CRM
  7. 7. Center Of Excellence - Objectives ODC Facilities and Capabilities
  8. 8. 8 Global offices and ODC Facilities Piscataway, NJ Bangalore, India Bethlehem, PA Mysore, India Recently opened centers Mexico Kochi in India
  9. 9. 9 State of the Art, Secure and Dedicated Off-Shore Facilities at Kochi, India Infopark Athulya MTF Trans Asian Corporate Park 2 New Facilities at Kochi, India Global Development Centers
  10. 10. 10 Global offices and ODC Facilities
  11. 11. 11 IPLC Backbone 1 IPLC Backbone 2 Piscataway, NJ Bethlehem, PA Mysore Bangalore United States India BGP DS3 DS3 DS3 DS3100MbPSClient Internet VPN Private Line Circuits Site to Site VPN PRI Circuit NOC Kochi Marlabs Global Connectivity
  12. 12. 12 Secure, scalable & state-of-the-art Infrastructure 20,000 Sq. Ft. of infrastructure area (option to expand) N+1 infrastructure topography Dual and diverse power feed Lit with multi-entrance fiber rings State-of-the-art backup system & power unit Redundant service providers for guaranteed network uptime Dedicated secure channel VLAN for ODC isolation with selective access using ODC gateway Restricted access monitored by card and CCTV Two factor authentication and biometric finger print scan Advance intrusion prevention capabilities ISO 27001 compliant information security practices Full disaster recovery for hosted applications FM200 fire suspension system for complete protection Multisite Network Operations Center (NOC) for monitoring and management Scalability and extending T1/T3 circuit to alternate DR sites SSAE 16 Type II Compliant Data Center, Piscataway, NJ Guaranteed Security Disaster Recovery
  13. 13. 13 Value added Services Why Marlabs? Offshore Dedicated 300+ seats capacity readily available at India Delivery Centers Established Technology Practices in India High caliber technology resources Proven experience ramping up to 600+ specialized resources within aggressive timelines Dedicated ODCs already set up for large relationships (e.g. Kaplan, Gate Group, HSBC) Fully operational development and training center in Mysore delivery center Onsite Bethlehem, PA Elsevier Lab, CoE Infrastructure, Technology and People Dedicated Video Conferencing and Conference rooms across facilities Fully Operational 150K Sq. ft. building in Piscataway, NJ Fully operational and ready Tier 1 data center and NoC Readily available Infrastructure (Building, Seating, Network and Hardware) Building focused knowledge repositories faster onboarding, Knowledge Management Investment into Domain experts both onsite and offshore Training curriculum specifically built to customer domain and tech specs for new crew members Agile/SCRUM training to customer specific development methodology. Scrum team rooms Global Knowledge Center
  14. 14. 14 ODC Development Services Engagement and Governance Marlabs-Team Offshore Delivery Center CoE Bench (includes India based Resource Pool) Practices (.NET, Java, DWBI, ERP, others) Sources of Ramp-up / Scaling Engagement Governance and Executive Steering Committee Customer US Onshore Marlabs Delivery SPOC and Vertafore Teams Application Group 1 Customer Teams Application Group 2 Customer Teams Application Group 3 Customer Teams Marlabs Infrastructure For Customer ODC Data Center Piscataway, NJ Office Space India, Piscataway, Bethlehem Video Conferencing Center NJ and India NoC - NJ and India Training Facility and Infrastructure - NJ and India
  15. 15. 15 Week 1 Week 2 Week 3 Week 4 Week 5 Week 6 Week 7 Week 8 Week 9 Week 10 Week 11 Week 12 Week 13 Week 14 Week 15 Week 16 Process & Procedure development KA and KT Sessions Shadowing Reverse Shadowing Engagement Sourcing Define SLAs measurements Cutover to steady State Phase I - Planning Phase II Transition-In Phase III Service Delivery Define Outcomes Model Steady State Service Delivery and Management Engagement Governance Transition Planning Infrastructure Setup Ramp up and Transition Typical Scenario
  16. 16. 16 Strong dedicated recruitment team in India to meet mission critical-peak load demands Dedicated Training Center set up at Mysore Delivery Center Each weekend, walk-in interviews and recruitment drives conducted at select cities wherever IT resources are available (Bangalore, Mysore, Hyderabad, Chennai, Mumbai, Pune, Gurgaon & Noida) Average of about 300 resources identified and interviewed each week (in past drives) Nearly 150-200 interviews organized for clients each week Geared to handle bulk volumes with deep understanding of current local job market realities Strong recruitment supply to chain to quickly ramp up the required resources. Marlabs Experience Past Projects
  17. 17. 17 Marlabs Human Resource Management
  18. 18. 18 Recruitment Methodology Marlabs Selection Role, location and job requirements Skill, vertical and technology match Aptitude and behavioral aspects Present ability and etiquette aspects Location and compensation fit Multi-lingual/cultural hires Ensure 95% resources are certified on specific job skills Screening First level telephonic interviews Second level in-person discussions for short listed candidates Reference and employment eligibility verification Criminal, drug, background verification and psychometric testing (based on request) Recruitment Plan Parameters Quality of resources Time frames Quantity to match project requirements Cost of the hires Our policy on Equal Opportunity focuses on generating a pool of diverse candidates which richens our employee base and organizational culture.
  19. 19. 19 Sourcing and Selection On-boarding and Fitment People Development Performance Growth - Referrals, top schools, open market - Assessments, Tests, Interviews - Psychometric testing (iDISC Model) - References & Background screening - Induction plan - Skills assessment & Fitment - Project and Practice fitment - Training - Cultural integration - Customized training (Learning centers in Mysore, INDIA; Bethlehem, PA) - Competency assessment - Creation of training & development plan/calendar - Monitoring/ feedback of skills development programs - Creation of career streams & paths (technology, business, program management) - Performance management process - Identification of Hi-fliers - Performance improvement plan Marlabs Human Capital Development Lifecycle
  20. 20. 20 Marlabs conducts ongoing training programs at our Global Training Centers: Bethlehem, PA Mysore, India Client Curriculum Based Training Training for three groups: New Hire Client Specific Resource Shadowing, Bench Development Ongoing Skills Development and Growth World-class trainers and facilities help our people stay current on industry and technology trends. Training programs are conducted on a regular, recurring basis. Rotating our faculty with our project teams ensures that our trainers bring vital, real life experience into the classroom, thereby making the training so much more meaningful. Inclusion of hands-on sessions ensures effective knowledge transfer. Marlabs Training & Development
  21. 21. 21 Marlabs attrition rate is at an average rate of 8% which is considerably below the industry norm. Better recognition and visibility of top performers to Senior Management, as part of top 10 percentile. Very strict enforcement of notice period, in case of employee separation. Knowledge repository creation for future employees joining the project. Shadow / Back-up resources for key roles in the project. Marlabs De-Risk Attrition Steps Marlabs Attrition Rate
  22. 22. 22 Employee Recognition Awards Long Service Award Employee of the Month Award Career Development Clearly defined career streams with opportunities for advancement based upon merit Career planning and road-mapping Continuous Training To enhance employees current skill and competency. To acquire newer and advanced skills for their self development in a structured and planned manner, thereby providing growth opportunities within the organization. Centers of Excellence Intellectual sabbaticals Rotation between project assignment and skill augmentation Opportunity for high performing individuals to become part of the faculty Marlabs Retention Strategies
  23. 23. Center Of Excellence - Objectives Program Management & Delivery
  24. 24. 24 Client Project Stakeholders Customer Centric Blended Model Project and Program Governance Client Executive Sponsor Client Program Manager Client Project Manager Client SMEs IT & Infrastructure Marlabs Executive Sponsor Marlabs Account Manager Business Analyst/ Lead Developer Technical Architect IT & Infrastructure Programmer/ Analysts Quality Assurance IT & Infrastructure Client Team Marlabs On-Site/Off-Site Team Marlabs Off-Shore Team Strong Transition Mgmt. Peer to Peer Communication Defined Escalation Process Steering Business Alignment Work Prioritization Metrics Monitoring Project Management Requirements/ Deliverables Task Monitoring & Control Project Status Issue Management Work Packages Technical Specs Project Lead / Manager Project Lead / Manager
  25. 25. 25 Overview - Strategic Level Program Governance Methodology
  26. 26. 26 Overview - Tactical Level Program Governance Methodology Initiate and Plan Estimate WBS Resource plan Project Plan Requirements and Architect Requirements (Functional & Non- Functional) System Architecture Review Design High-Level Design Low-Level Design Test Plan Coding Guidelines Construction Unit Test Plan Code Software & Hardware Integration R&D Performance Tuning Test Performance testing System testing Benchmarking Test Results Certification Integrate and Support Maintenance Updates/ Fixes Standards Compliance Onsite/ Offshore Extended Program Management Monitor & Control Plan and Execute Communication & Expectation
  27. 27. 27 Business Change Management Program Governance Methodology Compare to baseline Compare to baseline Implement on Production Write code or changes Deploy in QA Environment Unit Test Integration Test Final QA Code Release PLANNING ENGINEERIN G Post Implementation Review Define scope of change Change Deployment Plan Change Pilot Plan Monitor the change Analyze the scope and Get approval Implement change
  28. 28. 28 Project Planning , Coordination and Control Project Management Project Management Project Overview Schedule & Mileston e Plan Acceptan ce Criteria Scope & Change Manage ment Project Monitori ng Risk Manage ment Communi cation Manage ment Configur ation Manage ment Test Plan / Strategy Quality Assuranc e Resource Manage ment Governed by our Quality Management System (QMS)
  29. 29. 29 Service Landscape Application Development & Maintenance Production Support User Support Configuration Management Emergency Fixes Application Support Application Monitoring Production Support (24x7) SLA Management Maintenance User Support Regulatory Minor Enhancements Configuration Management Corrective Maintenance Preventive Maintenance Database Administration Change Management Product Review SLA management Business Support Quality Assurance Emergency Fixes Application Continuity Application Monitoring Database Monitoring Product Enhancements Production Support (24x7) SLA Management Multi-Level Support (L1, L2, & L3) Flexible Shift Model (8x5, 12x5, 16X7, 24X7) Quality Assurance Multi-Channel Support (Phone, Email & Chat) Application Development Water Fall Model Iterative & Incremental V Model Spiral Model Code & Fix Life-Cycle Model Prototype Model Agile Model Custom Models Development Models Application Maintenance Application design, development Systems integration/consolidation Re-engineering, Implementation of packages Service Offerings
  30. 30. 30 CMMI Level 5 certified Quality Management Systems Improve Project Planning Reduce Software Defects Increase Defect Containment/ Reduce Cost Schedule Slippage Effort Slippage End Timeliness Review EffectivenessTDCE BMI RTI SLA Compliance PROJECT LIFECYCLE SDLC Phases Periodic Reviews Reviews, Walkthroughs, Testing and Audits QMS Data Repository Process Metrics Product Metrics Causal Analysis of Outliers using Brainstorming, Pareto Charts, Histogram Corrective and Prevention Actions feed back into the SDLC Phases Improve Customer Satisfaction through Quality
  31. 31. 31 Activities: Metrics Gathering Causal Analysis Lessons Learnt Best Practices QA Reviews & Surveys: Internal Reviews (IQA) 100% Review External Reviews (EQA) 20% Review Final Inspection (FI)- Assure Compliance to Process Customer Satisfaction Survey Metrics, Reviews, Surveys Project Quality Measurements Development Projects Attribute Metric Defects Defect Density Total Defect Containment Effectiveness Review Effectiveness Effort Effort Slippage Rework Effort Review Effort Productivity Size/Effort Schedule Schedule Slippage End-Timeliness Schedule Commitments Size Size Deviation Maintenance & Support Projects Attribute Metric Defects Defect Density Review Effectiveness Effort Effort Slippage Rework Effort Review Effort Productivity Size/Effort Schedule Schedule Slippage End-Timeliness Schedule Commitments Incident Arrival Rate No. of Incidents received per period BMI Backlog Management Index % Compliance to SLA Response Time index Testing Projects Attribute Metric Defects Defect Density Review Effectiveness Effort Effort Slippage Rework Effort Review Effort Productivit y Size/Effort Schedule Schedule Slippage End-Timeliness Schedule Commitments
  32. 32. 32 ITIL metrics driven Support Process Service Desk USERS Phone Emai l Ticket Co-browse Service Desk (L0) L1 Support L2 Support Incident Management system Knowledge Base One Console Service Dashboard Service Delivery Service Management Service Management Engagement Governance Quality Process CSAT COE Continuous Service ImprovementL3 Support Chat
  33. 33. 33 Marlabs ODC Relationship Reviews
  34. 34. 34 Key Services Business critical, end customer facing applications Development, Maintenance, Support. Ramp up of 250 in 6-7 months, Dedicated ODC Java 60%, NET 20%, QA/DWBI 20% Technology evaluation and provided the design solution using the technologies Dojo, Flex, J2EE, Spring, Hibernate, JMS, EJB, Drools Rule Engine, Jasper Reports, Oracle Database Server, JBoss Application Server and Red-Hat Linux. Support over 500 concurrent users, rich user experience through real time dynamic content Ability to process over 5000 Service Orders (Flights) and Invoices per airline in a day. Ability to process over 200000 flight requests per day. Configured, provided infrastructure support for 200+ server instances including on Amazon EC2 Sample Applications In-flight Supply Chain Management (Oracle, Java, Hibernate, Flex), Galley Planning, SAP L2 Support (all modules, BW, ABAP), Hyperion Financial Management L2 Support. Significant Benefits Transitioned disintegrated, disconnected applications to enterprise-wide B2B applications Reduced total cost of ownership Provide integrated platform for clients. Marlabs Relationship Overview Gate Gourmet
  35. 35. 35 Key Services Development, maintenance of a global platform, highly critical to global business Supporting Latin American and Asia Pacific operations Migration, Provision and Support of Enterprise Middleware Platform ( IBM WAS 7.x , WPS 7.x , IHS 7.x ) for over 100+ banking applications. 6-7 months global ramp up to 150+ resources Pune, Mexico, Brazil, Malaysia Multi location recruitment, orientation, training, deployment Uniform technology platform which support to clients one-applications IT strategy . Support for highly secured Dual Data Center with Active-Active Hot DR @ 99.99 % availability Successfully implemented single global collections in LATAM per universal, group-wide standard Sample Applications Cards & Collection (Mainframe), Retail Banking/Core Banking (AS400), Interfaces between Core Banking & Cards. Significant Benefits Provided single global point of contact across all locations Helped reduce dependence on existing vendors key to sourcing strategy Raised flexibility & agility in staffing projects. Marlabs Relationship Overview HSBC
  36. 36. 36 Key Services Development, Maintenance, Testing Services Remote Infrastructure Support & Management Services Data Warehousing and Business Intelligence Services 5 months to ramp up 100+ resources Bangalore, Mysore - Multi location recruitment, training, deployment Multiple Java and .NET projects in development and maintenance modes Skillsets went all the way from app development and testing to very specialized Statistical Computation for which Marlabs ramped up experienced modeling practitioners (Ph. D.) Complex projects like Automatic Teacher Assignment system which creates teacher schedules for hundreds of brick and mortar locations in seconds old system required days to do this Implementation of PCI DSS compliant payment gateways Sample Applications KnowledgeWire, ComplianceWire, Nursing, Step2CS, CMS-G2, ATA, IAP, RevMAn Significant Benefits Increases visibility into trends and performance. Provides insight for setting business direction. Raises level of business agility. Drives revenue and profitability growth. Marlabs Relationship Overview Kaplan
  37. 37. 37 Key Services Medical Document Assembly, Transcription, Record Review by qualified senior Medical Doctors Marlabs helped develop the KPO workflow platform on MS .NET Huge ramp up in 6 months with dedicated recruitment & HR team Ramped up initial team of 20 to 660+ at Bangalore Difficult skillsets to source in volumes at Bangalore and other Tier-3 cities Experienced Medical Doctors (8+ years experience) 25% with Post Graduate certification Specialists in Orthopaedics, Trauma Care, Emergency Room Challenge of moving the Doctors into an alien IT field, lot of handholding and motivation Extensive cultural and technical training and re-evaluation of large groups Services Medical Records Review, Document Management, Transcription, dedicated Training facilities Significant Benefits Outsourcing and developing the process with Marlabs considerably speeded up reviews Accurate medical information, in a summarized format, rapidly available on demand within hours Significantly reduced operational costs, enabled accurate and timely processing of claims. Marlabs Relationship Overview Medical Insurance KPO
  38. 38. 38 Standing apart in the marketplace Value Proposition Delivery Excellence Domain Expertise Flexible, transparent, and mature engagement models Seamless solution integration Certification compliance Robust Governance Strong focus on emerging technologies Centers of Excellence (CoEs) for technology proficiency Best in class technology and security infrastructure Customer Centricity Investment In Talent US based, IP driven organization with a digital technology focus Flexible engagement models with global talent Proven record of successful on-site, off-shore and blended engagements Customized solutions and services High competence levels in all technologies Home grown algorithm for matching resources with customers unique need Global training centers: Continuous quality improvement programs High retention rates Higher Customer Satisfaction Excelling Employees Project Certainty Highest ROI and Value
  39. 39. 39 Contact Us 3 USA New Jersey Marlabs Inc. (Global Headquarters) One Corporate Place South, Floor 3, Piscataway NJ 08854 - 6116 Tel: +1 (732) 694 1000 Fax: +1 (732) 465 0100 Email: [email protected] India Bangalore Marlabs Software (P) Ltd. Bagmane World Technology Center, 14th Floor, Citrine Block - 4, Marathahalli Outer Ring Road, Mahadevapura, Bangalore 560 048 Tel: +91 (80) 67229400/700 Email: [email protected] Canada Marlabs Canada Incorporated 1235, Bay Street, Suite 400 Toronto Ontario M5R 3K4 Tel: +1 (416) 934 5005 Email: [email protected] Mysore Marlabs Software (P) Ltd. # 462, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4000200 Email: [email protected] Marlabs Software (P) Ltd. # 469, A & B Block, Udayaravi Road, Kuvempunagar, Mysore - 570023 Tel: +91 (821) 4191450 Email: [email protected] Mexico Marlabs Technology Services Av. Patriotismo 229 Piso 8 Col. San Pedro de los Pinos Mexico, D. F. C. P. 03800 Tel: +1 (732) 694 1000 ext.6011 Email: [email protected] Kochi Marlabs Software (P) Ltd. "Athulya", 2nd Floor, Infopark Kusumagiri P.O. Kakkanad Kochi - 682 030 Email: [email protected] Marlabs Software (P) Ltd. Trans Asian Corporate Park, XIV/396-C, Seaport Airport Road, Chittethukara,Kakkanad Kochi - 682 037 Ph: +91 (484) 6062885/886 Email: [email protected]
  40. 40. 40 THANK YOU

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