Situation

A major systems integrator managing network infrastructure across several Singapore government agencies required a trusted delivery partner to handle network operations and support. The partner needed white-label NOC coverage that could scale across concurrent projects without disrupting existing client relationships or SLA commitments.

Challenge

Coordinating network operations across distributed agency sites — each with distinct compliance requirements and change management protocols — placed significant pressure on the integrator's internal teams. They needed a partner with deep technical expertise who could operate as an extension of their own workforce, aligned to their ticketing, escalation, and reporting workflows.

What We Did

Techdirect embedded a dedicated NOC team operating under the integrator's brand and processes. Our engineers managed network monitoring, incident response, and routine maintenance across multiple government installation sites. We aligned fully to the integrator's ITSM platform and escalation procedures, providing 24×7 operational coverage on a white-label basis.

Outcomes

• Consistent service delivery across all project sites with no SLA breaches throughout the engagement

• Integrator's senior engineers freed to focus on project delivery and client engagement

• Seamless white-label experience maintained — end clients experienced full continuity of service

• Delivery model extended to additional government agency accounts as the partnership grew