Outsourcing: Strategic staffing solution

Wipro Limited is a globally recognized information technology, consulting, and business process services company. Headquartered in Bengaluru, India, Wipro delivers cutting-edge IT solutions to clients in over 60 countries, with service offerings ranging from cloud computing and cybersecurity to digital engineering and AI-driven automation. To ensure the seamless delivery of its services, Wipro operates multiple Network Operation Centers (NOCs) that monitor and manage infrastructure for clients worldwide.

With increasing client demands and the expansion of IT infrastructure across India, Wipro’s customer faced a growing need for skilled manpower to operate its Network Operation Centers at multiple locations. Managing network uptime, security, and incident response 24/7 required a highly trained, consistent, and scalable workforce — a challenge in a rapidly evolving tech landscape.

Key challenges included:

• Shortage of qualified NOC engineers across Tier 1 and Tier 2 cities

• Inconsistent skill levels affecting service quality and incident resolution times

• Difficulty in coordinating hiring, training, and deployment across geographically dispersed centers

• Need for 24/7 support with rotational staffing and rapid onboarding

To address this need, a strategic staffing solution was deployed, providing Wipro with a dedicated pool of trained NOC professionals across multiple Indian cities. This included a combination of on-site and remote support engineers skilled in network monitoring, incident response, and performance optimization.

Key elements of the solution included:

• End-to-end talent acquisition, training, and certification programs aligned with Wipro’s operational standards

• Deployment of tiered support staff (L1, L2, L3) across major NOC hubs

• Centralized workforce management for tracking schedules, performance, and availability

• Built-in scalability to ramp up or down resources based on business needs

• Ongoing upskilling programs to keep pace with emerging network technologies and security practices

The solution enabled Wipro to significantly enhance the reliability, responsiveness, and scalability of its NOC operations across India. The consistent and skilled staffing model ensured better SLA adherence, reduced incident resolution time, and improved overall network uptime.

Key Outcomes:

• 95% fulfillment rate of staffing requirements across all key NOC locations

• 30% improvement in incident response and resolution times

• Standardized skill sets across sites, ensuring consistent service quality

• Reduced HR and training overhead through centralized workforce onboarding

• Greater operational resilience and flexibility during peak and off-peak periods