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SUCCESS STORY
A global leader in biopharmaceuticals was struggling with inefficiencies in its IT operations due to manual monitoring processes, inconsistent change management, and limited in-house technical expertise. Managing a complex ecosystem that spanning AWS cloud services and modern data platforms, such as Snowflake and Power BI, was becoming increasingly challenging. It was impacting service reliability and operational efficiency.
To overcome these challenges, the company partnered with Virtusa to design and implement a data-driven, cloud-native support model, powered by automation and Information Technology Infrastructure Library (ITIL) best practices. The transformation improved monitoring accuracy, enhanced system stability, and significantly reduced manual effort—enabling the pharma leader’s teams to focus on innovation and business growth.
The pharma firm’s IT environment had evolved rapidly, encompassing a diverse range of AWS cloud and data technologies. However, the lack of a structured ITIL framework and reliance on manual alert monitoring led to frequent operational inefficiencies, human error, and an extended mean time to resolution (MTTR).
Without a standardized change management process, even minor system updates carried operational risk. Moreover, the absence of internal expertise across AWS and data platforms—including EC2, Lambda, ECS, EKS, and DynamoDB—made it difficult to maintain consistent quality and compliance in IT operations.
The result: growing operational complexity, reduced agility, and increased costs in managing critical systems that supported pharmaceutical innovation worldwide.
Within months, the company’s operations became more stable, efficient, and auditable, freeing internal teams to focus on strategic initiatives and long-term capability building
To address operational inefficiencies and rising complexity across AWS and data platforms, the global biopharma organization partnered with Virtusa to implement a holistic IT support model grounded in automation, governance, and data-driven decision-making — leveraging Virtusa’s AWS CloudOps Managed Services offering.
The transformation introduced structure, transparency, and measurable improvement across IT operations. Virtusa implemented a structured ITIL-based framework for incident, problem, and change management, reducing mean time to resolution (MTTR) and improving consistency. L1–L3 support was delivered across AWS and data platforms, supported by SOPs and runbooks to streamline multi-technology troubleshooting. AWS-native monitoring tools such as CloudWatch and CloudTrail were deployed to eliminate manual oversight and minimize human error, while change management processes were strengthened to ensure compliance and reduce risk.
A robust governance framework was established, which included:
Within months, the company’s operations became more stable, efficient, and auditable, freeing internal teams to focus on strategic initiatives and long-term capability building.
The new IT operations model delivered significant improvements in efficiency, reliability, and service quality:
By partnering with Virtusa, the biopharmaceutical major established a future-ready foundation for its IT operations, one that is scalable, automated, and driven by data.
The global leader selected Virtusa for its deep expertise in AWS CloudOps, data engineering, and ITIL-based managed services. Virtusa’s proven ability to integrate automation, process governance, and technical excellence helped the client modernize its IT operations while ensuring compliance with the rigorous standards of the pharmaceutical industry. This success story highlights how life sciences organizations can boost efficiency, reduce operational risk, and accelerate innovation through Virtusa’s data-driven IT transformation.
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