NOC Growth and Partner Success Plans for 2017

Posted April 12, 2017by Ben Barker

 

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Since Jitendra Pathak joined Continuum as Senior Vice President of NOC Services in November 2016, he has enacted several programs focused on growth, service delivery and partner success in 2017 and into the future. Jitendra brings over 20 years of experience in IT and infrastructure management to Continuum, with experience most recently at Vodafone, a $40.9B multinational telecommunications company. There, he led IT infrastructure management, global service desk and security operations and supervised over 1,000 people.

Hear from Jitendra about his plans to enhance and scale the Continuum NOC in 2017 and beyond in the video above. 

Jitendra, and Continuum as a whole, will focus on four key areas of NOC investment:

Enhancing and Strengthening Partner Satisfaction

Jitendra brings a keen focus on partner success to the Continuum NOC and will ensure all teams are aligned and optimized to drive that success forward to better serve partners. He plans to build a team that’s focused purely on consolidating partner feedback and communicating it back to the appropriate teams. In addition, he has already met with many partners to understand how they interact with the NOC and how we can improve our processes to better serve their needs.

Scaling Operations to Meet Continued Growth

As our partners’ businesses grow, the Continuum NOC organization must grow as well to support current endpoints and to continue to raise the bar on the level of support we provide. Jitendra has helped successfully scale service delivery organizations from 50 to 1000 employees and will lead new efforts to standardize processes to continue to scale the NOC team and build our Security Operations Center (SOC) from the ground up.

Develop Capabilities Beyond Existing Services

As Continuum adds new service offerings such as network management and security, the NOC will add new teams with different skills and expertise to support those partners. Jitendra brings experience in building teams from the ground up, knowing where to start and what to focus on in each step of the process to build a successful organization.

Continue to Hire and Develop World-Class Talent

Our NOC, and thus our partners, are not successful without access to world-class talent and various areas of expertise. As the NOC continues to grow and expand into new territories and services, it’s critical that we maintain world-class talent and technical expertise to help support the various needs of our partners.

Under Jitendra’s leadership, we are confident that these service enhancements to our NOC organization will continue to strengthen Continuum’s unwavering focus on our partners and our commitment to your success.

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About Continuum Managed IT Services

Continuum empowers managed IT service providers, giving them the technology platform, services, and processes they need to simplify IT management and deliver exceptional service to their small and medium-sized clients. Continuum’s vertically integrated IT service delivery model combines an unmatched SaaS-based technology suite with a world-class NOC and Help Desk, allowing them to not only remotely monitor, manage, backup and secure their clients' IT environments from a single pane of glass, but scale rapidly and profitably. Continuum employs more than 1,400 professionals worldwide and monitors more than 1 million endpoints for its 5,800 partners, including MSPs servicing more than 60,000 SMB customers and web hosting providers protecting more than 250,000 servers with Continuum’s R1Soft product line. The company established the Continuum Veterans Foundation, a nonprofit organization providing financial support to charities focused on helping veterans find jobs in IT. For more information, visit https://www.continuum.net/ or https://www.r1soft.com/ and follow on LinkedIn and Twitter @FollowContinuum.

Ben is a member of Continuum's marketing team. He specializes in blog content as well as video production. Ben is a graduate of Emerson College and a huge Boston sports fan.

Topics: NOC


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