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Knowledge Transfer and Support of Pharma IT Infrastructure

How ELEKS enabled seamless knowledge transfer and L2/L3 support of Acino’s digital ecosystem
About the client

Acino is a Swiss pharmaceutical company that develops, manufactures and internationally markets well-proven and innovative pharmaceuticals in novel drug delivery forms. Headquartered in Zurich, Switzerland, it currently has more than 2000 employees and €300+ million revenue.

Industry: Pharmaceuticals
Location: Europe
Client since: 2019
Providing support for 30+ software solutions and 300+ servers
2 months time constraint for knowledge transfer
The Situation
Acino needed a technology partner providing IT operations and development services

To achieve a better alignment of business and IT and in order to be closer to their production site in the Ukraine, Acino wanted to move its existing internal IT delivery Center of Excellence to Kyiv. For this, it needed an experienced external vendor with hands-on knowledge of the Pharma sector to take over operational knowledge, followed by the support and maintenance of its infrastructure and portfolio of applications. What’s more, that needed to be done within two months.

Acino began the search for a technology partner that could provide industry-leading IT operations and development services — liaising with local support teams over multiple continents — to guarantee business continuity.

ELEKS’ team of architects, business analysts and support specialists brought with them substantial software engineering and solution administration expertise, with multi-platform and multi-stack experience. Furthermore, they possessed an in-depth understanding of behind the scenes business logic for software applications. Acino chose ELEKS to become an integral part of its IT delivery, helping to ensure its continued performance without any knock-on disruption to operations.

The solution
Support scope encompassed 33 business-critical applications, vital infrastructure and BI services
It took a leap of faith on both sides to engage in this contract. And it took a lot of work and commitment on your side to make it work remarkably smoothly. We could not have achieved such a smooth transition without you and your teams. I call it a success and it has been, in large part, thanks to ELEKS.
Fulcran Perier
Fulcran Perier
Acting CIO during transformation

Acino built a completely new IT team in the Ukraine with the help of an ELEKS operated support team which ensured that during this transition Acino’s business would continue without disruption. ELEKS staffed a team of 10+ support experts who would be responsible for the ongoing delivery of the Acino’s maintenance and support functions.

Most of the apps were under GAMP standards and nine of them were involved in medicine production. They covered manufacturing and business process and IT infrastructure applications.

Acino's two-month timeframe presented the biggest challenge. The two-month transition was broken down into bite-sized phases. Each phase had its own goals and deliverables which were used as inputs in subsequent phases.

The day after hand over — September 2019 — Acino’s new IT delivery team started its operation while the ELEKS team became fully responsible for all support services.

Project Scope and Technology Stack
Business applications
  • Manufacturing operations - MES, Warehouse automation, SAP
    Among others: Pas-X
  • Company operations - Collaboration, communication, identity management and others
    Among others: SharePoint online & O365
  • Reporting - Data collection, transformation and presentation
    Among others: QlikView
  • Quality control - QMS, LAB, DMS
    Among others: LIMS

Distributed over three continents and 80+ countries, utilising 300+ servers in 8 data centers serving 2000+ users.

  • Network (Cisco)
  • Server (HP), VM (VMWare)
  • DB (MS SQL, Oracle)
  • Cloud Infrastructure (Azure)
  • User Management (Active Directory)
  • App Delivery (Citrix, SCCM)
The Results
Seamless and fast IT Operations function transfer with no major disruption to the client’s business
  • Streamlined communication established with key stakeholders and technical teams.
  • 250+ business application tickets, 520+ infrastructure tickets and 190+ SharePoint tickets resolved within four months.
  • All-encompassing support covering 33 business-critical applications, 30+ offices and 300+ servers.
  • Acino’s infrastructure optimised for greater performance and cost-efficiency.
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The breadth of knowledge and understanding that ELEKS has within its walls allows us to leverage that expertise to make superior deliverables for our customers. When you work with ELEKS, you are working with the top 1% of the aptitude and engineering excellence of the whole country.

sam fleming
Sam Fleming
President, Fleming-AOD

Right from the start, we really liked ELEKS’ commitment and engagement. They came to us with their best people to try to understand our context, our business idea, and developed the first prototype with us. They were very professional and very customer oriented. I think, without ELEKS it probably would not have been possible to have such a successful product in such a short period of time.

Caroline Aumeran
Caroline Aumeran
Head of Product Development, appygas

ELEKS has been involved in the development of a number of our consumer-facing websites and mobile applications that allow our customers to easily track their shipments, get the information they need as well as stay in touch with us. We’ve appreciated the level of ELEKS’ expertise, responsiveness and attention to details.

Samer Awajan
Samer Awajan
CTO, Aramex