Sudhakar Gnanasabai recently joined PhoenixDX as Managed Services Lead. We spoke with him about his background, the critical work of the division, the unique value-add we provide to our customers, and the expansion of our services.
Q. You joined PhoenixDX in August as Managed Services Lead. Tell us about the experience you bring to the role.
A. Over the past 17 years, I have gained extensive experience working predominantly in managed services for applications and infrastructure. I have a proven track record setting up 24/7 incident management systems and managing global support teams for customers, including Macquarie Group Limited, ANZ Bank and US and European Dell Customers.
Q. What is the scope of the Managed Services provided by PhoenixDX?
A. We primarily focus on servicing applications created using the OutSystems platform, a market-leader in low-code, scalable architecture. We provide in-depth functional and product competencies across day-to-day support, continuous optimisation and high service availability for strategic business outcomes. This is achieved through proactive monitoring and remediation, ongoing performance optimisation and meticulously orchestrated application maintenance through upgrades and minor uplifts that enhance business rules and user experience. In a significant milestone, we recently introduced a 24/7 security cleared support capability, which we currently offer for Victorian Government.
Q. Why do IT Leaders need Managed Services?
A. The beauty of Managed Services is that it takes the burden of ensuring service availability and solution optimisation off the shoulders of IT Leaders who are typically overloaded with tasks. They no longer have to worry about finding and managing the talent or capacity to perform this oversight. They can transfer responsibility to the provider, freeing them to focus on other matters. Managed Services as a function is also deeply invested in the high availability of business outcomes and can add immense partnership value in their digital journey.
Q. Why should customers use PhoenixDX’s Managed Services?
A. The critical point of differentiation PhoenixDX offers is that we are strong in our competency with OutSystems, fast track process with the Platform support and – in some instances – our company has built the solution needing managed services, so our developers know every aspect of the application intimately. We also have industry leading transition to support frameworks that allow customers to effectively transition from build to run. This is where we excel. We assume total responsibility and ownership for making sure the application and its infrastructure function precisely as the business wants them to function. If the company brings in an outside developer unfamiliar with the custom software application, it will take longer and cost more for them to deliver the same services we can provide. Finally, as we are deeply coupled with OutSystems as one of their top MVP partners in the world, we have a deep investment in harnessing and accentuating this ecosystem’s dynamic intellectual and technical capabilities, which is of immense value and assurance to our customers.
Q. What does the future hold for PhoenixDX Managed Services?
A. We aim to become the ANZ leader in delivering application managed services to organisations using OutSystems AI-assisted low-code application development platform. Our expanding capabilities – including ITIL based 24/7 support including up to level 4 – will enable us to guide PhoenixDX customers on their journey from their original vision to achieving tangible business value. Our continued emphasis on capturing customer feedback will underpin these efforts, which is critical in ensuring maximum value is available as a part of the customer’s digital journey.