Remote Infrastructure Management

    Application Support

    Dawn’s Application Support teams enable clients to focus on their core tasks by providing remote support for all key applications on a 24/7 basis via its Global Delivery Model. Our teams offer basic Level 1 Support to Level 3 Technical Support and take proactive measures to ensure smooth, error-free functioning of all applications, by addressing the client requirements after a thorough study of their existing processes and systems, minimizing all the risks associated with an ad-hoc solution.

    Dawn’s Application Support services include support for various customized as well as enterprise level applications, reprocessing their log files, handling backups, etc. This includes detailed log reconciliation and parsing to enable simplified monitoring and problem tracking of applications. We also address any OS level problems that might lead to an application malfunction and provide real-time online support to administer such issues. This ensures maximum uptime for mission-critical applications through well defined SLAs.

    Windows/Linux Environment Support

    Dawn is well versed in the remote management of both Windows & Linux (Open Source) based environments and servers. Our highly efficient server support team provides this multi-platform support through

    • Operating System Administration
    • Performance Monitoring of Servers
    • Backup Management
    • Version Management (Upgrade & Patch Management)
    • Client Solution Architectures

    Network and IT Security Operations Support

    Dawn’s Remote Infrastructure Management services also cater to our clients' network administration needs. We remotely operate and manage entire networks, including all devices such as routers, Firewalls, IP Telephony, VLANs, VPNs, etc. Dawn also enables clients to increase the efficiency of their network infrastructure by formulating security policies to reduce network outages, improve throughput and optimize resource investments.

    Service Desk Operations

    Dawn offers a multi-platform based (voice, email, web and chat based) technical support desk to address any issues raised by our clients or by their end customers. By transitioning the helpdesk operations to our offshore center, we help clients realize tremendous cost and 24x7 productivity benefits. Some of the common Service Desk operations performed include monitoring and managing helpdesk tickets, escalations around the clock and giving real-time solutions to the same.

    Release/Change Management

    Our Release/Change Management solutions ensure that all client processes are compliant with ITIL (Information Technology Infrastructure Library) & ITSM (Information Technology Service Management) standards. The Release Management process documents in detail any change initiated to the client's infrastructure, right from the initiation of critical software/hardware rollouts to the completion of any other system related activity. The Release Policy document also contains a Backout/Fallback plan which can be implemented in case of any contingencies.

    Application and Performance Monitoring

    Dawn extends its remote monitoring service to packaged as well as custom-built applications and systems, providing several high-end services with basic Level-1 support that significantly reduce the possibility of any errors or downtime in the client's applications.

    Storage and Backup Support

    Dawn possesses the necessary expertise and experience in data storage and backup solutions that encompass a range of service offerings, including storage and backup monitoring, system integration for enterprise storage area networks, disaster recovery & business continuity planning, and designing and deploying SAN/NAS solution architectures.

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