IBM shunts NTL tech support jobs to India

Cost-cutting


IBM is shunting more helpdesk work to India as it looks to cut costs. Workers at cableco NTL are now having their IT and PC problems handled by staff at IBM's Integrated Delivery Centre (IDC) in India.

Big Blue began routing calls to India earlier this week and expects to shunt all calls to the Indian IDC by the end of the month. Staff at NTL have been assured they will see no difference in the quality of support on offer since agents at the IDC are "fully trained on NTL's systems and processes".

According to confidential documents seen by The Register, the move "reduces the costs of providing the IT HelpDesk service and also provides more flexibility for delivering the service at a larger consolidated centre".

No NTL jobs will be lost as part of the move since tech support is provided by an outsourcing contract with IBM. It's not known if any IBM jobs will be lost as part of the offshoring.

NTL customers are not affected by the changes with their calls continuing to be handled by the cableco's centre in Swansea. IBM took over the running of the centre - which employs some 500 staff providing broadband support - in September.

A spokesman for IBM UK said: "Swansea continues to be central to NTL's customer service function, providing critical skills and support."

In 2001 NTL named IBM as its preferred supplier of IT services in the UK and Ireland. Under the agreement, IBM will provide IT services for all of NTL's operations in Ireland and the UK until 2008. Some 600 IT staff and contractors were moved across to IBM as part of the deal, which NTL estimated at the time would save it £300m over the lifetime of the contract.

Earlier this week The Register reported that IBM is exporting more UK jobs to India in a "strategic" change to an outsourcing contract with insurer Royal & SunAlliance (RSA).

Helpdesk staff based in Liverpool were told of the move last week. Due to be completed within the next five or six months, the jobs will be taken up by workers in Bangalore, India. ®

Related stories

IBM exports Liverpool jobs to India
Tesco offshores 400 IT jobs to India
NTL outsources broadband tech support to IBM
Offshoring inevitable, so get over it


Other stories you might like

  • A peek into Gigabyte's GPU Arm for AI, HPC shops
    High-performance platform choices are going beyond the ubiquitous x86 standard

    Arm-based servers continue to gain momentum with Gigabyte Technology introducing a system based on Ampere's Altra processors paired with Nvidia A100 GPUs, aimed at demanding workloads such as AI training and high-performance compute (HPC) applications.

    The G492-PD0 runs either an Ampere Altra or Altra Max processor, the latter delivering 128 64-bit cores that are compatible with the Armv8.2 architecture.

    It supports 16 DDR4 DIMM slots, which would be enough space for up to 4TB of memory if all slots were filled with 256GB memory modules. The chassis also has space for no fewer than eight Nvidia A100 GPUs, which would make for a costly but very powerful system for those workloads that benefit from GPU acceleration.

    Continue reading
  • GitLab version 15 goes big on visibility and observability
    GitOps fans can take a spin on the free tier for pull-based deployment

    One-stop DevOps shop GitLab has announced version 15 of its platform, hot on the heels of pull-based GitOps turning up on the platform's free tier.

    Version 15.0 marks the arrival of GitLab's next major iteration and attention this time around has turned to visibility and observability – hardly surprising considering the acquisition of OpsTrace as 2021 drew to a close, as well as workflow automation, security and compliance.

    GitLab puts out monthly releases –  hitting 15.1 on June 22 –  and we spoke to the company's senior director of Product, Kenny Johnston, at the recent Kubecon EU event, about what will be added to version 15 as time goes by. During a chat with the company's senior director of Product, Kenny Johnston, at the recent Kubecon EU event, The Register was told that this was more where dollars were being invested into the product.

    Continue reading
  • To multicloud, or not: Former PayPal head engineer weighs in
    Not everyone needs it, but those who do need to consider 3 things, says Asim Razzaq

    The push is on to get every enterprise thinking they're missing out on the next big thing if they don't adopt a multicloud strategy.

    That shove in the multicloud direction appears to be working. More than 75 percent of businesses are now using multiple cloud providers, according to Gartner. That includes some big companies, like Boeing, which recently chose to spread its bets across AWS, Google Cloud and Azure as it continues to eliminate old legacy systems. 

    There are plenty of reasons to choose to go with multiple cloud providers, but Asim Razzaq, CEO and founder at cloud cost management company Yotascale, told The Register that choosing whether or not to invest in a multicloud architecture all comes down to three things: How many different compute needs a business has, budget, and the need for redundancy. 

    Continue reading

Biting the hand that feeds IT © 1998–2022