Pillar 01
Managed Offshore Operations Centre
Your business's back office run to SLA from India. ZOUMA takes operational ownership of the functions that keep your organisation running day to day - support, IT, security, finance, NOC, SOC, CRM and reporting - delivered through offshore service contracts.
Who it's for
Built around a customer-first approach, this service is for operations leads, COOs and CIOs who want the technology, finance and customer functions of their business run as a managed service, held to measurable outcomes.
How The Model Works
From Handover to Full Operational Ownership
ZOUMA takes the complexity out of moving operational functions offshore. We transition knowledge, people, processes and technology into a managed delivery model - then run the operation against agreed SLAs and measurable outcomes.
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01 Assess
Understand the Operation
We map your existing workflows, systems, teams, volumes, pain points and performance requirements to identify what should move offshore and how. Output: Scope + Operating Model.
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02 Transition
Transfer Knowledge Smoothly & Securely
Our transition team documents processes, captures institutional knowledge and establishes the workflows, access controls and escalation paths required for delivery. Output: Transition Plan + Knowledge Base.
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03 Launch
Go Live With Defined SLAs
Dedicated teams begin delivery with agreed service levels, reporting structures, escalation protocols and governance already in place. Output: Live Operations + SLA Dashboard.
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04 Manage
We Run the Day-to-Day
ZOUMA takes operational ownership across people, processes and performance - managing workloads, escalations, quality, coverage and continuous improvement. Output: Managed Service + Performance Reviews.
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05 Optimise
Improve What We Run
Once the operation is stable, we identify opportunities for automation, AI, process redesign and cost optimisation to continuously improve capacity and performance. Output: Optimisation Roadmap + Savings.
Service Towers
What We Run for You
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IT Infrastructure Support
L1/L2 desktop and server support, Microsoft 365 administration, asset and access management, endpoint and patch management, backup upkeep, and printer/VPN/email support.
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NOC Services
24/7 network and uptime monitoring, alert triage, router/switch/firewall oversight, ISP liaison, incident and problem management, root-cause analysis, and SLA dashboard reporting.
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SOC / Cybersecurity Operations
SIEM oversight, threat monitoring and triage, endpoint and login alert review, phishing investigation, vulnerability management, identity and access administration, and coordinated incident response.
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Service Desk / Helpdesk
L1, L2 and L3 support across email, chat and phone. Ticket triage and routing, SLA-bound resolution, escalation ownership, knowledge base upkeep, password resets, and onboarding/offboarding support in 6 languages.
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Cloud Operations
Monitoring across AWS, Azure and GCP, cloud cost control, VM oversight, backup and recovery checks, access control management, uptime reporting, and environment and release support.
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Application Support
L1/L2 support for business applications, bug detection and documentation, issue prioritisation and resolution, release and CRM/ERP support, and upkeep of WordPress/WooCommerce sites and APIs.
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CRM & Business Process Support
Salesforce administration, workflow reviews, ticket routing, dashboard upkeep, automation monitoring, and end-user support.
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Data & Reporting Operations
Daily MIS reporting and Power BI, data cleansing, automated reporting, KPI monitoring, and operational scorecard upkeep.
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Finance Back Office
Accounts payable/receivable, invoice processing, reconciliations, payroll support, bookkeeping, expense administration, and collections chasing.
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HR & Admin Back Office
Onboarding coordination, document collection, attendance and leave management, recruitment support, HR helpdesk services, and compliance documentation tracking.
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Customer Operations
Inbound queries and outbound follow-ups across phone, email, chat and social. Complaints and escalation handling, refunds, order tracking, returns processing, and customer success administration.
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E-commerce Operations
Order fulfilment, returns and refund processing, product listing and uploads, inventory management, WooCommerce/Shopify support, and payment escalation handling.
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Compliance & Governance Support
ISO documentation management, GDPR/DPDP record preparation, access reviews, audit evidence collection, policy acknowledgment tracking, and alignment with NIST CSF.
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Automation & AI Operations
RPA support, workflow automation, chatbot oversight, AI-driven ticket classification and routing, automation of recurring tasks, and process improvement reporting.
Talk to a Managed Offshore Operations Centre specialist
Book a free 30-minute consultation on scope, SLAs, and transparent operational pricing.
Find Out How Much You Can Save With ZOUMA Offshore
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Let's talk
Start with a 30-minute scoping call
Tell us about your biggest operational bottleneck, and we'll guide you on the appropriate pillar, plan, and team that can make it work economically from India.
Let's Talk