MOTIVIT FOR IT SOURCING
Case Study: Verifone
Verifone is a global leader in electronic payment solutions, providing secure and reliable point-of-sale (POS) systems and payment services to businesses worldwide. With operations in over 45 countries and a large, distributed workforce, Verifone supports a wide range of industries including retail, hospitality, healthcare, and petroleum. As their operations scaled globally, so did the complexity of managing IT support across multiple locations.
Verifone faced several key challenges as their business operations expanded:
Maintaining consistent IT support across multiple regions became increasingly complex, placing significant strain on their internal resources.
Legacy systems lacked centralized oversight, making it harder to meet compliance and security standards.
Verifone needed a scalable IT partner to streamline operations, secure endpoints, and speed up internal issue resolution.
MotivIT’s structured approach and commitment to Verifone’s success enabled ongoing operational improvements and increased system reliability. Critical solutions included:
Deployed a centralized 24×7 remote IT support model to ensure consistent coverage and rapid response to issues, regardless of time zone or region.
Resolved critical server vulnerabilities by aligning patching processes with Verifone’s strict cybersecurity standards (SOC 2 Type II).
Coordinated onboarding and IT support across multiple global locations through our Global Service Desk, streamlining communication and issue tracking.
Provided proactive monitoring assistance, including regular system health checks and support for patching and updates.
Assisted in coordinating third-party vendors to expedite hardware replacements and improve overall operational efficiency.
FEATURED INCIDENT
SecureDrop SFTP Downtime—Rapid
Diagnosis and Resolution
One of the most critical challenges encountered was frequent downtime on Verifone’s SecureDrop site, their primary SFTP tool for essential transactions such as invoice processing. Downtime affected both Verifone employees and external customers—particularly those using automated scripts for file transfers.
MotivIT responded by launching a 24/7 investigation in partnership with vendor support. Our team identified that idle user sessions were accumulating and not being terminated, exhausting all available ports and bringing the SFTP service down. We implemented a targeted fix to automatically close idle sessions, then closely monitored the system for three months to ensure stability. The issue was fully resolved, restoring reliability to a business-critical process and preventing costly disruptions for both Verifone and its customers.
across all sites
since engagement
Full 24/7/365 coverage with outstanding response times and on-time ticket closures.
Reduced incident queues through proactive dashboarding, reporting, and case reviews.
Improved system stability by maintaining regular patching of Windows applications, updates, and security.
Enabled unified IT management across multiple global locations with seamless onboarding and centralized oversight.
Through this partnership, Verifone successfully strengthened their global IT support operations—achieving greater efficiency, faster response times, and a more proactive approach to system management.
“As part of our IT support improvement initiatives, we onboarded the MotivIT team to manage all Tier 1 and Tier 2 support, along with various remote operations such as systems health monitoring, alerts, escalations, regular patching of systems, backup and restore services. They were tasked with providing 24x7x365 coverage and the team did an outstanding job responding to requests and closing them on time. Additionally, they initiated many proactive actions including various dashboards, reports, and case reviews, which significantly helped in reducing our queue. I am particularly impressed with the team’s attitude and dedication for the success of our projects. It has been a great journey with MotivIT, and we are planning to expand their services into other areas. I would highly recommend them for any managed service opportunities.”
Biju Kannadathil
Director, IT Infrastructure & Operations
Verifone
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