HCS has invested €1.45 million to launch a 24/7 managed services offering for customers in Ireland and overseas, delivered by teams in Ireland and New Zealand. The new support model marks the next stage of HCS's managed services strategy, shifting from standard support arrangements to round-the-clock coverage for mid-market and larger customers.

Detailed in the announcement, HCS is delivering the service through a follow-the-sun model, with staff in Ireland and New Zealand handing over work across time zones to maintain continuity without relying on overnight coverage from a single location. New Zealand was chosen for its time zone fit with Ireland, its technology talent pool and cultural alignment.

The structural driver behind the investment is growing demand for always-on IT support among organisations that depend on digital systems for daily operations, as businesses come under increasing pressure to keep services available while responding quickly to cyber threats and outages.

The operation will provide round-the-clock monitoring, triage and escalation, alongside data protection and cyber resilience services designed to help customers detect issues earlier. HCS said the launch is the first phase of a broader plan to strengthen customer support and service delivery.

"The launch of HCS's new follow-the-sun service is a fundamental shift in how we support our customers," said Finn Grant, Head of Service Delivery at HCS. "Through our integrated support teams in Ireland and New Zealand, we provide 24/7 coverage to enable earlier intervention, clearer escalation and a stronger response capability for customers."

"When technology disruption occurs, the impact can be financial, operational and reputational," said Pamela Farrell, Chief Executive Officer of HCS. "This is central to our customer experience model, ensuring that customers are confident their IT environment remains continuously protected and operationally resilient."

HCS is an Irish managed services and digital transformation provider headquartered in Waterford, with bases in Dublin and Cork, and more than three decades of experience supporting Irish organisations. The company was acquired in late 2024 by Centric360, an investment vehicle jointly owned by Farrell and Brian Larkin, with turnover projected to reach €8 million in its most recent financial year.

For the sector, the investment reflects a wider trend among Irish technology service providers to expand support coverage beyond traditional office hours, as customer-facing and internal systems increasingly demand continuous protection against outages and cyber threats.

Source: Irish Tech News / The Irish Times / Channel Life