Prisma Access Managed Services for a Global Pharmaceutical Organization

Location
Mumbai

Domain

Pharmaceuticals

Solutions Offered

Palo Alto Networks- Prisma Access SASE

Overview

The client is a global pharmaceutical organization with a distributed workforce, multiple branch locations and a growing footprint of cloud and data centre applications. To secure remote access and enforce consistent policy across that environment, the organization had already deployed Palo Alto Networks Prisma Access as its SASE platform, with GlobalProtect handling remote user connectivity.

The platform was sound. Running it day to day was the problem.

As the environment scaled, the internal IT and security teams found it increasingly difficult to manage routine operations, monitor service health proactively and close incidents within acceptable timeframes. The organization engaged Network Techlab to take ownership of reactive support, proactive monitoring and ongoing optimization across user connectivity, authentication, security policy, routing and application access.

The Challenges

Security gaps. Users working remotely (Consultant, distributors, partners, etc) from branches, or on unmanaged networks may not receive the same level of security as users inside the corporate network.
Limited visibility. No unified view of user activity, application and SaaS usage, web traffic or security events across users and locations.
Remote-user security. Traditional VPN-style architectures granted network access but lacked granular, application-level controls.
User experience. Latency, GlobalProtect connectivity issues and dependence on corporate gateways were affecting access to cloud applications such as Microsoft 365, Salesforce, AWS and Azure.
High operational effort. Multiple security products meant separate consoles, policy sets, upgrade cycles, troubleshooting processes and OEM support contracts.
Inconsistent policy. Security policies varied between offices, remote users, cloud environments and data centres.

Our Solution

Network Techlab proposed and deployed Prisma Access alongside a structured Managed Services operating model covering reactive support, proactive operations, and a daily operational discipline, delivered by a dedicated managed services team with defined escalation paths into Palo Alto Networks TAC.

1. Reactive Support — Incident & Request Management

Dedicated troubleshooting workflow for user connectivity, GlobalProtect portal and gateway issues, and tunnel establishment failures
Structured triage and resolution for authentication issues, including SAML, MFA and authorization failures
Investigation and resolution of security policy, URL filtering, threat and DNS-related blocks affecting users and applications
Management of application access issues across on-premises, data centre and cloud environments routed through Prisma Access
Implementation of approved policy, routing and access changes, plus ownership of Palo Alto TAC cases for product-level issues
Root cause analysis for incidents, with escalation to L3, OEM or infrastructure teams where required

2. Proactive Operations — Prevention & Optimization

Continuous health monitoring across Prisma Access tenants, locations, gateways, IPSec tunnels and services, with early detection of tunnel flapping, packet loss and connectivity degradation
Ongoing review of Palo Alto releases and advisories, with upgrade suitability assessments and recommendations to maintain security, stability and performance
Periodic reviews of security, URL, NAT and authentication policies — identifying and remediating unused, duplicate and overly permissive rules
Certificate and license monitoring to flag upcoming expirations and trigger renewals ahead of impact
Formal change management with rollback procedures, plus problem management discipline to track recurring incidents
Trend analysis and daily, weekly and monthly health and operational reporting to stakeholders
Current network diagrams, SOPs, escalation matrix and configuration documentation, with periodic compliance checks against configuration and security baselines

3. Daily Operational Discipline

A daily checklist covering service health, GlobalProtect status, critical incidents, tunnel and ZTNA connector status, authentication failures and major security events
Daily tracking of abnormal traffic drops, application connectivity complaints, capacity trends, pending changes and open TAC cases
Daily review of recurring incidents and problem records, with consistent ticket updates and SLA validation before escalating unresolved critical issues
Monthly onsite service reviews covering incidents, service requests, recommendations, upgrade plans, service performance and customer feedback

Business Outcomes

Outcome Area	Impact Delivered
Service Reliability	Near real-time monitoring of tenants, gateways and tunnels significantly reduced unplanned downtime and improved GlobalProtect connectivity for remote users.
Faster Incident Resolution	A dedicated triage and RCA process, with timely escalation to senior technical teams and Palo Alto TAC where required, cut resolution time on connectivity, authentication and policy incidents by 40%.
Stronger Security Posture	Periodic policy reviews and rule optimization removed unused, duplicate and overly permissive rules, lowering overall risk exposure.
Reduced Outage Risk	Certificate and license monitoring prevented authentication and service disruptions caused by unnoticed expirations.
Operational Maturity	Formal change management with rollback procedures, combined with structured problem management, reduced repeat incidents and improved change success rates.
Improved Visibility	Daily, weekly and monthly reporting gave IT and security leadership consistent, data-driven insight into service health, capacity and trends.
Audit & Compliance Readiness	Up-to-date network diagrams, SOPs and escalation matrix, together with periodic compliance checks, strengthened audit readiness.

By moving from a reactive, ticket-driven support model to a proactive, well-governed managed service, the client freed its internal IT team to focus on strategic initiatives, confident that its Prisma Access environment is continuously monitored, optimized, and secured.

Running Prisma Access, or planning a SASE rollout? Network Techlab India Ltd. delivers Palo Alto Networks managed services, 24×7 monitoring and security operations support across India.

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