Many companies in the tech world have teams in India, and it’s common for people in America to assume that the India part of the operation is little more than a low-cost call center.

That is not the case with UBX Cloud, whose India team is an experienced, fully credentialed group of professionals ensuring that clients have 24-hour access to the highest level of service.

This all started with one India-based contractor-turned-employee – Mohamed Ali – whose knowledge of cloud services proved exceptional.

Based in Coimbatore, Tamil Nadu, Mohamed had already built a global career as an infrastructure engineer for India’s Ministry of Petroleum and Natural Gas, along with additional experience as a support engineer for a managed service provider in Canada, and as a system engineer for a company based in Chennai.

“He was so much in alignment with me in wanting to productize our cloud services and deliver them in that market,” said UBX Cloud CEO Steven Panovski. “We realized we had a unique opportunity in setting up business operations in India that would mirror the U.S. operations.”

Steven was intrigued enough to visit India personally, and he was fascinated by the Indian equivalent of a technology campus – where employees of a wide variety of companies would work under the same roof.

“I was just amazed by how easy it was to not only get information about what people were doing there, but to get anywhere you wanted once you were on campus,” Steven said. “They have security, but you just have to have a job there and you pretty much have access to everything.”

One of the things Steven learned was that the talent to staff a high-caliber cloud services operation was present in India, although those who were hired would still require training and a background check.

The background checks proved challenging, because neither the processes nor the availability of information were the equivalent of what U.S. businesses are used to.

“We had a lot to learn, but we’re doing it much better now,” Steven said. “Training was important. We emphasized early on that the kind of thing we do is different from a lot of other companies. We are entrusted with the keys to the kingdom, so to speak. So we have to make sure we’re responsible with that.”

Over time, Steven and Mohamed worked together to build a robust and capable team that consists today of 21 full-time IT professionals – all of whom share the same capabilities as those on the U.S.-based team.

There are several direct benefits for UBX Cloud clients because of this team. For one thing, the time-zone difference means there is always a team at the ready, day or night, to handle client problems should one arise.

The diverse perspectives of the U.S.- and India-based teams also help produce the best understanding of client needs and issues.

“Having a different viewpoint from a client perspective has been helpful, not just from a security perspective but from a process and procedural perspective,” Steven said. “You’ve got the gringo cowboys like myself, who jump all the way to Level 10, while some of the Indians are more methodical, and bring us back to earth to make sure Levels 1 through 9 are taken care of. I get the brakes pumped when I’m having conversations with them.”

The India-based professionals also have distinct experiences, including the fact that most of them grew up with fiber-optic Internet and know it like the backs of their hands. They also had computer training as far back as K-12.

“I was very impressed by how thorough they are about everything, and how hands-on they are,” Steven said. “They learn hardware, and there’s another class entirely for software and for programming. The experts teaching their classes make them do hands-on work.”

Mohamed makes sure his India-based team applies all that knowledge to the aggressive pursuit of problem-solving. In fact, that approach has earned him an eyebrow-raising nickname.

“I love problems, which is to say I love to solve problems,” Mohamed explains. “So anything that challenges me, I want to spend my time figuring out and understanding what is happening. Fixing the problem makes me happy. They usually call me the butcher, which comes from fixing impossible things.”

With a deep passion for troubleshooting and a drive to “fix the impossible,” Mohamed thrives on challenges that push him to understand and solve even the most technical issues. His work ensures UBX Cloud clients stay operational, online, and protected from costly downtime.

The India team is always ready to step in, and UBX Cloud clients have discovered consistently that they always bring their best to every challenge.

“Their work ethic is excellent, and they really have the mentality that they won’t finish unless the job is done,” Steven said. “The work doesn’t stop at 5, and they understand that. They want to make sure everything is done correctly. That is an idea that’s lost in some cultures, but not here.”