Cloud managed services providers help enterprises operate, optimize, secure, and govern workloads after they move to the cloud. As environments grow across multiple platforms, the provider’s ability to coordinate operations becomes as important as its ability to monitor infrastructure.
As enterprise cloud estates grow across multiple platforms, traditional monitoring and manual operations can become difficult to sustain.
Multicloud managed services coordinate these responsibilities across the cloud estate. Clear ownership and consistent controls help teams respond to incidents and manage change as the environment expands.
Cloud Operations Beyond Routine Management
Cloud managed services provide ongoing management, monitoring, optimization, security, and operational support for cloud environments.
In a multicloud environment, these responsibilities may span infrastructure and applications, incident response, financial management, and recovery planning.
The ISG Provider Lens® Multi Public Cloud Services 2025 U.S. report, published in December 2025, identifies Hexaware as a Leader in the Managed Services — Midmarket quadrant. Its assessment describes growing use of AI and automation to manage hybrid environments and multiple public clouds.
ISG’s framework covers operational monitoring, cost optimization, security, and governed access to services. It also considers automated deployment and support for workloads such as containers, serverless applications, and systems with industry-specific requirements.
From Manual Work to Automated Operations
ISG’s midmarket observations describe providers putting more operational work into software. Monitoring, deployment, reliability engineering, and financial management increasingly share a common management layer.
The capabilities involved include:
- Observability
- Infrastructure as code (IaC)
- GitOps
- Site reliability engineering (SRE)
- FinOps
- Agentic AI
- Generative AI (GenAI)
- Automated runbooks
- Self-healing
According to ISG, providers are using AI within these management layers to investigate signals and support incident resolution. Reusable procedures and automated actions can reduce repetitive work, allowing engineers to focus on exceptions and persistent causes of failure.
The aim is to detect problems promptly, recover consistently, and reduce the chance that the same incident occurs again.
9 Providers Assessed by ISG
ISG assessed 63 companies across the overall study; 27 qualified for the Managed Services — Midmarket quadrant, and nine were classified as Leaders.
The quadrant evaluates operational capabilities across public clouds, including reliability engineering, financial oversight, security, integration, and relevant partnerships.
This article covers those nine Leaders, listed alphabetically. Their inclusion reflects ISG’s quadrant classifications; the list is not an ordinal ranking. The summaries below draw on the report’s provider observations.
Coforge
ISG highlights Coforge’s use of software to connect service reliability and cloud spending with measurable results. The report also notes its emphasis on demonstrating the returns from automation and expanding its partner network.
Hexaware
ISG identifies Hexaware as a Leader, highlighting recovery processes implemented through code, stronger partnerships, and solutions spanning multiple industries.
Its provider profile describes Tensai® and Amaze® supporting AI-enabled operations, automated recovery, and financial management. These capabilities are explored below.
Hitachi Digital Services
ISG describes Hitachi Digital Services as bringing modernization and ongoing operations closer together through cloud engineering. It is expanding delivery across cloud platforms to support repeatable results and demonstrate returns on investment.
Innova Solutions
ISG describes Innova Solutions as coordinating operations, costs, and changes through a shared delivery approach. It has expanded its engineering capacity and is exploring commercial models based on value delivered.
Microland
ISG notes that Microland has piloted licensing arrangements that connect automation with commercial terms. Its assessment also emphasizes the provider’s efforts to demonstrate governance and the ability to deliver at scale.
Mphasis
ISG highlights Mphasis’s use of platform engineering to coordinate reliability work and cloud financial management. Reusable designs and service controls support this approach while helping address dependence on external tools.
Persistent Systems
ISG notes Persistent Systems’ use of AI-supported operational procedures and preconfigured cloud foundations with stronger controls. The report describes an emphasis on reliable, automated delivery for midmarket clients.
Rackspace Technology
ISG highlights Rackspace Technology’s shared management layer and POD-based delivery model. Its assessment also notes a focus on ongoing modernization, commercial terms tied to results, and stronger commitments to automation.
Unisys
ISG emphasizes Unisys’s governance approach, with automation constrained by policy. The report notes its experience with regulated workloads and efforts to extend multicloud capabilities into environments with greater data and AI demands.
What Enterprises Expect from Managed Cloud Services
ISG’s observations identify three recurring buyer priorities:
Predictable Outcomes
They want reliable cloud operations and consistent service levels.
Financial Governance
They need to understand spending, investigate unexpected changes, plan cloud commitments, and allocate costs to the teams that use resources.
Risk Management
They need recovery processes they can test, controls for where data resides, appropriate access policies, and resilience across cloud environments.
These priorities give enterprises a practical way to define success for a managed services engagement.
Availability, recovery time, spending, security, and compliance should have clear owners and measures.
How AI Changes CloudOps
ISG describes providers using agentic AI and GenAI to shorten incident detection and resolution times and reduce manual ticket handling. These are market directions rather than guarantees for every engagement.
For managed-services teams, this creates an opportunity to shift from reactive operations toward prevention.
A conventional incident workflow may involve an alert, an engineer’s investigation, and a manually applied fix.
Where automation is appropriate, AI can help connect related signals and trigger a predefined response, followed by checks that the action resolved the issue.
Engineers still need to define suitable actions, approve controls, and handle exceptions.
How Hexaware Approaches Cloud Managed Services
1. AI Support for CloudOps
ISG’s Hexaware profile describes Tensai® and Amaze® as bringing monitoring, AI analysis, and automated recovery capabilities together.
The profile highlights:
- Monitoring across the technology stack
- AI support for linking related operational signals
- Automated corrective actions
- More than 750 bots for proactive remediation and knowledge creation
- GenAI support for summarizing tickets and completing closure workflows
The report associates these capabilities with fewer incidents and quicker remediation. Enterprises should assess how the automation applies to their workloads and incident procedures.
2. Resilience Automation
Cloud environments need to remain available even when infrastructure or applications fail.
ISG describes Hexaware automating disaster recovery, failover, and failback. Its U.S. examples include automated data center builds and recovery initiated with a single action, using repeatable delivery processes to meet clients’ recovery objectives.
For buyers, the practical question is whether recovery procedures can be tested, repeated, and adapted to the systems the business depends on.
3. Embedded FinOps
FinOps managed services connect operational decisions with financial accountability. Teams can use spending information to identify anomalies, adjust resources, and review capacity commitments as part of normal operations.
ISG highlights Hexaware’s use of current cost information and AI-based forecasts, supported by tagging and policy controls. Its profile also describes capacity planning, anomaly detection, optimization, and the allocation or reporting of costs to resource users.
This creates a tighter connection between cloud operations and financial governance.
What to Look for in a Cloud Managed Services Provider
ISG’s eligibility criteria provide a starting point for buyer discussions. Ask providers to demonstrate:
- Experience operating across the cloud platforms you use
- Reliability engineering and AI-supported incident management
- Processes for managing spending and allocating cloud costs
- Integration of cloud services with existing applications and infrastructure
- Relevant certifications and cloud provider relationships
- Security controls and governance for data and AI workloads
- Delivery experience in your industry
- Agent orchestration for FinOps and incident response, identified by ISG as a preferred capability
Ask for evidence from comparable environments and agree on the controls, responsibilities, and measures that will apply to your engagement.
Building a Cloud Operating Model with Hexaware
Hexaware’s cloud managed services bring together AI-supported CloudOps, recovery automation, and ongoing financial management. ISG’s assessment highlights Tensai® and Amaze® as part of this approach.
To explore an engagement with Hexaware, start with the systems you need to support, the service levels your business requires, and the operational or financial problems you want to solve.
Those priorities can guide a discussion about the right mix of engineering, automation, governance, and support for your cloud estate.
