Observability Improvement

Problem

Support specialists working across four global regions (USA, Japan, Europe, and India) were overwhelmed by incident, bug, and support tickets, with little visibility into 30+ live systems. Alerts were triggering over 1500 times per day across various severity levels, creating noise and masking real issues. Critical incidents often went unresolved, leading to business disruptions that could have been avoided with better monitoring and focus.

Solution

Establish a dedicated Site Reliability Engineering (SRE) team under strong leadership to rebuild the observability and alerting ecosystem. Map application dependencies and business-critical flows, prioritize alerts based on impact, and redefine thresholds to eliminate noise. Place emphasis on sustainable fixes with business value — no shortcuts or temporary patches.

Outcomes

• Alert volume reduced by over 80%, enabling focus on true critical issues
• False positives eliminated; each alert now triggers a proper response
• Unified observability dashboards introduced for preventive maintenance
• SLAs and system responsibilities clearly defined across teams
• Root Cause Analysis and proper Root Cause fixes made
• Incident response times improved 4 times
• Number of incidents decreased by 40%
• Business regained trust in IT through proactive issue resolution
• Support and development teams freed to focus on strategic improvements