Client work

Observability improvement

80% fewer alerts. 4× faster response.

Built an SRE function, mapped critical systems and redesigned monitoring around business impact.

-80%+

alert volume

Thresholds were redefined and noise removed, leaving only alerts tied to business impact.

4×

faster incident response

Unified dashboards and clear ownership shortened the time from alert to resolution.

-40%

fewer incidents

Root-cause fixes replaced temporary patches across the mapped critical systems.

The challenge

Support specialists 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 fired more than 200 times a day across all severity levels, creating noise and masking real issues. Critical incidents sometimes went unresolved, causing business disruptions that better monitoring and focus could have avoided.

What we delivered

A dedicated Site Reliability Engineering team under strong leadership

Mapping of application dependencies and business-critical flows

Alerts prioritised by business impact, thresholds redefined and noise removed

Unified observability dashboards for preventive maintenance

SLAs and system responsibilities defined across teams

Root-cause analysis and sustainable fixes instead of shortcuts or temporary patches

What changed operationally

Alert volume reduced by over 80%, enabling focus on truly critical issues
False positives eliminated; each alert now triggers a proper response
Incident response times improved 4 times
Number of incidents decreased by 40%
The business regained trust in IT through proactive issue resolution
Support and development teams freed up to focus on strategic improvements

At a glance

Client

Not disclosed

Sector

Global support operations / SRE

Primary users

Support specialists, SRE team, Development teams

Engagement

Team

Dedicated SRE team established

Scope

30+ live systems across four regions (USA, Japan, Europe, India)

Core focus

Observability & SRE, Alert tuning, SLA definition, Unified dashboards, Business-impact prioritisation