Telecoms giant reduces average time to recovery by 93% with improved SRE practices and observability
Accelerate framework delivers zero downtime product launch and transforms reactive team to proactive operations
Nearform partnered with a global multimedia entity powering over 40 million connections across broadband, mobile, TV and home phones to address critical service downtime issues.
Major outages to sales and service channels were too frequent, meaning customers couldn't pay bills or make changes to their accounts, often at key transaction times. These outages were not only frustrating because the client was unable to identify the cause of problems quickly, but some were very public and damaging to the brand itself. With such huge volume of coverage, it's business critical that disruptions are managed quickly and effectively.
Working with Nearform, the telecoms giant implemented improved Site Reliability Engineering (SRE) practices, automated monitoring and custom dashboards that delivered zero downtime during their first post-engagement product launch and reduced average time to recovery by 93%.
Addressing frequent outages and reactive operations
The client needed an experienced partner with enterprise software expertise to review how they monitor, respond to and prevent major incidents with their core online channels.
The platform needed to address several critical requirements:
- Reduced frequency and impact of service outages
- Faster identification of problem causes during incidents
- Improved monitoring and alerting capabilities
- Enhanced incident management processes
- Greater observability across systems
- Shift from reactive to proactive operations
The client engaged Nearform to review their Site Reliability Engineering (SRE) practices, provide clear visibility into system health and establish a path to action.
Comprehensive diagnostic using Accelerate framework
First, Nearform needed an overview of the business structure and operations. An initial diagnostic phase provided a holistic understanding of the system issues and where the problems lay, enabling objective assessment of not just the technology, but the resources and processes in place to tackle service downtime.
Using Nearform's proprietary Accelerate framework, the team identified core issues with monitoring and alerting, incident management and observability. The collaborative process surfaced the following priorities for the platform:
- Automated monitoring and alerting: Streamlining incident detection and reporting
- Standardized onboarding: Simplified processes for digital services
- Custom dashboards: Metrics and data visualization for enhanced observability
- Proactive operations: Tools and processes enabling team to respond rather than react
- Scalable roadmap: Aligning processes with technical interventions for long-term resilience
Implementing scalable solutions for operational resilience
The collaboration created transformative improvements in operational resilience and system observability. By working closely with the client throughout the engagement, the project incorporated technical requirements, operational constraints and business objectives into every decision. The result is a platform that's resilient, observable and built for proactive operations. These are the highlights of the transformation:
Automated alerts streamline incident detection
Alerts were automated, streamlining monitoring and incident reporting. This eliminated manual monitoring overhead and enabled faster response to issues.
Standardized onboarding simplifies digital services
Onboarding for digital services was standardized and simplified, reducing complexity and improving consistency across the platform.
Custom dashboards deliver critical observability
Custom-built dashboards captured metrics and data, giving the client the observability they needed. This unlocked the team's capacity to respond instead of react.
Accelerate framework guides strategic improvements
Nearform's proprietary Accelerate framework provided structured approach to identifying issues and implementing solutions across technology, processes and resources.
Delivering zero downtime and 93% faster recovery
The true test of Nearform's collaboration came during the first product launch post-engagement. The business suffered zero downtime and the average time to recovery was reduced by 93%. With new tools and processes in place, the client's capabilities expanded and their SRE practices improved. The client now has the resilience needed to protect against revenue loss from major outages, leveraging technology in service of business continuity. The team gained confidence in deploying specific technical interventions to various services when and where needed.
Our impact
93% reduction in average time to recovery
Zero downtime during first post-engagement product launch
Automated monitoring and alerting eliminating manual operations
Enhanced observability through custom-built dashboards
93%
reduction in average time to recovery
40+ million
connections served
6 weeks
from concept to dashboard implementation
Our capabilities
STRATEGY
Nearform's Accelerate framework SRE practice assessment and improvement Operational process optimizationENGINEERING
Site Reliability Engineering Automated monitoring and alerting Custom dashboard development Digital resilience implementation Developer experience enhancementYou may also like
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