Category: Support Engineering

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Support Engineering: 24/7 Support

Posted on | by Ajitha Gunasekaran | Leave a Comment on Support Engineering: 24/7 Support

Support Engineering: 24/7 Support

A 24/7 support engineering framework built for a fast-scaling customer data platform serving global enterprises. The team managed L1 operations, ensuring uninterrupted system uptime and rapid incident triage. This proactive support model reduced engineering overhead while maintaining platform stability and customer trust.

Platform Developed

Overview

Provided dedicated 24/7 Support Engineering (L1) for a high-velocity Customer Data Platform (CDP) by monitoring 23+ dashboards and performing rapid triage/resolutions using standardized playbooks. This significantly improved Mean Time to Resolution (MTTR) and reduced engineering overhead.

Problem

  • The Client faced challenges in managing 24×7 platform operations due to frequent alerts, unstructured L1 ownership, and increasing pressure on internal engineering teams.
  • The lack of a round-the-clock triage and escalation structure resulted in delays and slower resolution times.

Solution

  • Real-Time Monitoring & Alert Handling: A dedicated team monitored 23+ dashboards covering infrastructure, application health, data pipelines, and campaign delivery.
  • Rapid Triage & First-Level Resolutions: Performed immediate checks, log analysis, node scaling, and job restarts to address issues proactively and resolve common alerts
  • Standardized Playbooks & Escalation Paths: Followed well-defined Standard Operating Procedures (SOPs) to reduce downtime and ensure seamless handover of complex issues to L3 teams.
  • Transparent Reporting & Traceability: Maintained detailed incident logs, shift reports, and audit trails for all alerts, actions, and escalations.

Key Business Outcomes

  • Improved Platform Reliability & Uptime: Ensured 24×7 monitoring and faster Mean Time to Resolution (MTTR), leading to higher system availability and customer.
  • Reduced Engineering Overhead: Offloaded L1 support load by resolving common alerts and false positives, enabling internal engineering to focus on core development.
  • Operational Transparency & Accountability: Delivered structured reporting, shift logs, and escalation matrices to ensure full traceability and smoother collaboration.

Technology

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Infrastructure Monitoring & Support

Posted on | by Ajitha Gunasekaran | Leave a Comment on Infrastructure Monitoring & Support

YesIT Services

A comprehensive IT support solution developed for a technology services provider managing multiple SME clients. The platform ensures uninterrupted system uptime through 24/7 monitoring, proactive maintenance, and escalation management. It strengthened their service delivery by improving reliability, issue resolution speed, and overall client satisfaction.

Platform Developed

Overview

A 24/7 IT monitoring and support solution ensuring high availability, rapid issue resolution, and client satisfaction.

Problem

  • Frequent system and third-party application issues disrupted uptime.
  • Lack of proactive monitoring led to delayed resolutions and escalations.

Solution

  • 24×7 infrastructure monitoring across 23+ dashboards.
  • L2 support for first-level issue resolution and escalation to L3 or vendors.
  • Managed Windows and Office 365 environments with regular patching.
  • Automated backup tracking and vendor coordination for recurring issues.

Key Business Outcomes

  • 99.9% uptime and strong SLA compliance.
  • Faster ticket resolution and reduced escalations.
  • Enhanced client satisfaction and operational scalability.

Technology

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Smart Console Support

Posted on | by Ajitha Gunasekaran | Leave a Comment on Smart Console Support

Smart Console Support

A workflow automation platform designed for a leading wealth advisory firm to streamline report generation and data management. It replaced manual Excel-based processes with automated document handling and real-time dashboards. The system enhanced visibility, accuracy, and accountability across all operational and client service workflows.

Platform Developed

Overview

An automated workflow and reporting platform that boosts efficiency and transparency in financial operations.

Problem

  • Manual Excel processes caused reporting delays and inefficiencies.
  • Limited visibility into task progress and accountability.

Solution

  • Automated document and report processing system.
  • Real-time dashboards for workflow tracking and insights.
  • Audit trails and reassignment options for accountability.
  • Optimized processes to reduce manual effort and delays.

Key Business Outcomes

  • 75% boost in team productivity.
  • Reduced workdays from 6 to 5 without impacting delivery.
  • Improved transparency and operational control.

Technology