Proactive, SLA-backed platform operations, 24/7 NOC coverage, ITIL-aligned incident management, AIOps-powered alert correlation, and automated patch compliance that keeps your platforms healthy around the clock.
Reactive support, waiting for users to report problems, is the most expensive operations model. We operate proactively: monitoring every system component, correlating signals before they become incidents, and resolving issues before they impact users or breach SLA thresholds.
Our NOC leverages Datadog, Dynatrace, and New Relic for multi-layer monitoring with AI-driven anomaly detection, Moogsoft and BigPanda for AIOps noise reduction that groups hundreds of alerts into single actionable incidents, and ServiceNow for ITIL-aligned incident and change management with full audit trails.
Key differentiator: Our runbook automation library has 200+ pre-built remediation scripts covering common infrastructure failures, auto-restart services, scale out capacity, rotate credentials, clear disk space. When AIOps correlates an alert, the runbook runs automatically, often resolving the issue before a human engineer is even paged.
The specific tools, processes, and automation we use to operate your platform reliably around the clock.
Live NOC engineers monitoring your platform 24/7/365 via Datadog, Dynatrace, and New Relic SaaS monitoring stacks. Full-stack coverage: infrastructure (compute, storage, network), application (APM, user experience), and business KPIs (transaction success rates, revenue metrics). PagerDuty escalation matrices with tiered response: L1 NOC → L2 Platform → L3 Engineering. Synthetic monitoring for proactive SLA validation.
ITIL-aligned P1–P4 incident classification with contractual SLA response and resolution times. Automated war room creation via Slack/Teams with relevant stakeholders, runbook links, and shared timeline. Incident.io for structured incident coordination with real-time status updates. Post-incident reviews within 48 hours using blameless retrospective format, 5-why analysis, contributing factors, and binding action items with owners and due dates.
Automated patching with Ansible playbooks for Linux/Windows OS patching, application runtime updates, and configuration management. AWS Systems Manager Patch Manager for EC2 fleet patching with maintenance windows. WSUS/SCCM for Windows Server environments. Qualys and Tenable for vulnerability scanning, findings automatically triaged by severity and mapped to patching SLA windows (Critical: 24h, High: 7d, Medium: 30d).
Moogsoft and BigPanda AIOps platforms analyze alert streams from all monitoring tools, Datadog, Prometheus, Dynatrace, Zabbix, and correlate related alerts into single actionable incidents using ML-based topology awareness. Typically achieves 40–70% alert volume reduction. Anomaly detection identifies deviations from learned baselines before threshold breaches. Intelligent grouping surfaces probable root cause components automatically.
Monthly capacity planning reviews analyzing trend data from Datadog/New Relic, identify services approaching resource limits 30–90 days in advance. Vertical/horizontal scaling recommendations based on usage patterns. Database query analysis and index optimization with DBA support. CDN configuration tuning (CloudFront, Azure CDN, Fastly) for origin offload and latency reduction. Kubernetes autoscaling (HPA/VPA/Karpenter) policy optimization for cost-efficient elasticity.
ITIL Change Advisory Board (CAB) process with risk-assessed change records in ServiceNow. Standard changes pre-approved via change templates. Emergency change procedures for security patches with accelerated approval. Blue/green and canary deployment patterns for zero-downtime releases. Automated rollback triggers in ArgoCD when health checks fail post-deployment. Change success rate tracking and retrospectives for failed changes.
Every support engagement begins with a structured onboarding, not a contract signature and a phone number. We invest the first 30 days understanding your platform deeply before assuming operational responsibility.
Our NOC teams are staffed by cloud-certified engineers, not entry-level help desk. P1 incidents are handled by engineers who have deployed and operated the same cloud platforms they are supporting.
30-day structured onboarding: architecture documentation review, access provisioning, monitoring tool integration, and shadow-on-call period with your existing team. NOC engineers shadow your team during live incidents to understand your specific platform quirks, escalation preferences, and business impact context. CMDB populated with all managed assets and dependencies.
Collaborative runbook authoring for all critical systems, documented step-by-step procedures for the 80% of incidents that are recurring. Runbooks include decision trees, escalation criteria, and rollback procedures. Each runbook peer-reviewed by a senior engineer. Runbooks stored in a searchable wiki (Confluence/Notion) and linked from PagerDuty alerts for immediate access during incidents.
Convert high-frequency runbook steps to automated remediation scripts. Ansible playbooks for disk cleanup, service restarts, cache flushes. AWS Lambda event-driven automations for autoscaling triggers. AIOps integration with automated runbook execution, no human required for known failure patterns. Target: 40% of tickets resolved automatically without NOC engineer intervention.
After 60 days of live operations, review SLA performance data. Identify chronic alert sources, recurring incidents, and patterns driving alert fatigue. Tune monitoring thresholds, fix root causes of repeat incidents, and implement preventive changes. AIOps correlation rules refined based on actual grouping patterns. Target: month-3 alert volume 40% lower than month-1.
Monthly SLA performance reports with MTTR, MTTD, incident counts by severity, patch compliance rates, and change success rates. Quarterly business reviews presenting trend analysis and proactive improvement recommendations. Annual platform health assessments identifying technical debt and modernization opportunities. Continuous runbook updates as your platform evolves.
How managed platform operations delivers operational excellence across critical environments.
Assumed 24/7 NOC operations for a federal agency's 600-server AWS environment with strict SLA requirements. Deployed Datadog full-stack monitoring with ServiceNow ITSM integration. Automated patching via AWS SSM Patch Manager achieved 100% critical patch compliance within 24-hour SLA windows. P1 MTTR reduced from 2.5 hours (previous vendor) to 12 minutes average across 18 months of operations.
P1 MTTR 2.5hr → 12minProviding ongoing managed support for a SaaS provider's multi-region AWS deployment processing healthcare claims 24/7. AIOps with BigPanda reduced monthly alert volume from 4,200 to 1,100, a 74% reduction, while maintaining zero missed incidents. Runbook automation handles 52% of incidents without human intervention. Customer satisfaction score: 4.8/5 over 24 months of support.
74% alert reduction, 52% auto-resolvedProvided 6-month hypercare support following a major cloud migration, 300 workloads moved from on-premise to AWS in 12 weeks. Hypercare team staffed at 2x normal NOC coverage for first 30 days, rapidly building runbooks from migration documentation and lessons learned. Zero P1 incidents in the first 90 days post-migration. Transition to steady-state support on schedule with 40% lower staffing model than hypercare.
Zero P1 incidents in 90 days post-migrationDeployed Moogsoft AIOps for a financial services firm with 12 monitoring tools generating 8,000+ alerts/month. ML-based correlation reduced actionable incident count to under 300/month. Automated runbook execution handles routine remediations (restart services, scale pods, clear queues). NOC team redeployed from alert-chasing to proactive platform improvements. Annual support cost reduced by $380K from reduced NOC headcount.
8,000 → 300 monthly alerts, $380K savedSchedule a Platform Support Consultation, we assess your current operational model, identify automation opportunities, and design a right-sized managed support engagement.