Handling Highly Critical Availability Support in Devops.




2 Years 7 Months


  • Technology consulting

Tech used

  • AWS Elastic BeanStalk
  • LogicMonitor
  • Slack
  • Bamboo
  • BitBucket
  • Splunk

Developing a DevOps support strategy to monitor the environment round the clock

The client’s IT support incumbent was under performing and they had to spend way too much time in managing issues. These deviations affected the productivity of the DevOps Consulting team. Clients approached us with a requirement to provide 24/7 level 1 support to monitor, maintain and respond to the alerts from their app and its infrastructure. Client wasn’t able to ramp up the support due to non availability of a runbook and a system appreciation document.


What we anticipated along the journey.

The key task is to manage their critical cloud Infrastructure that hosts their streaming apps, to ensure its availability at a staggering five 9's that is super critical and a key success factor to their business. The success of this project would ensure their Internal IT Operations team was relieved from managing critical but unsophisticated issues to more value-add activities for better ROI.


Finding solutions with the future in mind.

We suggested providing fully managed IT support services after completely understanding their requirements. We came up with the 24/7 shift model to suit the client with business continuity. The system was designed in such a way one can look into issue just by looking at the subject

We deployed keywords as a standard practice in naming convention that helped the support team error free function. Plus, we also framed standard operating procedures to achieve efficiency, quality output and uniformity of the performance, while reducing miscommunication and failure to comply with industry regulations. 

Support Services: We formed a fully operational team handling Level 1 support operations, and infrastructure management. Our support team working in the global delivery center based at India worked 24x7 to handle all operations and work alongside the in-house working during business hours. Comprising techs, the team was steeped in troubleshooting experience across different Operating Systems, applications that run on Linux/Windows. 

Infrastructure Management: The dedicated infrastructure engineers were responsible for managing the virtual & physical infrastructure, and handling projects. They also worked with the development team on automation projects and were responsible for managing storage, computing and networking resources.

The client is a leading global media and entertainment company that produces and distributes premium streaming content to worldwide audiences across subscription television platforms. It offers many premium pay TV channels, on-demand and online services, including the highly rated online streaming app. Through multichannel video distributors, including cable operators, satellite television providers, telecommunications companies, and other online and digital platforms, the client offers subscribers more than 7000 distinct premium television episodes and feature films, including Original series, first-run movies and other popular programming.


How we handled Level 1 support operations and infrastructure management

As a leading DevOps solution provider, RailsFactory through its Managed Services Model devised a DevOps support strategy to ensure High availability with quality and guaranteed response time.

  • Robust Knowledge Transition Methodology that focussed on critical understanding of the mobile applications, Infrastructure, Tools, historical issues, Root cause Analysis, Communication, Processes and continuous improvement opportunities.

  •  Dedicated 24x7 DevOps Team that is remote and geographically distributed in India, US & Canada.

  • Created Standard Operating Procedures (SOP) and Knowledge base documents (Runbooks) for better issue monitoring and troubleshooting. 

  • Pro-active issue monitoring through tools like CloudWatch, LogicMonitor, Splunk etc,

  • Automation projects to eliminate manual activities/ and improve response time in the areas of storage, computing and networking resources


Empowering the client to make informed decisions for their business

  • High Availability at five 9's

  • Key Internal resources were moved to value-add jobs ensuring better ROI

  • No pain of taking turns on Week end/Holidays by Client team to ensure service availability.

  • Managed Services Model ensures that there is no additional overhead from the client to manage the Vendor team

  • Reduced Total Cost of Ownership due to remote support team.

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