About project
Working time:
2022 – ongoing
Industry:
Fin Tech
The service:
Managed Services, DevOps
Overview
A global financial technology company provides a cloud-native platform supporting real-time post-trade processing and reporting. The platform operates across multiple regions and handles high-volume, business-critical workloads, with strict requirements for reliability, security, and performance. As usage grew and operational complexity increased, the client turned to us for full-service Managed Support Services (MSP) to ensure platform stability, continuous improvement, and 24/7 operational readiness.
The Challenge
While the client had built a technically sound and scalable platform, they faced growing challenges in day-to-day operations as the business expanded. Platform stability, user experience, and compliance were at risk without a reliable operational backbone. Specific pain points included:
No 24/7 coverage or response capability
The client had no internal team available outside standard business hours. Any incidents occurring at night, on weekends, or during holidays were left unresolved until someone became available — a critical risk for a globally operating platform. As customer usage increased, this gap posed a serious threat to reliability and trust.
Unstructured platform operations
Basic tasks like user onboarding, access permissioning, and Git deployment approvals were managed manually and inconsistently. As more teams and users were added, this created bottlenecks, security gaps, and audit complexity.
Lack of visibility and accountability
There was no regular reporting in place to track SLA compliance, incident resolution trends, or platform health metrics. Leadership lacked insights into operational performance, making planning and resource alignment difficult.
Fragmented and reactive incident response
Without a structured incident management framework, escalations were informal, responses varied depending on who was available, and root causes often went untracked. This made incident resolution inconsistent and left no clear ownership for follow-up or post-mortem improvement.
Patch and upgrade debt
Over time, key platform components like EKS clusters, operating systems, and third-party add-ons began falling behind on versioning. Without a formal patch management cycle, the risk of downtime, vulnerabilities, and compatibility issues continued to grow.
No disaster recovery validation
While infrastructure-level failover capabilities existed, no full disaster recovery tests had ever been run. This left open questions about how the platform would behave in a real-world failure scenario — and whether recovery times would meet business expectations.
With a lean internal operations team and no bandwidth to scale support processes, the client needed a trusted partner to take over platform management responsibilities in a structured, measurable, and proactive way.
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Our MSP Solution
We onboarded the client under our Managed Support Services (MSP) model, taking full ownership of operational management and delivering a structured, reliable, and secure support framework.
24/7 On-Call Support & Major Incident Management
We provided continuous L2/L3 support coverage with clearly defined escalation paths. All incidents were triaged through a centralized service desk with SLA-backed response times of 15 minutes for critical incidents (P1) and 30 minutes for high-priority issues (P2). This eliminated downtime gaps and enabled confident service availability across regions and time zones.
Service Desk Ownership & Operational Processes
We fully took over routine platform operations, including onboarding and offboarding personnel, managing Git merge and deployment permissions, and ensuring consistent access control workflows. This eliminated ad hoc task handling and brought structure and accountability to day-to-day operations.
Patch Management & Upgrade Strategy
All critical infrastructure components — including EKS clusters, OS versions, and add-ons — are now kept continuously up to date on a rolling maintenance schedule. We introduced automated patching workflows and coordinated upgrade windows to ensure zero disruption and reduce operational risk.
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Disaster Recovery Simulation & Preparedness
To validate system resilience, we conducted a full disaster recovery simulation, testing cross-region failover, backup integrity, and recovery time objectives. The platform achieved its target maximum downtime of under 1 minute, ensuring readiness even under worst-case scenarios.
Structured Reporting and Continuous Improvement
We deliver monthly and quarterly reports covering SLA performance, incident trends, response metrics, and proactive improvement areas. Based on this visibility, we introduced fine-tuning measures including autoscaler recalibration, alert fatigue cleanup, and access control reviews — all part of our commitment to continuous platform improvement.
Security and Compliance Operations
To support the client’s adherence to industry standards, we maintain operational practices aligned with SOC 2, ISO 27001, and GDPR requirements. Our MSP team actively manages compliance-related tasks, audit evidence preparation, and platform security posture reviews.
Results & Impact
- SLA uptime consistently above 99.97%, with 15-minute P1 response time and structured escalation protocols.
- Critical incidents now resolved up to 4x faster, with clear accountability and full audit trail.
- Infrastructure kept continuously current, reducing exposure and technical debt.
- Disaster recovery plan fully validated, with demonstrated recovery in under 1 minute.
- Operational load fully absorbed by MSP team, allowing the client’s internal team to focus entirely on core business development.
- Security controls and compliance posture strengthened, with full support across SOC 2, ISO 27001, and GDPR audits.
Summary
By partnering with us for Managed Support Services, the client transitioned from fragmented operations to a highly structured, responsive, and mature platform management model. With 24/7 support, clear SLAs, proactive maintenance, and continuous fine-tuning, their platform now runs at full velocity — resilient, compliant, and ready to scale.
