Seamless 24/7 operations with app management

Ensuring uninterrupted 24/7 business operations involves supporting and maintaining critical applications across diverse technology stacks. This includes achieving near-perfect Service Level Agreement (SLA) compliance by consistently delivering response and service levels exceeding 95%.

Managing a complex technology ecosystem spanning platforms like .NET, Azure, Salesforce, Sitecore, MuleSoft, GCP, and PeopleSoft, requires expertise and coordination. Additionally, the roofing industry's seasonal nature and frequent deployments lead to unforeseen spikes in incidents and requests, demanding dynamic resource allocation and effective load-management strategies to efficiently meet unpredictable demand.

• Cross-training of an agile team on all platforms, enabling them to handle spikes without SLA impact, shifting focus dynamically
• Proactive use of monitoring tools and automation, which reduced incidents and resolution time by addressing issues early
• A GenAI-powered knowledge base documented resolutions, enabling faster, accurate incident handling
• Ensured seamless communication across platform systems, like Salesforce and PeopleSoft, for quick integration fixes
• Regular customer feedback loops and monthly reports aligned system performance with business needs, highlighting insights and improvements

• Near-perfect SLA adherence at 99.9%, ensuring minimal business disruption on an ongoing basis
• Managed 1,100+ incidents per month with a decrease in resolution times stemming from proactive monitoring and streamlined processes
• 25% uptime improvement from proactive maintenance, ensuring high application availability and minimal downtown
• 24/7 load handling that effectively managed spikes during demand surges, maintaining SLAs without extra resources
• Continuous optimization from regular RCAs (Root Cause Analyses) and process enhancements, which reduced incidents and improved system efficiency