IT Operations and Support

The Problem Space

Even the best built systems change over time. Infrastructure drifts, dependency updates cause issues, and user demand evolves. Many organizations experience patching delays, extended incident resolution, unclear ownership, and risky change processes.

Our Approach

We combine IT service management best practices with agile operations. Our philosophy is simple: operations should enable change, not block it. Our approach includes:

Service model foundation:

  • Define services, objectives, roles, and responsibilities
  • Clarify the domains of incidents, requests, changes, and problems
  • Focus on a small set of meaningful metrics such as mean time to recovery, availability, change success rate, and backlog growth

Tiered and specialized support:

  • Tier one resolves common, well documented issues
  • Tier two investigates deeper or cross system problems
  • Tier three or DevOps engineers address architecture, complex fixes, or legacy migrations

Change with safety:

  • Assess risk and test every change with rollback planning
  • Use gradual rollout methods such as canary or phased releases
  • Automate deployments with infrastructure as code and pipelines to reduce human error

Proactive monitoring and alerting:

  • Define key health indicators and thresholds
  • Apply anomaly detection and predictive analysis
  • Detect and address latent faults before they cause incidents

Continuous improvement and retrospectives:

  • Hold blameless reviews after incidents or major changes
  • Identify root causes and systemic improvements
  • Publish metrics and operational heat maps

Embedded knowledge and handoffs:

  • Maintain a living operations playbook
  • Document runbooks, diagnostics, and escalation paths
  • Engage support engineers early in development to address operational concerns before launch

Value You Get

Faster recovery with reduced downtime
Safer and more predictable change
Fewer recurring incidents
Clear ownership and actionable metrics
Scalable support as your systems and users grow