The Client
The client is a global leader in healthcare analytics and clinical research. They leverage their deep expertise to drive innovation and deliver better healthcare outcomes for clients in the pharmaceutical, biotechnology, and wider healthcare industries.
Setting the Context
The primary goal of this managed services project is to effectively oversee and maintain the customer’s infrastructure resources within the AWS and Azure cloud environments. This entails comprehensive management of multiple client accounts, ensuring optimized performance, security, and cost-efficiency across a wide range of cloud services. The team is tasked with proactively monitoring and optimizing the client’s cloud environments to maximize uptime, minimize risks, and drive cost savings.
Problem Statement
To manage the client’s customers AWS account and Azure subscription and provision the cloud infrastructure resources and provide adequate support on the cloud infrastructure. Apply Patching and Maintenance on their existing servers.
Solution Deployed
- Dedicated resources deployed in 16*5 model to support AWS/Azure Cloud Infra Admin related activities as part of phase 1 and dedicated resource 8*5 and remaining 16*5 with on-call model support as part of phase 2.
- Client of Clients Account Management, Monitoring and Optimization, Security Management and Support/Maintenance.
- Defined 50+ SOP’s, streamlined workflows and process of creating and raising service request/incidents and documentation of best practices.
- Developed internal in-house solution for Cloud Inventory Management Solution and integrated successfully with Galaxy Suite of Solutions.
- Developed Infrastructure as a Code using terraform scripts for Cloud Object creations.
- Setting up Custom KPI’s Monitoring and Alerts on all the computer and storage platforms across AWS/Azure Cloud.
Business Value
- Started achieving 90%+ shift left operations with robust SOP’s.
- Over 1000+ tickets resolved last year.
- Achieved ~90% SLA for Q3 2023 and 100% SLA for Q1 and Q2 of 2024.
Achieved recurring Monthly Saving of $15k/ Month
More than 70% of tickets are resolved within same shift