Financial ServicesRepresentative engagement, details anonymised
SLA-backed 24/7 operations for a growing payments platform
A payments scale-up replaced hero-mode on-call with follow-the-sun operations, cutting incident response times and freeing its engineers to ship.
The challenge
A payments company's own engineers were carrying pagers around the clock. Incidents were resolved by whoever woke up first, post-mortems rarely happened, and roadmap delivery was slipping as operational load grew with transaction volume.
The approach
- 01Operational assessment covering alerting quality, runbooks, and incident history
- 02Rebuilt observability: structured alerts tied to customer impact, not server noise
- 03Took over first-line 24/7 response under an SLA, with escalation paths into the client team
- 04Monthly reliability reviews converting incident patterns into engineering fixes
Facing something similar?
Start with a technical assessment: fixed scope, written findings, and a clear plan whether or not we continue together.