The Challenge
The client operated an integrated monitoring system to track and process events across its globally distributed IT infrastructure. With infrastructure spanning multiple regions, the client engaged CMC Global to assess the system against industry best practices, identify potential issues, and recommend or implement appropriate improvements.
The Solution
CMC Global addressed the project’s operational challenges by combining strong technical expertise, bilingual support, cost-efficient resource allocation, and 24/7 coverage for the client’s complex, globally distributed infrastructure, including overseas on-premises environments.
Monitoring System Redesign & Operational Optimization
We developed a new monitoring system design based on the AWS Well-Architected Framework, supported by the following measures:
- Optimized Team Structure: Allocated personnel based on their expertise and responsibilities to maximize team performance across shifts.
- Cost-Efficient Resource Allocation: Standardized resource requirements for different incident types to optimize support costs while maintaining service quality.
- 24/7 Multi-Region Support: Organized four dedicated teams to provide continuous support across multiple regions, with on-call coverage for urgent incidents.
- Standardized Operational Governance: Aligned team organization, operational handovers, and deliverable quality management with the client’s Operation Transfer Inspection and Operation Level Audit standards.
The Result
The solution delivered measurable improvements across key operational and business performance indicators.
- 98% Met SLAs, KPI and OLAs
- 30% Decrrease in operational cost
- >97% Critical Issues resolved under 1H, respond under 15mins
