Scaling Infrastructure Support for an Always-On Insurance Giant

In the insurance industry, uptime isn’t a luxury – it’s a lifeline. For one of the world’s largest insurers, whose services span geographies and time zones, network disruptions had direct implications for customers, agents, and regulatory response times. With over 1,200 network devices powering global operations, managing performance, stability, and security had become a daily challenge.

Downtime was increasing. Incident resolution was delayed. SLAs were being missed. The internal network operations team was stretched thin.

That’s when AHEAD India was brought in to stabilize and scale.

The Challenge: Managing Complexity at Scale

The insurer’s network environment was vast, diverse, and fragmented, comprising devices from Cisco, Palo Alto, Juniper, and other OEMs. Legacy monitoring tools lacked automation. There was no centralized incident management or escalation workflow, leading to inconsistent responses and prolonged outages.

Operational efficiency was further hindered by:

• High MTTR (mean time to resolve) across critical incidents
• Limited real-time observability across distributed sites
• Manual ticket triage and delayed root cause analysis
• Gaps in lifecycle planning for aging devices

The client needed a modern, managed support model one that could work around the clock and act with precision.

AHEAD’s Approach: Intelligent Managed Services at Work

AHEAD India deployed a 24×7 network operations model tailored for scale and speed. Our engineers provided real-time monitoring and incident resolution, backed by proactive alerting, automation-led ticketing, and standardized escalation protocols.

To ensure seamless alignment with global delivery standards, we blended India-based engineering teams with U.S. delivery architects. This hybrid model allowed the client to benefit from cost-effective scale without compromising expertise or strategic oversight.

Key components of the engagement included:

• Round-the-clock monitoring of 1,200+ network devices
• OEM-agnostic support across Cisco, Palo Alto, and Juniper hardware
• Intelligent escalation workflows and response-time SLAs
• Knowledge base development to accelerate future triage
• Root cause analysis and continuous service improvement

The Results: Stability, Speed, and Strategic Visibility

Within the first quarter, the client saw clear, measurable improvements:

• MTTR was reduced significantly across all incident tiers
• SLA compliance improved and remained consistent
• Downtime was minimized, boosting operational confidence across regions
• Real-time visibility enabled faster root cause identification and response

The insurer’s internal teams could now focus on high-value initiatives while trusting AHEAD to keep the lights on and the network running.

What’s Next: Building the Network of the Future

With the foundation stabilized, AHEAD India is now helping the client implement network device lifecycle automation and performance analytics. These initiatives aim to reduce manual intervention, forecast upgrade needs, and bring AI-driven insights into future infrastructure planning.

Together, we’re evolving network operations from reactive to predictive, turning infrastructure into a driver of business value.