Client Overview & Business Challenge

A leading provider of insurance and financial services, was under pressure to modernize its IT operations in support of digital growth. Their infrastructure teams were burdened with manual processes, fragmented monitoring, and reactive issue resolution.

The absence of a structured Site Reliability Engineering (SRE) model limited their ability to scale effectively, prevent downtime, and align DevOps practices across the enterprise.

The Challenge: Reactive Ops and Scaling Limitations

The client was burdened by disparate systems and a lack of visibility, including:

• A lack of a formal SRE practice to enforce reliability standards
• Reactive monitoring leading to inconsistent incident response
• Minimal collaboration between application and infrastructure teams
• No unified playbooks or automation for system scaling and resiliency

AHEAD’s Approach: Embedding a Dedicated SRE Function

AHEAD India partnered with the client to stand up a full-fledged SRE function.

Key steps included:

• Designing an SRE charter with defined SLAs, SLOs, and error budgets
• Deploying centralized monitoring and observability across environments
• Creating automated runbooks for common incidents to reduce MTTR
• Establishing bridges between app dev and infrastructure teams to enable DevOps maturity
• Introducing resiliency testing frameworks to validate reliability under load

Results: A Resilient, Scalable Operations Model

• System resiliency improved through proactive monitoring and automation
• Reduced MTTR with automated remediation of recurring issues
• Greater alignment between dev and infra teams, accelerating releases
• SRE best practices institutionalized across global operations

What’s Next: Scaling Enterprise-Wide SRE

The client is now expanding the SRE model to cover additional business units, with AHEAD India supporting:

• Broader automation adoption across infrastructure and app teams
• Integration of AI/ML-based observability tools for predictive incident detection
• Continuous refinement of SLAs and SLOs to support new digital products