2352+ Tickets Handled Across 7x17 Offshore CTS Support

Aziro delivered a structured, 7x17 offshore Cloud and Technology Operations support model for a retail, fintech, and digital payments enterprise, covering monitoring, database administration, network security, and identity management, without expanding the client's in-house headcount. The engagement transitioned through a structured knowledge transfer process into full operations ownership across EC2, EKS, RDS, and Lambda, backed by centralized monitoring and automated identity governance.

The client needed continuous, reliable operations coverage across a growing AWS environment without expanding its internal team, while replacing fragmented monitoring dashboards with a single, unified operational view.

• 24x7 Support Coverage: The client wanted 7x17 offshore CTS support covering command center operations, network administration, and database administration, without expanding its in-house operations headcount at all.

• Fragmented Monitoring Systems: Needed OPEX optimization alongside centralized monitoring and incident triage, replacing fragmented dashboards across systems with a single, unified operational view for every team.

• End-to-End Cloud Ownership: Required end-to-end AWS cloud operations ownership spanning EC2, EKS, RDS, and Lambda, along with IAM identity governance and Aurora PostgreSQL database administration duties.

Aziro recommended a right-sized support model and transitioned into full operations ownership through a structured, low-risk knowledge transfer process, implementing unified monitoring and automated identity management across the client's AWS environment.

• Structured Knowledge Transfer: Recommended an appropriate support model with a structured transition framework, facilitating knowledge transfer sessions before formally taking over monitoring and daily operations entirely.

• Unified 24x7 Monitoring: Implemented 24x7 monitoring dashboards using CloudWatch and Grafana, while managing AWS Aurora PostgreSQL for performance tuning, automated backups, and reliable, fast failover support.

• Automated Identity Management: Ran network security operations through AWS WAF and Shield, and automated user lifecycle management end-to-end using AWS IAM Identity Centre across all environments.

• AWS CloudWatch, Grafana
• AWS Aurora PostgreSQL
• AWS WAF, AWS Shield
• AWS IAM Identity Centre
• PagerDuty
• Azure SQL, Odoo HRMS 

The engagement demonstrated strong operational capability and scalability, backed by high-volume incident handling and consistent deployment support across monitoring, database administration, and identity management functions.

• 2,352+ Tickets Handled: Tickets handled annually, demonstrating strong operational capability and scalability of the CTS support model across all functional areas.

• 277 Deployments Managed: Deployments managed, alongside 157 Azure SQL DBA tasks and 190 Odoo HRMS support requests, reflecting broad operational coverage.

• 1,691 Incidents Resolved: High-volume incidents resolved across PagerDuty alerts, VPN creations, and Active Directory requests combined, demonstrating consistent operational reliability.

• 7x17 Offshore Coverage: Offshore support coverage that enabled the client to optimize OPEX without adding in-house headcount, ensuring continuous operations.

Aziro helps enterprises scale cloud operations without the cost of growing an internal team. Our teams design right-sized offshore support models tailored to each client's operational maturity, then execute structured knowledge transfer to take on monitoring, database administration, and security operations end-to-end. This approach gives organizations continuous, reliable coverage across complex AWS environments spanning EC2, EKS, RDS, and Lambda. The result is predictable OPEX and operational continuity without adding in-house headcount.

Beyond day-to-day support, Aziro brings centralized monitoring, automated identity governance, and high-volume incident management to every engagement. We consolidate fragmented dashboards into unified operational views, giving every team the same real-time visibility into system health. Our offshore model is built for scale, handling thousands of tickets and incidents annually while maintaining consistent service quality. Whether managing a single AWS account or a multi-service environment, Aziro delivers dependable, cost-efficient cloud operations support.