Production SRE & Observability
A fast-growing B2B SaaS company ran production workloads on Kubernetes and AWS but lacked a formal reliability practice. Engineering teams faced constant alert fatigue, no agreed SLOs, fragmented logs and metrics, and long mean time to recovery when customer-impacting incidents occurred.
At a glance
- Category: Site Reliability Engineering
- Year: 2024
- Client: Global B2B SaaS Platform
01 / Business Challenge
- On-call engineers received hundreds of noisy alerts with no clear severity or ownership.
- No SLIs, SLOs, or error budgets to guide release decisions or capacity planning.
- Metrics lived in CloudWatch, logs in multiple tools, and traces were rarely used.
- Incident response relied on ad-hoc Slack threads with inconsistent postmortems.
- Recurring production outages followed major releases without reliability gates.
02 / Our Approach
How we executed this engagement in practice. The phases below describe the delivery rhythm we use across ServiceNow, custom engineering, and mobile programs.
We led a structured SRE engagement: defined critical user journeys and SLIs, implemented a unified observability stack, redesigned the incident lifecycle with runbooks and blameless postmortems, and introduced release reliability checks aligned to error budgets.
Phase 01
Discovery & alignment
Workshops, process and systems review, success metrics, and scope clarity.
Phase 02
Design & planning
Architecture, experience and workflow design, risks, and a concrete delivery plan.
Phase 03
Build & validation
Implementation, integration, testing, demos, and refinements with your teams.
Phase 04
Go-live & enablement
Controlled rollout, training and documentation, handover, and post-launch tuning.
- Defined SLIs and SLOs for availability, latency, and error rate on core API and background job paths.
- Deployed Prometheus and Grafana with standardized dashboards and SLO burn-rate alerts.
- Consolidated log correlation and trace sampling for faster incident triage.
- Introduced PagerDuty routing, on-call runbooks, and severity-based escalation paths.
- Added CI/CD reliability gates and pre-release checks tied to error budget policy.
- Ran game-day exercises to validate incident playbooks and on-call readiness.
Business Impact at a Glance
Mean time to recovery for Sev-1 incidents decreased by approximately 40%.
Alert noise to on-call engineers reduced by roughly 60% after SLO-based routing.
SLO compliance and error budget status visible to engineering and leadership weekly.
Release-related customer-impacting incidents declined over two consecutive quarters.
Postmortem action items tracked to completion with measurable follow-through.
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