- L1 service desk, monitoring and business-impact triage
- L2 platform, pipeline and infrastructure engineering
- L3 architecture, SRE and vendor escalation
- SLIs, SLOs, SLA options and error-budget practices
- Incident, problem, change and major-incident management
- Patching, drift, capacity, backup, recovery and service reporting
Operate without compromiseService 04
Managed Services & SRE
Transfer defined day-two responsibility to a named service team with tiered support, measurable reliability and visible improvement.
Monitoring · Response · Improvement
Service definition
Clear scope, tangible outputs and explicit boundaries.
Final responsibilities, coverage and service levels are confirmed in the statement of work and service agreement.
- Service definition and responsibility matrix
- Severity, escalation and communication model
- Monitoring, alerting and on-call design
- Runbooks, knowledge base and access model
- Service dashboard and review pack
- Improvement, continuity and offboarding plan
- Universal availability or resolution guarantees
- Undefined ownership outside the agreed service boundary
- Customer, vendor or product responsibilities not transferred in the contract
- Agreed service inventory and boundaries
- Secure access and knowledge-transfer availability
- Named customer service owner and escalation contacts
Kubernetes · Red Hat OpenShift · AWS · Microsoft Azure · Prometheus · Grafana · Datadog
Control alignment- Controlled access and change evidence
- Incident and problem traceability
- Recovery and service-review evidence
Service definition reviewed . Platform versions, responsibilities and service targets are validated for each engagement.
Support model
An operating service with defined ownership—not just monitoring.
Tier boundaries, coverage hours, supported components and escalation paths are finalized in the service schedule.
Monitor and coordinate
Alert validation, ticket ownership, runbook-led response, communication and escalation within the agreed coverage window.
Platform engineering
Platform, pipeline, configuration, observability, patching, capacity and recurring-issue investigation.
Architecture and SRE
Complex failure analysis, major-incident support, vendor escalation, lifecycle planning and structural reliability improvement.
Monitoring and response within scope, incident coordination, authorized technical actions, service reporting and the operational improvement backlog.
Business priorities, access approvals, application decisions outside scope, risk acceptance and regulatory accountability.
Production change, major-incident communication, recovery activation, vendor escalation and service-improvement priorities.
Incident model
One language for business impact and engineering response.
Response means acknowledgement and active engagement. Restoration and permanent resolution are measured separately. Contract targets depend on the agreed architecture, coverage and customer dependencies.
P1 · CriticalCritical production service unavailable or material business impact
Immediate coordinated response under the contracted coverage model
P2 · HighSevere degradation or an important function unavailable
Priority engineering investigation and active communication
P3 · MediumLimited degradation or an acceptable workaround exists
Engineering response within the agreed service target
P4 · LowInformation request, minor defect or planned assistance
Managed through the normal service-request backlog
Monthly service evidence
SLO performance · incident and restoration trends · major-incident actions · change activity · capacity and recovery status · risks · continual-improvement backlog
01 · Delivery phase Phase 01
Define and transition
Agree scope, service boundaries, priorities, access, knowledge transfer, measures and acceptance criteria.
- Monitoring, alerting and contracted on-call coverage
- Incident, problem and change management
Decision gateSigned service definition, RACI and transition acceptance
OutcomeAccepted service definition
02 · Delivery phase Phase 02
Stabilize the operation
Baseline alerts, incidents, changes, capacity and recovery while closing immediate operational risks.
- Self-healing automation and capacity planning
- Patching, hardening and configuration drift
Decision gateAccepted runbooks, monitoring and stabilization report
OutcomeOperational baseline
03 · Delivery phase Phase 03
Operate and improve
Run the service through tiered support, SRE practices, service reviews and a governed improvement backlog.
- Named service lead and monthly reviews
- Audit evidence and service reporting
Decision gateRecurring service evidence and improvement decisions
OutcomeService-review cadence
Measurement model
Success defined before the work begins.
Baselines, targets, measurement windows and owners are agreed for the actual engagement scope.
User-relevant availability, latency, correctness or other agreed service signals.
Separate clocks for acknowledgement, containment, restoration and final resolution.
Allowed unreliability consumed against the agreed service objective.
Recurring incidents reduced through root-cause and improvement work.
Related proof
Strengthening banking platform reliability
Infrastructure and environment operations for core banking platforms.
Read the story
FAQ
Common questions about managed services & sre.
Clear answers for decision-makers before the first engineering workshop.
Talk to an engineerHow quickly can ExpertOps take over an operation?
Transition timing depends on scope, access, knowledge quality, coverage and operational risk. ExpertOps defines the transition plan, acceptance evidence and ownership model before responsibility changes hands.
Do you support mission-critical and regulated platforms?
ExpertOps supports banking, government, telecom and healthcare environments with evidence-based controls and tiered support options. Coverage and escalation paths are defined for the agreed service scope.
Can the engagement scale with our roadmap?
Yes. Capacity can scale up or down without a new hiring cycle, using platform teams, managed services or embedded specialists.