Enterprise Cuts 6K+ Outage Minutes Monthly via Global Technology Operations Center

Industry: Technology | Services: Digital Engineering Services, Global Technology Operations Center

Client Overview

A global enterprise with delivery operations across 61 centers in 19 countries, providing integrated solutions to clients worldwide. Maintaining uninterrupted network and infrastructure performance is critical to business continuity, customer experience, and operational excellence.

The Challenge

Scaling Infrastructure Management Amid Rapid Global Expansion

As the enterprise’s footprint grew globally, network complexity multiplied. Contributing to the complexity were multiple data centers, cloud environments, hundreds of routers, WAN circuits, and thousands of servers. The client needed better visibility, proactive monitoring, reduced downtime, standardized compliance and security across regions, and scalable resource utilization.

Sutherland Solution

Establishing a Global Technology Operations Center (GTOC)

The client leveraged Sutherland’s Global Technology Operations Center (GTOC) comprised of 22 engineers and 2 monitoring architects in India and Poland. The GTOC provided 24x7x365 monitoring and Triage Level 1 support across all key technology domains. By transitioning from reactive to proactive and preventive monitoring, the GTOC ensured continuous oversight and preemptive action against potential issues.

This follow-the-sun model acted as a one-stop shop for technology monitoring, backed by a robust backend architecture. The GTOC now manages the client’s extensive network, including 8 data centers, 10 cloud environments, and 52 Delivery Centers, overseeing over 4,200 ICT components such as 200 WAN circuits, 150+ WAN routers, and 3,600+ servers.

The Outcome

Proactive Resilience, Reduced Downtime, and Scalable Operations

With GTOC in place, the enterprise avoided 6,180+ minutes of business outages per month and prevented isolation at over 20 sites. This dramatic reduction in downtime and outages improved user experience, preserved brand reputation, and reduced the workload on local teams. The unified, 24×7 monitoring model also enabled standardized compliance and operational discipline across geographies—and laid the foundation for future observability expansion, from physical circuits to application layers.