Production stability is a discipline, not a stroke of luck. From L2/L3 troubleshooting at Expedia to owning a global L1–L4 support organization at Aon, I've operated at every level of the IT operations stack — and I bring that operational grounding to advising on how to keep systems reliable without over-staffing to do it.

The Business Problem

Operations teams are often reactive by default — firefighting the same categories of issues repeatedly because nobody has time to run a proper root-cause analysis. Without operational governance and clear reporting, leadership only finds out about a problem after it's already affected the business.

What This Service Covers

IT and application operations advisory
Production support structure and process design
Operational governance and reporting cadence
Monitoring strategy
Incident and problem management, including root-cause analysis
Operational reporting and process optimization

Typical Use Cases

Recurring Incident Reduction

Running structured RCA on repeat incidents and redesigning the process, not just the fix.

Operational Reporting

Building the KPI and status reporting that gives leadership real visibility into system health.

24x7 Coverage Planning

Workforce and shift planning for resilient coverage across onshore/offshore teams.

Business Value

Fewer repeat incidents, through root-cause fixes rather than recurring workarounds.

Operational reporting leadership can actually use to spot risk early.

A support model sized to the risk, not staffed by default.

Engagement Approach

I typically review recent incident history first to find the patterns nobody's had time to step back and see, then work with the operations team to redesign the process around the actual root causes — not just add more monitoring on top of the same gaps.

Related capability: ITIL/ITSM, ServiceNow, Major Incident Management, Root Cause Analysis

Stuck in Reactive Mode?

Let's find the patterns behind the recurring incidents.

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IT Operations