Monitoring & Incident Management

We provide a 24/7 managed monitoring service that ensures the performance, availability, and reliability of your infrastructure and applications through real-time insights and intelligent alerting. Leveraging ITIL-aligned processes, automation, and proactive analytics, we rapidly resolve incidents, prevent issues, and deliver continuous service improvement with clear performance reporting.

24/7 Infrastructure and Application Monitoring

  • Continuous monitoring of servers (on-premises and cloud)
  • Storage platform and network device monitoring
  • Critical business application and service monitoring
  • Real-time health checks and performance monitoring (CPU, memory, latency)
  • Availability tracking and log and event monitoring

Intelligent Alerting and Event Correlation

  • Threshold-based alerts and dynamic alerting
  • Event correlation to identify root causes
  • Alert prioritisation based on business impact
  • Noise reduction through deduplication and suppression

Incident Management (ITIL-Aligned)

  • Incident detection, logging, categorisation, and prioritisation (P1–P4)
  • Initial diagnosis, triage, and escalation to appropriate support tiers
  • Resolution, recovery, and service restoration
  • Incident closure with full documentation and audit trail

Proactive Incident Prevention

  • Trend analysis and capacity planning
  • Problem management and root cause elimination
  • Preventative maintenance recommendations
  • Known error database (KEDB) management

Automation and Remediation

  • Automated service restarts and recovery actions
  • Scripted remediation of known issues
  • Auto-ticket creation and intelligent routing
  • Self-healing capabilities

Reporting and Insights

  • Incident volumes, trends, and SLA performance reporting
  • Mean Time to Detect (MTTD) and Mean Time to Resolve (MTTR) metrics
  • System availability and uptime metrics
  • Root cause analysis for recurring incidents
Contact Us