Case Study: a global e-commerce leader cuts incidents by 82% with Sutherland SRE and automation

Global E-Commerce Leader Cuts Incidents by 82% with Sutherland Global Services

The customer, a global e-commerce leader, was facing critical operational inefficiencies, including a high volume of incidents and excessive alert noise that overwhelmed its support teams. Manual processes for patching and remediation introduced compliance risks and prolonged resolution times. They engaged Sutherland Global Services to implement a Site Reliability Engineering (SRE) and automation solution to stabilize operations.

Sutherland established a dedicated Technical Operations Center, integrating a unified toolchain for monitoring and diagnostics. They implemented automated patching, SSL certificate management, and Jenkins-based CI/CD pipelines. This solution resulted in an 82% reduction in incident volume, 100% compliance in critical areas, and 35% operations cost savings within six months, leading to an expanded engagement with the client.