Operations for business-critical platforms at a large South African telco

The business challenge 

Business-critical platforms carrying revenue-linked workflows need consistent availability and fast recovery from incidents. For our customer, a large South African telco, any disruption to these platforms has a direct impact on revenue and customer experience, making uptime and rapid incident response non-negotiable.

The solution

ADB implemented a single operations model spanning the customer's core CRM platform and its connected systems. This model is built on full-stack observability, AIOps-driven alerting and runbook-driven automation, all governed under ITIL best practice. This gives the operations team a consistent, consolidated view across platforms, with automated processes in place to detect and respond to issues faster.

The business outcomes 

The approach has delivered 99%+ availability across current monitored platforms, with one platform achieving 100% uptime in a recent reporting period. Automated recovery for known failure patterns is now in production, reducing manual intervention and supporting faster, more consistent incident resolution across the environment.