Key challenges included:

• Complex and rigid billing processes that were difficult to adapt to changing requirements
• Operational efficiency and reliability issues that led to frequent disruptions
• High incident rates with low levels of automation across infrastructure
• Poor visibility into system performance with reactive issue resolution approach
• High operational costs that impacted business profitability
• Frequent backup incidents that caused disruptions and raised data protection concerns

Key highlights of the solution:

• Implemented simplified RUs and catalog-based flexible billing structure to streamline billing processes and enhance flexibility
• Achieved 100% resilience through SRE and squad-based agile operations across all tracks to enhance operational efficiency and reliability
• Established dedicated Automation Office to target and achieve an additional 15% reduction in incidents
• Implemented unified monitoring and observability team to improve visibility and proactive issue resolution
• Saved $850K through NetBackup Tape Optimization and $330K through Storage Capacity Optimization initiatives
• Stabilized NetBackup infrastructure by streamlining operational checklists and remediating 50+ gaps, reducing backup incidents from 12,000 to 4,500

• Achieved ~35% reduction in operational cost over 5 years through comprehensive optimization
• Delivered ~66% reduction in incidents from 27,000 to 9,000 through automation initiatives
• Accomplished ~20% TCO reduction through Agile operations and infrastructure rationalization
• Established 100% resilience through SRE and squad-based agile operations across all tracks