How SquareOps Supports OurShopee With 24×7 Managed DevOps Services for a High-Traffic E-Commerce Platform

Client Overview

OurShopee is a fast-growing e-commerce platform serving customers across the GCC region. Operating a consumer-facing marketplace means the platform must remain highly available, performant, and secure at all times, especially during sales campaigns and peak traffic windows.

 

To support these requirements, SquareOps provides end-to-end Managed DevOps Services, including 24×7 production support, continuous monitoring, incident management, and proactive infrastructure operations.

 

Engagement model: Ongoing Managed DevOps (not a one-time project)

The Challenge

As OurShopee scaled, the engineering team faced challenges common to high-growth e-commerce platforms:

1. Always-On Availability Expectations

Any downtime directly impacts:

• Revenue
  
• Customer trust
  
• Seller experience
• The platform required round-the-clock operational coverage.

 

Before Managed DevOps

• On-call coverage limited to business hours
  
• Slower incident detection during off-hours

2. Growing Operational Complexity

The platform consisted of:

• Multiple environments (production and non-production)
  
• Cloud infrastructure, databases, application services, and networking layers
  
• Frequent releases and feature updates
• Operational ownership needed to be centralized and reliable.
  

3. Engineering Focus vs Operations Load

Internal teams needed to focus on:

• Product features
  
• Marketplace growth
  
• Seller and customer experience
• Day-to-day operational tasks were becoming a bottleneck.

SquareOps’ Role: Managed DevOps Partner

SquareOps engaged as a long-term Managed DevOps partner, owning platform reliability, cloud operations, and 24×7 support.

What SquareOps Does (Managed DevOps Scope)

1. 24×7 Production Support & Monitoring

SquareOps provides continuous monitoring and on-call support:

• 24×7 monitoring of applications, infrastructure, and databases
• Real-time alerts for failures, latency spikes, and resource exhaustion
• Dedicated on-call DevOps engineers for P1/P2 incidents
• Immediate response outside business hours
  
  

Operational Metrics

• Availability (monthly): [99.9%+]
• P1 Incident Response Time: [< 15 minutes]
• Mean Time to Detect (MTTD): [< 5 minutes]
  
  

2. Incident Management & Reliability Operations

For every production incident, SquareOps handles:

• Incident triage and containment
• Root cause analysis (RCA)
• Preventive actions to avoid recurrence
  
  

Reliability Metrics

• Mean Time to Resolution (MTTR): [< 45 minutes]
• Repeat Incident Reduction: [↓ 40–60% over time]
• P1/P2 Incident Count: [Trend tracked monthly]
  
  

3. Cloud Infrastructure Management

SquareOps manages the complete cloud layer:

• Compute, database, and storage operations
• Networking, load balancers, and security controls
• Capacity planning for seasonal and campaign traffic
• Controlled, production-safe infrastructure changes
  
  

Infrastructure Metrics

• Unplanned Infrastructure Downtime: [≈ 0 incidents / quarter]
• Capacity Utilization Efficiency: [> 65–75% sustained]
• Change Success Rate: [> 98%]
  
  

4. CI/CD & Release Support

To support frequent deployments without disruption:

• CI/CD pipelines are continuously monitored
• DevOps support during releases and hotfixes
• Rollback strategies validated and ready
  
  

Delivery Metrics

• Deployment Success Rate: [> 99%]
• Deployment-Related Incidents: [Near zero]
• Release Support Coverage: [100% production releases]
  
  

5. Proactive Monitoring & Preventive Care

SquareOps focuses on preventing incidents before users are impacted:

• Trend analysis on alerts, resource usage, and performance
• Early identification of scaling or configuration risks
• Recommendations for reliability, performance, and cost improvements
  
  

Proactive Ops Metrics

• Issues Prevented Before User Impact: [Tracked monthly]
• Alert Noise Reduction: [↓ 30–50%]
• High-Risk Findings Addressed: [100% tracked to closure]

How We Operate: Managed Service Model

SquareOps operates as an extension of the OurShopee engineering team.

• Defined SLAs for response and resolution
  
• Dedicated escalation paths for critical incidents
  
• Shared communication channels for production issues
  
• Regular operational reviews and reporting
  
  

Engagement Metrics

• SLA Adherence: [> 99%]
  
• Customer Satisfaction (Ops): [CSAT ≥ 4.5 / 5]
  
  

Outcomes & Business Impact

Through the Managed DevOps engagement, OurShopee achieved:

• High platform availability, including nights, weekends, and peak campaigns
  
• Faster incident response, reducing customer-visible impact
  
• Lower operational load on internal engineering teams
  
• Higher release confidence, even during high-traffic windows
  
• Stable and scalable infrastructure aligned with business growth
  
  

Why Managed DevOps Worked for OurShopee

• E-commerce platforms need continuous operations, not part-time support
  
• Clear DevOps ownership improves reliability more than tooling alone
  
• Proactive operations reduce outages and firefighting
  
• Managed DevOps scales better than ad-hoc on-call models
  
  

Key Takeaways for E-Commerce Platforms

• 24×7 support becomes essential beyond a certain scale
  
• Managed DevOps reduces risk without slowing product delivery
  
• Preventive operations cost less than reactive outages
  
  

Metrics-driven operations build long-term reliability

Ready to keep your e-commerce platform always on?

SquareOps provides 24×7 Managed DevOps services to ensure high availability, fast incident response, and reliable operations without adding operational load to your engineering teams. Let’s talk about building a stable, scalable, and stress-free production environment.