How SquareOps Supports OurShopee With 24×7 Managed DevOps Services for a High-Traffic E-Commerce Platform
- Ankush Madaan
- Case Studies
About
This case study highlights how SquareOps supports OurShopee with 24×7 Managed DevOps Services, ensuring high availability, continuous monitoring, and reliable operations for a high-traffic e-commerce platform running on AWS.
Industries
- Cloud Infrastructure, E-Commerce, High-Traffic Platforms, Managed DevOps, Online Marketplaces
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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.
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