Massi MapaniCase study
Telecom Reliability Program
Reduced incident recovery time while modernizing core service workflows.
At a glance
- Role
- Technical Lead, Reliability & Platform Modernization
- Timeline
- 9 months
- Scope
- Service reliability uplift across incident response, observability, and operational governance.
- Team size
- 4 engineering squads + 2 operations teams
- Constraints
- Legacy tooling, cross-team escalation gaps, and strict uptime requirements during migration.
- Stack
- TypeScriptNode.jsAWSTerraformGrafana
Problem
Critical services were constrained by fragmented operational tooling and unclear escalation pathways.
Approach
Introduced observability standards, service ownership boundaries, and automated runbooks tied to incident classes.
Impact
Improved fault resolution speed and reduced repeat incidents while aligning controls to audit requirements.
Results
- • Reduced mean time to recovery through standardized response workflows.
- • Introduced shared ownership model across platform and operations teams.
- • Improved incident consistency with automated runbooks and class-based routing.
Metrics
MTTR down 38%
SLA adherence up 17%
Escalation clarity across 4 teams
Project links
Related work
Finance Control Layer Modernization
Implemented compliant workflow orchestration for high-volume approvals.
View case studyEnergy Operations Platform Rollout
Scaled operational reporting across regional teams with governance controls.
View case study