Case Studies
Integration · Life Sciences
Managed Integration Support for a Global Life Sciences Enterprise
A structured CoE model reduced ticket noise and improved reliability for critical integration flows.
⏱ 6 months👥 1 integration architect + 4 support engineers
Overview
The client required stable middleware operations for global business processes but faced recurring incidents and inconsistent handoffs between operations and development teams.
29%
increase in support efficiency
8 to 5
operations team optimization
41%
reduction in repeat incidents
99.2%
monthly integration availability
The Challenge
What We Were Solving
Incident backlog growth, unclear ownership between support layers, and limited runbook maturity impacted SLA performance for integration-dependent business processes.
Our Approach
How We Solved It
- Executed phased knowledge transition for 120+ active interfaces.
- Established severity-based incident handling and root-cause review cadence.
- Created runbooks for top recurring failure patterns and retry procedures.
- Introduced CoE governance for design review and release quality checks.
- Aligned operations, architecture, and delivery teams through weekly service boards.
Technology Stack
Tools & Platforms Used
MuleSoft AnypointOracle ERPServiceNowSplunk
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We moved from reactive firefighting to predictable operations with measurable SLA control.
Director of Enterprise Integration, Helix BioSystems (name changed)