Automated Support System for Indian SVoD Platform

This case study outlines the collaboration between a major Indian SVoD platform and Tech Mahindra to develop an automated, 24/7 support system aimed at enhancing cloud and content management. The primary objective was to reduce the time required to resolve incidents, improve platform uptime, and automate infrastructure management by employing DevOps best practices. The study details the challenges faced by the client, including the need for efficient issue resolution and the management of a complex content delivery pipeline. It describes the implementation of a cloud-based support team that managed DevOps, cloud administration, and application monitoring, ensuring round-the-clock visibility. The case study also highlights the establishment of automated testing and monitoring tools, which contributed to faster service request turnaround and reduced operational costs. Furthermore, it emphasizes the importance of real-time dashboards for monitoring application health and performance, enabling proactive management of infrastructure and application issues.