TechOps
Day-to-day operation of the live estate — monitoring, capacity management, change control, and a clear escalation path when something breaks. 24/7 monitoring, on-site and remote engineering support.
What We Deliver
Running a live technology estate — broadcast systems, security infrastructure, networks, and cloud platforms — requires constant attention. Alerts need triaging, capacity needs managing, changes need controlling, and when something breaks, the right engineer needs to be on it within minutes. Satworks TechOps provides the operational discipline and engineering resource to keep your systems running at peak performance, with clear SLAs, documented processes, and a named team that knows your environment.
Core Capabilities
24/7 Monitoring & Alert Triage
Continuous monitoring of all managed systems with automated alerting. Alert triage by experienced engineers — distinguishing real incidents from noise. Escalation to on-call specialist within defined response times.
Capacity & Performance Management
Proactive capacity monitoring to identify resource constraints before they cause incidents. Performance trending and forecasting. Recommendations for capacity upgrades before they become urgent.
Change & Configuration Control
Formal change management process for all modifications to production systems. Change advisory board review for high-risk changes. Configuration management database (CMDB) keeping asset records current.
Incident Management
Defined incident response process with severity classification, escalation paths, and communication templates. Post-incident reviews for major incidents with root cause analysis and preventive actions.
On-Site & Remote Engineering
Named engineering team with deep knowledge of your specific environment. Remote support for software and configuration issues. On-site response for hardware failures within SLA-defined response times.
SLA Reporting & Dashboards
Monthly performance reports showing availability, incident volumes, response times, and SLA compliance. Executive dashboard for management visibility. Trend analysis identifying recurring issues.
Case Studies
Dubai, UAE
Broadcast Media Group
99.97%
Broadcast Availability
Challenge
24/7 broadcast operation with no dedicated operations team. Engineers responding to incidents reactively — often discovering problems from viewer complaints. No change control process causing frequent self-inflicted outages.
Solution
TechOps service covering broadcast infrastructure, network, and cloud platforms. 24/7 monitoring with automated alerting. Formal change management process implemented. Monthly capacity reviews. Named engineering team with broadcast expertise.
Result
Mean time to detect incidents reduced from 45 minutes (customer-reported) to under 3 minutes. Change-related outages eliminated in first 6 months. Broadcast availability improved from 99.2% to 99.97%.
UAE & Qatar
Multi-Site Retail Chain
4 hrs
Average Resolution Time
Challenge
Retail chain with 45 stores across UAE and Qatar. IT infrastructure at each store managed by store managers with no technical background. Incidents taking days to resolve. No visibility into estate health.
Solution
TechOps service for all 45 stores — centralized monitoring, remote support, and on-site response SLA. Configuration management for all store equipment. Monthly health reports per store and group-level summary for IT director.
Result
Average incident resolution time reduced from 3 days to 4 hours. IT director has real-time visibility into estate health for the first time. Store manager IT workload eliminated — they focus on retail operations.
Managed TechOps vs. Reactive IT Support
| Feature | Satworks | Typical Approach |
|---|---|---|
| Issue detection | Proactive, before users notice | Reactive, user-reported |
| Response time | SLA-defined, guaranteed | Best effort, unpredictable |
| Change management | Formal process, risk-assessed | Ad-hoc, undocumented |
| Capacity planning | Proactive, trend-based | Crisis-driven |
| Reporting | Monthly SLA and performance reports | No reporting |
| Knowledge | Named team, knows your environment | Different engineer each time |
Trusted Partners
Zabbix
Grafana
PagerDuty
ServiceNow
Datadog
Nagios
Ready to Transform Your Infrastructure?
Talk to our engineering team for a free consultation and a tailored quote for your project.