About the Client:
The client is a global medical device company that is changing lives through better smiles. It reimagines and reinvents the way orthodontic and restorative treatment is presented and delivered to millions of people around the world through our network of Invisalign-trained doctors. Their Invisalign system is the most advanced clear aligner system in the world, trusted by more than 10.2 million people worldwide to improve their smiles.
The client faced the challenge of continuously monitoring the health reports and status of all Azure Services and Database objects. The responsibility of L3 Support was to diagnose and troubleshoot production issues promptly. To streamline issue tracking and resolution, the team implemented Confluence wiki pages to identify recurring issues and document solutions for immediate implementation.
Brillio offered round-the-clock (16*6) support to the client’s businesses. When an issue arose, the team promptly assessed its severity, categorizing it as P1, P2, or P3, and notified the respective BU (Business Unit) heads. Additionally, Brillio utilized JIRA to create tickets for initial Root Cause Analysis (RCA). To ensure effective resolution, the team followed a systematic approach of testing the identified issue in the lower environments. Proposed fixes were then shared with relevant business stakeholders for further implementation.
Following Brillio’s implementation, the client successfully maintained continuous monitoring of ADF (Azure Data Factory) pipelines and Data Bricks Jobs, ensuring timely updates were shared with relevant business stakeholders.
Additionally, a monthly manual activity was conducted to address any discrepancies that arose between business data and the database, thus ensuring data accuracy and integrity.
By implementing these solutions, Brillio helped the client optimize their operations and enhance overall efficiency in managing their medical device business.