Billing Platform

24/7 SRE and DevOps support for billing platform

Building a global 24/7 ops team is cost-prohibitive, yet rotating contractors constantly lose critical knowledge. How do you find a partner that provides the stability of an in-house team with the flexibility of an outsourced model?

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Integrated team for a global workforce

Global B2B Billing Platform was built utilizing a fully distributed model, allowing the leverage of global talent, a straightforward way for 24/7 support, and mitigation of the costs associated with building a large in-house team. So to build deep product knowledge, we built our relationship as a dedicated team. This facilitated the accumulation of system knowledge over the past decade, creating a seamless and trusted extension of the client’s workforce.

Quick facts

Payment Processing

Global B2B Billing Platform

Our customer provides a highly configurable billing engine for enterprise clients worldwide. They operate with a fully distributed team and require 24/7 global operational support.

See their feedback

12

Years as a trusted infrastructure partner

For over a decade, we have acted as an exclusive, remote SRE and DevOps unit. The client describes the relationship as "as close as you can get to having an employee team," built on deep institutional knowledge.

The best couple
AWS + EKS

We provide end-to-end management of the AWS infrastructure, using EKS to orchestrate their Java applications and batch process them within a secure and PCI DSS-compliant environment.

"I’m most impressed with ITsyndicate’s dedication, willingness to adapt, and clear communication."

Alex

Executive Manager, Billing Platform

What we did for Billing Platform

Dedicated team & integrated operations

For a global B2B billing solution, relying on rotating contractors created a fragmented knowledge base and inconsistent results. Our client needed a partner who could provide the stability and ownership of an in-house department without the overhead, ensuring that institutional knowledge was retained and operations were fully transparent. So we proposed to establish:

  1. Dedicated team structure: We moved away from a rotating roster to a dedicated team of named engineers. This structure allowed our team to develop a deep knowledge base of the product over the years, enabling us to provide a service the client describes as "as close as you can get to having an in-house team.
  2. Integrated tooling: To eliminate the "black box" of outsourcing, we manage all requests and tasks directly within the client's Jira instance. This gives them real-time visibility into our workflow, supported by weekly sync meetings that ensure clear communication and alignment on priorities.

Secure infrastructure management

Managing a PCI DSS-compliant platform for a global client base requires more than just keeping the lights on. It demands proactive security management and 24/7 responsiveness to ensure that critical billing operations never face downtime, regardless of the time zone. So our team took accountability for these processes:

  1. End-to-end AWS management: We hold full responsibility for the secure, PCI DSS-compliant infrastructure on Amazon Web Services. This includes the daily management and optimization of Kubernetes (EKS) clusters, RDS databases, and all production environments that support their global operations.
  2. Proactive maintenance and 24/7 global support: Using a monitoring stack of Prometheus, Grafana, and ELK, our SRE team provides ongoing maintenance and handles off-hours upgrades across multiple time zones. This proactive support delivers the responsiveness and efficiency the client values most, preventing issues before they impact users.

Enterprise-level SRE & DevOps: FAQ

Because rotating engineers never accumulated deep context. Each shift re‑learned the system, which slowed incident response, led to repeat issues, and eroded stakeholder confidence.

Moving to a named, dedicated team created persistent ownership, faster MTTR, and lasting reliability improvements.

We integrate a fixed team of SRE & DevOps engineers responsible for specific services, environments, and runbooks.

All work is managed through your ticket system, and weekly meetings ensure that priorities remain aligned.

Over time, this institutional knowledge accumulates, making the collaboration feel as close as possible to having an internal team.

We manage Amazon EKS clusters for Java services and batch workloads, as well as RDS and supporting infrastructure.

Our approach includes implementing least-privilege IAM, ensuring encryption both in transit and at rest, maintaining network segmentation, and conducting continuous compliance checks.

We utilize Prometheus, Grafana, and ELK for observability, which enables proactive alerting and rapid diagnosis.

We implement a follow-the-sun on-call rotation with a dedicated team, ensuring clear escalation paths and detailed runbooks.

Maintenance, patching, and upgrades are scheduled during off-hours to minimize impact on operations.

This model allows us to provide round-the-clock responsiveness without the additional overhead of a large in-house staff.

  • Reduced Mean Time to Repair (MTTR) due to consistent service ownership and optimized alerts.
  • Fewer repeat incidents are achieved through root-cause fixes and updated runbooks.
  • Safer releases facilitated by pre-deployment checks, canary deployments, blue-green deployments, and quick rollbacks.
  • Improved visibility through Jira-tracked work, weekly reviews, and Service Level Objective (SLO) dashboards.
  • Enhanced compliance in line with PCI DSS controls.
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