Improving platform stability through
managed services.
How BI3 transformed a major Australian FMCG company's fragile, reactive data platform into a stable, proactively managed operation — restoring confidence, eliminating critical outages, and freeing the internal team to focus on strategic work.
A platform too fragile for staff to take leave.
The company's strategic data platform was unstable and placing significant strain on internal teams. The incumbent partner lacked transparency, rotated resources without notice, failed to honour agreed deliverables, and did not demonstrate shared investment in the company's strategic outcomes. The situation had deteriorated to the point where internal staff could not take leave with confidence — and key personnel were considering resignation. Talented engineers were trapped in operational BAU, IP retention was at risk, the company was often the first to detect data issues rather than the support team, and without mature operations there was no objective measurement of data quality, incident volume, or resolution time.
From reactive support to proactive operations.
BI3 implemented a comprehensive managed services and operations model — combining end-to-end L1–L3 support, structured incident management, proactive monitoring, a Site Reliability Engineering (SRE) approach, CI/CD automation, and SLA-driven service management. All work was governed under a structured delivery framework combining three pillars: Operations, Continuous Improvement, and Small Work Requests.
Platform support & capability uplift
End-to-end L1–L3 incident management with daily monitoring, timely resolution, root-cause analysis, and permanent fixes — plus targeted upskilling of the company's internal team.
Operational resilience & continuity
Robust incident-handling processes, documentation, knowledge transfer, and operational dashboards — ensuring continuity even when permanent staff were on leave.
Systemic improvements & automation
SRE approach with CI/CD pipelines, automated monitoring routines, cloud cost monitoring tools, and problem-management workflows to reduce manual effort and error rates.
Transparent, measurable support
SLA-driven framework covering the entire Azure data stack — incident tracking, small work request handling, and disciplined post-incident review processes.
Secure runbook rebuild
Audited all operational documentation, rebuilt outdated runbooks from the ground up, and validated against best practices in cloud data engineering.
End-to-end pipeline ownership
Full ownership of pipeline and reporting health including upstream system liaison — improving trust in data and providing peace of mind across all business units.
The full Azure data stack — owned, monitored, automated.
End-to-end coverage across Azure Data Factory, Databricks, Azure SQL, Blob Storage, and Power BI — combined with an SRE approach, CI/CD pipelines, and automated monitoring. Delivered by a distributed onshore-offshore team with 24/7 coverage capability at a competitive price.
Reactive support, replaced.
A platform engineers can trust.
SLA adherence
Every incident resolved within agreed timeframes.
Critical outages
Zero critical outages across the entire engagement period.
Scope completion
All deliverables on schedule and to standard.
Trial → extension
3-month trial confirmed delivery and extended to a 1-year-plus partnership.