Services / Managed operations

Managed Services

Defined operational ownership for telecom and data platforms after they enter production.

Bonyan can operate selected applications, databases, data flows, and platform components under an agreed responsibility model. The service scope identifies what we administer, what remains with the operator or other suppliers, which changes are authorized, and how incidents and service requests are handled.

  1. 01MonitorHealth and service signals
  2. 02RespondIncidents and requests
  3. 03MaintainControlled platform care
  4. 04ImproveReview recurring issues
Service scope

Operational Work We Can Own

Responsibilities are selected per engagement; managed service does not imply unrestricted control of the full technology estate.

01

Application Administration

Health checks, configuration maintenance, schedules, queues, services, certificates, log review, and routine platform administration.

02

Data-Flow Operations

Supervise mediation, ETL/ELT, CDC, and scheduled processing; investigate rejects, delayed feeds, failed jobs, and controlled reruns.

03

Telecom Platform Support

Operate agreed components across mediation, charging, billing, partner settlement, provisioning, and real-time decisioning.

04

Incident and Problem Management

Triage incidents, collect evidence, apply authorized runbooks, coordinate dependencies, investigate recurrence, and track corrective actions.

05

Release and Change Support

Plan, review, deploy, verify, and roll back approved configuration and software changes within the agreed change process.

06

Backup and Recovery Operations

Monitor backup jobs, perform agreed restore tests, maintain recovery procedures, and support continuity exercises with infrastructure owners.

Service definition

Clear Responsibilities Before Operations Begin

A support promise is only useful when the systems, hours, priorities, authorities, dependencies, and exclusions are explicit.

ScopeCovered platforms, environments, interfaces, and operational tasks.
AvailabilityService hours, on-call coverage, channels, and planned maintenance handling.
PrioritiesSeverity definitions based on impact, urgency, and affected service.
TargetsResponse, update, and restoration objectives agreed for the engagement.
AuthorityApproved runbooks, access levels, change controls, and escalation thresholds.
DependenciesOperator teams, vendors, infrastructure owners, and third-party support routes.
Onboarding

A Controlled Transition into Service

  1. 01
    Assess

    Review architecture, known issues, access, documentation, monitoring, support contracts, and operational risk.

  2. 02
    Baseline

    Record configurations, service inventory, dependencies, expected behavior, and open exceptions.

  3. 03
    Prepare

    Agree runbooks, escalation, reporting, change authority, tooling, and knowledge transfer.

  4. 04
    Stabilize

    Begin with supervised operation before moving to the steady-state responsibility model.

Service review

Measure What Operations Can Act On

  • Incident volume, impact, aging, and recurrence
  • Response and restoration performance against agreed objectives
  • Change outcomes, failed changes, and rollback observations
  • Capacity, queue, processing, and platform-health trends
  • Known risks, technical debt, and improvement actions
  • Decisions and dependencies requiring operator ownership
Related services

Match the Service to the Responsibility Needed

24/7 MonitoringUse when detection and escalation are required without broader operational ownership. ImplementationBuild or modernize the platform before operational transition. Technical StaffingPlace specialists under the operator's direct technical and delivery management.