A Dive into Our Managed Services Program

Written by Fabian Duft

Introduction:

In today’s rapidly evolving digital landscape, businesses are continually seeking ways to optimize their operations while ensuring security and reliability. Managed services have emerged as a key solution, offering businesses the opportunity to offload their IT burdens and focus on core competencies. In this blog post, we’ll delve into a recent project in which we took over customer workloads for sport and finance products of one of the most visited websites in Germany, outlining our journey from initial meetings to customer onboarding and ongoing improvements.

1. Initial Meetings: Understanding Customer Needs

Our journey began with a series of initial meetings with the client to thoroughly understand their needs and workloads. We engaged in open dialogue to grasp the details of their existing infrastructure and operations. These discussions were crucial in laying the foundations for a successful partnership, allowing us to tailor our solutions to meet the specific requirements of the client.

2. Signing of the Contract: Strengthening the Partnership

Following discussions and negotiations, we reached a mutual agreement and signed the managed services contract. This enhanced our partnership and signaled kreuzwerker’s commitment to delivering exceptional managed services to our client.

3. Customer Onboarding: Setting the Stage for Success

Customer onboarding is a critical phase in any managed services engagement. It sets the stage for a seamless transition and ensures that both parties are aligned in terms of expectations and deliverables. Our onboarding process consisted of several key steps:

Infrastructure Assessments: We conducted comprehensive assessments of the client's infrastructure, spanning non-AWS infrastructure (external data providers for sports/finance data), AWS accounts, architecture diagrams, disaster recovery plans as well as access to relevant systems. These assessments provided valuable insights into the existing operations setup, allowing us to identify areas for optimization and improvement.

Security Checks and Improvements: Security is of great importance in today's digital landscape. kreuzwerker therefore conducted a thorough security analysis to identify vulnerabilities and implemented robust measures to improve the overall security of our customers' workloads. This included introducing best practices, implementing security protocols and reducing attack vectors against potential threats.

Customer Support Channels: We worked closely with the client to establish clear channels for customer support, including maintenance windows, service level agreements (SLAs), and communication in our service desk.
Additionally, we set up a dedicated 24/7 on-call support system to ensure prompt resolution on critical issues of the production workloads. For this, we analyzed the occurrence and impact of previous incidents independently and with the help of the former operations team. This analysis helped us fine tune existing monitors and set up new monitors in order to reduce false positives and focus on relevant alerts.

Improving Existing Workloads: In addition to the general onboarding tasks, we focused on improving the performance and security of the client's existing workloads. This involved

• Updating software to the latest security releases

• Implementing best practices based on security hub findings like

1. Disabling public access to S3 buckets

2. Closing inbound ports while making use of SSM and port forwarding

• Using OIDC in CI/CD pipelines instead of static IAM credentials

• Optimizing AWS costs

Taking over managed services is not just about taking over operations. It's about building trust, understanding details, and seamlessly integrating into our client's environment. Our onboarding process is a good example of this.

Two Months of Shadowing Phase: Learning and Collaborating
Upon initiation, we embarked on a two-month shadowing phase, working closely with the existing operations team. This period was important as it allowed us to get familiar with the client's environment, understand their workflows and gain firsthand experience with the challenges they faced. Collaborating side by side with the previous operations team enabled us to build rapport, foster mutual respect, and lay a solid foundation for the future collaboration.

Transition to Independence: Taking the Lead
After two months of intensive shadowing, we transitioned to a two-week period where the managed services team of kreuzwerker took the lead, with the previous operations team standing by to offer support if needed. This phase was a testament to our readiness and preparedness to assume full responsibility for the customer's workloads. With the support of our experienced team and the knowledge gained during the shadowing phase, we confidently navigated challenges, resolved issues, and ensured a smooth transition.

Operating Alone: Confidence in Our Capabilities
After the two weeks of having the lead, we operate independently, seamlessly managing our customer's workloads with precision and expertise. The journey from shadowing to independence was not just about acquiring technical skills. It was about building relationships, gaining trust, and demonstrating our commitment to meet the customer expectations, ensuring continued success for our client.

Conclusion:

Our managed services program has enabled us to successfully take over customer workloads for sport and finance products of one of Germany's most viewed websites. Through collaborative partnerships, comprehensive onboarding processes, and ongoing improvements, we have helped our client optimize their operations, enhance security, and achieve greater peace of mind. As we continue to evolve and adapt to the changing landscape of technology, we remain committed to delivering exceptional managed services that drive value and foster long-term success for our clients.

If you're interested in kreuzwerker’s MSP offering, you can find more details under: https://aws.kreuzwerker.de/en/managed-services