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ENABLED HIGH PERFORMANCE FOR HYBRID CLOUD ENVIRONMENT AND IMPROVED IT OPERATIONAL MATURITY FOR THE AMERICAN FAST-FOOD RESTAURANT CHAIN - JACK IN THE BOX

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THE CLIENT

 

The large American fast-food restaurant chain – Jack in the Box.

BUSINESS OBJECTIVE

The client aimed to enhance the operational management of their hybrid cloud environment and end-user services to address issues of low operational automation and infrequent database refreshes resulting in inefficiencies. They were looking to

  • Improve service management, SLA tracking and reporting
  • Enable automated deployments using CloudFormation Templates/IaC (Infrastructure as code) solutions
  • Integrate advanced monitoring and observability features into their IT infrastructure to improve their IT environment's visibility
  • Optimize resource performance by following appropriate thresholds and best practices for AWS RDS.

SOLUTION

 


Mphasis conducted a review of the AWS environment using the AWS Well-Architected framework. This led to improvements in the observability and monitoring of the hybrid cloud environment. To meet the client’s future need of reducing reliance on on-prem workloads and/or AWS IaaS services, we recommended increasing the consumption of PaaS and SaaS models.


We offered support with AWS Advisory and Migration services and suggested conducting regular assessments based on the AWS Well-Architected framework to ensure a secure, high-performing, resilient, and efficient hybrid cloud environment.


We implemented Mphasis' best practices on their ServiceNow platform to enable service management team to handle cross-functional services.

We are providing the following services to the client through integrated delivery model :

  • Create/update and manage AWS CFT / Terraform Templates for resource provisioning.
  • Manage ongoing integrated IT operations for hybrid cloud environment to increase the maturity from 1.0 to 3.0.
  • Leverage Mphasis accelerators like OptiCloud, TagSync, uDoctor, NetOS for delivering efficient and optimized services.
  • Reduce technical debt and increase the availability of the network environment, spread across the Client’s restaurants.
  • Support key AWS services like EC2, EBS, S3, RDS, AWS IAM, AWS SNS, LightSail, FSX, VPCs, AWS Workspaces, Patching Services, CloudWatch, AMI.
  • Leverage Account Vending, Service Stack, Monitoring and SRE, Codified Guardrails, Automation Pipelines, Self-Serve capabilities to automate the processes.
  • Provide 24*7 coverage for L1.5 Datacenter & AWS operations and 12*5 coverage for key support functions.
  • Manage Wintel, Linux servers, Storage & Backup support.
  • Support Data Network including Firewall, Wireless, Switches, Load Balancers, and network invoice management.

BENEFITS

~30% auto-resolution of tickets E.g.: Threshold tickets, service down issues

~30% tickets reduction due to improved AWS environment and On-Prem resources’ optimization

Reduced OpEx costs due to AWS resource optimization and performance improvements via Mphasis Accelerators

Reduced RDS and DB performance issues

Reduced MTTR while improving CSAT