Round-the-clock reliability engineering, not reactive firefighting.
Intro
Running a production system is not the same as building one. Once something is in production, someone has to own it at 2 AM on a public holiday, triage the alert before customers notice, and fix the root cause before it happens again. Most engineering teams are not structured for that. They are structured for shipping.
Gradion's Managed Operations service fills that gap. We take on the operational load of your production systems through a follow-the-sun model anchored in Germany and Vietnam, giving you continuous coverage without building a dedicated on-call rotation in-house. Our engineers act as an extension of your team, not a separate support tier you escalate to.
The model is SRE-driven: SLO-first thinking, structured incident management, and proactive reliability work between incidents. We measure what matters, alert on what is actionable, and invest the quiet hours in making the loud hours less frequent.
What We Deliver
Follow-the-Sun Coverage
Germany and Vietnam engineering hubs provide overlapping coverage across European and Asia-Pacific business hours. On-call rotations are staffed by engineers who know your system, not a generic helpdesk reading from a runbook. Handovers are structured, documented, and tracked so context is never lost between time zones.
SLO Design and Management
Before we monitor anything, we define what reliability means for your service. We work with your team to establish Service Level Objectives tied to real user experience, build the error budget framework around them, and instrument your systems accordingly. Alerting is tuned to SLO burn rate, not raw metrics that produce noise.
Incident Response and Postmortems
When something breaks, we follow a structured response process: triage, contain, mitigate, restore. After the incident, we run a blameless postmortem and produce a written record with concrete action items. We track those items to completion. The goal is a system that fails less over time, not a team that gets better at firefighting.
Proactive Reliability Engineering
Operational time is not just spent reacting. Between incidents, our engineers work on reliability improvements: capacity planning, dependency hardening, runbook automation, chaos testing on non-critical paths. We allocate a defined portion of engagement hours to this work every sprint.
Observability and Monitoring Setup
We build and maintain the monitoring stack that makes operations possible: metrics, logs, distributed tracing, dashboards, and alert routing. Tooling is selected based on your environment, typically from the Prometheus, Grafana, OpenTelemetry, and PagerDuty ecosystem, but we adapt to what you already run.
On-Call Runbook Development
We document every system we operate. Runbooks cover standard failure modes, escalation paths, rollback procedures, and contact trees. New engineers can be productive in days, not months. Runbooks are kept live and updated after every incident.
Proof in Production
A global credential verification platform operates background check and document verification systems that require high availability across international jurisdictions. Manual operations were causing deployment delays and human error. Gradion revamped the infrastructure, introduced autoscaling and automated deployment, and eliminated manual errors with infrastructure as code. Deployments became five times faster, manual effort dropped by 30 percent, and the platform reached 99 percent automated operation.
commercetools - $1.9 billion valuation, $75 billion-plus annualized GMV, 500 million orders per year - runs its global cloud infrastructure on a three-team follow-the-sun model. Gradion provides the Vietnam leg: complete daytime ownership of the production platform, covering the same infrastructure the US and Germany teams run during their shifts. This is not a monitoring queue or an escalation path. It is one third of how the world’s leading composable commerce platform maintains 24/7 operational coverage without asking any single team to work around the clock.
Technology Stack
Monitoring and observability: Prometheus, Grafana, OpenTelemetry, Jaeger
Alerting and on-call: PagerDuty, OpsGenie, VictorOps
Logging: Loki, ELK stack, CloudWatch
Incident management: structured postmortem process, Confluence or Notion for documentation
Infrastructure: cloud-native (AWS, GCP, Azure) and Kubernetes-native environments
CTA
Describe the system. We will assess the operational risk and scope a coverage model that fits.
$75B GMV, follow-the-sun ops
commercetools processes $75B+ in annualized GMV and 500M orders per year. Gradion provides the APAC leg of their follow-the-sun cloud operations: full daytime ownership of the global production platform.
Need 24/7 infrastructure coverage without building an internal ops team?
We run your infrastructure around the clock with SLA-backed response times. Tell us your uptime requirements.