On a mission to transform healthcare through data and advanced analytics, a leading HealthTech innovation company, approached Trianz to manage its AWS infrastructure. Trianz, an AWS Advanced Consulting Partner and Managed Services Provider, was enlisted to manage client’s AWS environment to achieve optimal levels of efficiency in Infrastructure, Network and Security Operations, and maintain high availability and reliability.

What Was Client Looking to Achieve?

Client sought a strategic solution provider to maintain and ensure its cloud platform operations run optimally and continuously.

Maintaining 24/7 infrastructure support and availability was crucial as the cloud platform is responsible for consolidating a patient’s complete medical and behavioral profile through aggregating their medication, lab, genomic, device, EMR, and wearable data.

To manage the health and availability of the platform, client selected Trianz for continuous monitoring and support, ensuring security controls, and maintaining HIPAA/HITECH regulatory compliance requirements.

How the Trianz Approach Ensured Client’s Analytics Platform Remained Secure and Compliant

On-boarding & Assessment: Trianz consultants sat down with client’ leadership to understand their unique business needs and challenges. The Trianz subject matter experts then performed a detailed assessment of client’s AWS footprint in the areas of Cloud Adoption, Networking, Operating Systems, Databases, Release Automation, Compliance, Security, Backup & Disaster Recovery.

Define Scope & SLAs: All the audit outcomes were categorized into buckets depending on the criticality & client’s Priority. Then the scope of managed services was defined, and roles & responsibilities were identified for Level 1/2/3 associates.

Standard Operating Procedures were outlined and were presented to clients’ leadership team.

Trianz adopted AWS and standard industry best practices for security and compliance to implement agreed security controls. In addition, internal security policies and procedures were jointly evaluated to safeguard access credentials and restrict access to information to authorized personnel.

Engagement: Concierto, a Trianz multi-cloud operations platform and ticketing engine, has been onboarded to manage the client’ AWS Environment proactively 24/7. In addition, client could also reach Cloud Operations Center (Trianz CLOC) for additional support.

Managed Services Activities

Trianz Device Managed Services provided service activities that included proactive and reactive support to manage the operating system and middleware. As part of the managed service engagement, Trianz was responsible for the following 24/7 support services:

  • Incident Management

  • Network Operations

  • Server Monitoring & Maintenance

  • Server Backup / Restoration

  • Database Administration

  • Database Archival/Backup, Restoration & Purging

  • Log Monitoring & Management

  • Security Operations

Technology Components

Managed Services Platform (Concierto): During the lifecycle of the managed services engagement, Trianz used the Concierto Support Portal for client communication, user administration, catalog incident, change & event management, and infrastructure health checks and compliance. High-level features of the cloud portal included:

  • Planned Activity (PA) Approval Workflow for Change Management

  • Root Cause Analysis (RCA) Approval Workflow for Problem Management

  • Scheduled Activities

  • Infrastructure Monitoring

  • Document Repository

  • Reporting of SLA / Availability Information

AWS Services: Amazon GuardDuty, Amazon Inspector, AWS WAF, AWS Certificate Manager, AWS Shield, AWS IAM, AWS Security Hub, Key Management Service, Redshift, Amazon Connect, Lex, Pinpoint, Amazon VPC, Amazon EC2, Amazon EC2 autoscaling, Elastic Load Balancing, Amazon s3, Amazon EBS, Amazon Route53, Amazon CloudFront, Amazon CloudWatch, Amazon CloudTrail, AWS Config, AWS CloudFormation, Amazon RDS, AWS Lambda.

Transformational Effects

By successfully allocating resources between an on-shore/off-shore team of Level-1 Cloud Operations Engineers, a Systems Engineer, a Senior Systems Engineer, and a Solutions Architect. Trianz managed services team provided the cost-effective IT support arm to monitor, maintain, and manage client’ IT infrastructure for rapid issue response.

During the 24/7 management and maintenance of the AWS infrastructure, client experienced zero downtime and 100% availability, better enabling the HealthTech company to focus on providing earlier diagnosis, better treatment outcomes, and improving the quality of life for patients through advanced analytics.

Published: 2023-03-09

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