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Case Study: Automating Digital Resilience at Global Scale

How a global digital-transactions leader engineered a self-healing IT foundation, and what the model means for enterprises like P&G.
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Key Takeaways for P&G

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  • P&G's digital operations, from DTC platforms to always-on storefronts across dozens of markets, run on the same kind of infrastructure at stake here.
  • Unified monitoring and clear escalation ownership can cut incident volume and alert noise significantly.
  • Automating routine compliance work like Secure Sockets Layer (SSL) certificate renewals and Operating System (OS) patching, frees engineering talent to focus on innovation.
  • A self healing, Site Reliability Engineering (SRE) driven foundation turns infrastructure from a risk into a competitive advantage.
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Client Overview: A global leader in digital transactions, processing over $3 billion annually across 220+ markets, relies on highly robust, scalable infrastructure to deliver seamless, uninterrupted digital experiences to its consumers worldwide.

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The Challenge: Reactive Operations Dragging on Commercial Velocity

The organization was grappling with critical infrastructure inefficiencies that compromised system stability and slowed their speed-to-market. A massive volume of operational incidents, compounded by excessive alert noise across disparate monitoring platforms, overwhelmed internal support teams and eroded service reliability.
Core infrastructure activities such as SSL certificate renewals, DNS modifications, and system patching remained heavily manual. This reactive posture introduced compliance vulnerabilities, prolonged resolution timelines, and tied up high-value engineering talent with routine maintenance.
Incremental IT improvements could not support their future scale. The organization needed a strategic partner capable of stabilizing the environment, institutionalizing process rigor, and driving automation to transform infrastructure into a proactive, resilient engine.

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The Sutherland Blueprint: Engineering a Self-Healing IT Foundation

To eliminate operational friction and accelerate digital agility, Sutherland established a dedicated, offshore Technical Operations Center (TOC) underpinned by a rigorous Site Reliability Engineering (SRE) foundation:

Unified Toolchain & Proactive Diagnostics

Integrated real-time monitoring across a unified ecosystem — Zabbix, Pingdom, ServiceNow, Grafana, and OpenSearch — to drastically enhance incident detection and root cause analysis.


Workflow Streamlining & Escalation Control

Sutherland assumed full ownership of Level 1 and Level 2 incident diagnosis, absorbing and resolving issues to free Level 3 engineering teams to focus on product innovation and speed-to-market.


Relentless Automation

Implemented Jenkins-based CI/CD pipelines across production environments and automated critical compliance activities, including monthly OS patching, CName records, and SSL certificates.


Seamless Operational Transition

A structured shadow and reverse-shadow model facilitated a flawless handover from incumbent, underperforming vendors, ensuring zero disruption to daily operations.


The Outcome: Turning Infrastructure Into a Growth Engine

Sutherland's SRE and automation strategy delivered immediate, measurable improvements in system reliability and efficiency, keeping the digital consumer experience irresistibly superior while yielding compelling cost savings within the first six months.

85%

FEWER INCIDENTS

Down from 6,000+ to just 850 per period

60%

LESS ALERT NOISE

Improved monitoring cut MTTR sharply

100%

COMPLIANCE & SECURITY

Automated SSL renewals & OS patching;
all SOC milestones met

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PARTNERSHIP EXPANDED

Client awarded a new cloud transformation project

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Why This Matters for P&G

P&G's digital footprint: DTC platforms, retail-media integrations, and always-on e-commerce storefronts across dozens of markets, runs on infrastructure that consumers never see but always feel the moment it falters.
The same SRE-driven principles that helped this global digital-transactions leader cut incidents by 85% and hit full compliance are directly transferable to an organization operating at P&G's scale and complexity.
For a company like P&G, that could translate into fewer P1 incidents disrupting commercial calendars, engineering talent freed from routine patching to focus on innovation, and a compliance-ready, self-healing infrastructure built to support the next wave of digital growth.
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Let's build P&G's self-healing IT foundation.

Sutherland partners with global enterprises to turn fragile, reactive infrastructure into a proactive, compliant, and resilient engine. Let's discuss what this transformation could look like for P&G's digital operations.

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