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Client: Multinational Oil Gas & Corporation
Scope: End-to-end design and implementation of a global database support framework ensuring business-critical system uptime.
A leading global oil & gas company faced significant challenges in managing critical Oracle database infrastructure across regions with varying time zones. With systems supporting upstream operations, trading platforms, and real-time analytics, even minor downtime could disrupt operations or regulatory compliance.
To meet the growing demand for 24/7 database availability, the company partnered with our team to design a scalable, high-performance DBA support strategy that leveraged global coverage, proactive monitoring, automation, and standardized operations.
Ensure round-the-clock uptime for mission-critical Oracle environments supporting real- time decision-making.
Implement a model that spans all time zones, minimizing latency and downtime during off-hours.
Detect anomalies and resolve issues before they impact production, using robust alerting and automation tools.
Align with international standards (e.g., SOX, GDPR) through strict access controls, audit logs, and timely patching.
Establish full disaster recovery protocols, ensuring rapid restoration of services in case of failures or data loss.
| Challenge | Description |
|---|---|
| Limited Support | Existing regional DBA teams couldn't provide 24/7 coverage, leaving gaps during nights/weekends. |
| Window | Gaps during nights/weekends. |
| Slow Incident Response | High Mean Time to Recovery (MTTR) due to time-zone delays. |
| Resource Burnout | Teams were overstretched, leading to errors and decreased morale. |
| Inconsistent Processes | Lack of unified SOPs and escalation paths across geographies. |
| Tooling Deficiencies | Monitoring and automation tools were insufficient or underutilized. |
To address the challenges, we adopted a “Follow-the-Sun” support model, dividing responsibilities across three key regions:
Handles production incidents and escalations during North/South American business hours.
Focuses on system maintenance and patching.
Dedicated to monitoring, backups, and preventative operations.
A centralized handover protocol was established using Confluence and Jira to log ongoing tasks, ensuring continuity across shifts.
We also implemented an On-Call Rotation system to cover holidays, weekends, and non-business hours, with defined L1, L2, and L3 roles.
| Category | Tools Used |
|---|---|
| Monitoring & Alerting | Oracle Enterprise Manager (OEM), Nagios, Prometheus |
| Automation | Ansible, Shell scripting, Cron jobs |
| Backup & Recovery | RMAN, Oracle Data Guard, Oracle GoldenGate |
| Collaboration & Documentation | Jira, Confluence, Slack, MS Teams |
| Logging & Observability | Splunk, Grafana |
Custom dashboards were created to visualize system health, backup success rates, and SLA adherence in real time.
| Region | Team Size | Focus |
|---|---|---|
| Americas | 12 DBAs | Incident response, escalations (L2/L3), production support |
| APAC Team 1 | 3 DBAs | Routine maintenance, patching, compliance |
| APAC Team 2 | 10 DBAs | Proactive monitoring, backups, preventive actions |
Each region was aligned with a Global DBA Manager to ensure consistent communication, training, and performance tracking.
| Priority | Response Time | Resolution Time |
|---|---|---|
| P1 – Critical | < 15 minutes | < 2 hours |
| P2 – High | < 30 minutes | < 4 hours |
| P3 – Medium | 3 DBAs | < 1 business day |
| P4 – Low | Within 1–2 business days | As scheduled |
We defined a tiered escalation matrix, ensuring a clear path for rapid incident escalation and resolution, including L1 triage, L2 technical deep dives, and L3 SME involvement.
Business units experienced near-zero downtime across global operations.
Faster response times and a structured escalation model significantly improved recovery speeds.
All regional teams aligned on process playbooks, reducing variability and human error.
Centralized logging and controlled access satisfied regulatory audits with minimal findings.
The new model is flexible and scalable to support future business growth, M&A activities, and cloud migrations.
Incident Response Time – Time to acknowledge alerts.
Mean Time to Recovery (MTTR) – Average time to full service restoration.
SLA Adherence Rate – % of issues resolved within defined timelines.
Backup Success Rate – % of successful backup jobs over total jobs.
Patch Compliance – % of systems compliant with latest security patches.
All KPIs were visualized in dashboards shared weekly with IT leadership.
Optimize shifts and backfill critical roles.
Fully deploy automation and observability tools.
Document all DBA runbooks and escalation protocols.
Share and enforce SLAs with business stakeholders.
Run skill-sharing sessions to unify expertise across locations.
Monthly reviews of KPIs and stakeholder feedback to refine operations.
“This new model has transformed our DBA operations — outages have dropped, and our internal stakeholders now trust the system uptime like never before.”
IT Infrastructure Director, Global Oil & Gas Company
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