Client
Industry: Healthcare & Retail
Engagement Type: Infrastructure Incident Support & Engineering Advisory
A large enterprise organization operating mission-critical healthcare and retail platforms engaged Nuage to provide specialized engineering support across its AWS and Azure infrastructure environments.
The client had enterprise support agreements with hyperscale cloud providers but required an additional engineering advisory layer capable of correlating issues across infrastructure, operating systems, clustering technologies, authentication systems, and application dependencies during complex production incidents.
Challenge
The organization operated a complex hybrid infrastructure environment spanning:
- AWS and Azure cloud platforms
- SQL Server clustering environments
- Enterprise PKI infrastructure
- Cloud-native automation services
- Hybrid authentication systems
- Infrastructure-as-Code (IaC) environments
Operational challenges included:
- SQL Server memory spike incidents causing failover events
- Cross-domain troubleshooting complexity across infrastructure and applications
- Limited visibility into incident telemetry and root causes
- Operational risk around PKI and certificate lifecycle management
- Need for independent architecture validation across security and infrastructure
- Challenge in investigating across cloud providers, operating systems, and application layers
Traditional cloud support models were effective for platform-specific issues but less effective for incidents spanning multiple operational and technology domains.
Nuage Solution
Nuage established a specialized engineering advisory and incident support model designed to provide rapid technical engagement during high-severity infrastructure incidents.
The engagement included:
- Cross-platform incident troubleshooting
- Root Cause Analysis (RCA) support
- Infrastructure architecture reviews
- Operational resilience advisory services
- SQL clustering incident analysis
- PKI and authentication infrastructure validation
- Infrastructure automation support across Terraform, Bicep, and CloudFormation
Nuage functions as a technical coordination and escalation layer complementing the organization’s internal operations teams and hyperscaler support providers.
Infrastructure Support Scope
AWS Infrastructure Support
Nuage provides operational and troubleshooting support across:
- AWS EC2 infrastructure
- SQL Server clustering environments
- Infrastructure availability analysis
- Operating system troubleshooting
- CloudWatch-based operational analysis
Azure Infrastructure Support
Support areas included:
- Azure Functions
- Azure Logic Apps
- Azure virtual machines
- Network infrastructure troubleshooting
- Existing workflow analysis and operational remediation
Infrastructure-as-Code (IaC) Support
Nuage supports maintenance and troubleshooting of:
- Terraform templates
- Bicep templates
- CloudFormation templates
- GitHub-hosted infrastructure repositories
- Azure DevOps deployment workflows
Incident Management & Engineering Advisory Model
Nuage established an on-call engineering support framework to assist the client during critical operational incidents.
During Major Incidents
- Nuage engineers joined incident bridges within agreed SLA windows
- Teams analyzed infrastructure, OS, and clustering-layer behavior
- Diagnostic logs and telemetry were reviewed collaboratively
- RCA findings and remediation recommendations were documented
- Senior engineering experts participated in prolonged outage investigations where required
The approach improved coordination between internal teams and cloud provider support organizations during high-severity operational events.
SQL Server Clustering Incident Analysis
Nuage provided specialized support for recurring SQL Server infrastructure instability and failover incidents.
Capabilities included:
- Analysis of SQL diagnostic and memory spike logs
- Investigation of failover activity and infrastructure behavior
- RCA documentation and remediation recommendations
- Guidance on infrastructure scaling and deployment changes
- Review of clustering stability and operational patterns
The engagement helped improve visibility into recurring infrastructure instability events and supported remediation planning activities.
PKI & Authentication Infrastructure Review
Nuage reviewed the organization’s enterprise PKI and authentication architecture, including:
- Offline Root CA infrastructure
- Issuing CA services
- OCSP and CRL environments
- NDES infrastructure
- Microsoft NPS / RADIUS systems
Recommendations included:
- Validation against Microsoft security and operational best practices
- CRL lifecycle management improvements
- Proactive certificate expiration monitoring
- Operational resilience improvements for PKI dependencies
- Reduction of operational dependency on offline root infrastructure
Technologies Supported
Cloud & Infrastructure
- AWS EC2
- Microsoft Azure
- Azure Functions
- Azure Logic Apps
- Windows Server Infrastructure
Databases & Clustering
- Microsoft SQL Server Clustering
Infrastructure Automation
- Terraform
- Bicep
- CloudFormation
- Azure DevOps
- GitHub
Security & Authentication
- Microsoft PKI / ADCS
- OCSP / CRL Infrastructure
- Microsoft NPS / RADIUS
Results & Impact
The engagement significantly improved operational resilience, incident coordination, and infrastructure governance across the client’s hybrid cloud environment.
Key Outcomes
- Faster cross-domain incident analysis and troubleshooting
- Improved visibility into recurring SQL infrastructure instability events
- Enhanced collaboration during critical production incidents
- Stronger governance around PKI and authentication infrastructure
- Improved operational guidance for certificate lifecycle management
- Reduced operational risk across infrastructure and security environments
- Better coordination between internal teams and hyperscaler support providers
Key Capabilities Delivered
- Cross-platform infrastructure incident support
- AWS and Azure operational troubleshooting
- SQL clustering analysis and RCA support
- PKI and authentication architecture advisory
- Infrastructure automation support
- Infrastructure governance and resilience recommendations
- Engineering escalation and operational coordination services
Outcome
Nuage enabled the client to strengthen operational resilience across a complex hybrid cloud environment through specialized infrastructure engineering support, cross-domain incident analysis, and operational advisory services that complemented existing hyperscaler support arrangements and improved overall infrastructure governance.