Managed Data Centre Operations
for Availability, Continuity, and Scale

BGTS provides enterprise data centre operations as a managed service that keeps critical infrastructure stable, observable, and continuously improved. We combine First Contact Resolution, real-time monitoring and observability, AIOps, and structured governance to reduce noise, shorten recovery times, and prevent repeat incidents across multi-domain, multi-customer estates.

Why Choose BGTS?

Proven first-contact performance

90%+ L0 resolution, 85% first-day resolution, and under 5% ticket rebound, supported by ITIL-compatible operations.

Real-time operational visibility

50+ dashboards monitored continuously, with clear performance insights for service owners and stakeholders.

AI-assisted operational control

Automated ticket metadata detection (urgency, category, etc.) improves routing accuracy and speeds up handling.

Strong ITSM capability

Large ServiceNow and Atlassian teams, multi-vendor integration experience, and a continuous improvement culture supported by 50+ ITIL experts.

Built for multi-customer environments

Experience operating complex, multi-customer data centre services with consistent governance and outcomes.

Scalable escalation depth

L2 and L3 experts focus on monitoring improvements, automation, and problem management to reduce recurrence and raise reliability.

What We Offer

BGTS Data Centre Operations covers the core run and improve activities that keep environments healthy at scale, from monitoring intake to incident lifecycle management, escalation, and continuous optimisation.

Always-On Operational Execution

  • 24x7 monitoring intake, triage, and resolution for incidents and service requests
  • Incident lifecycle management, including escalation and closure aligned with ITSM processes
  • Knowledge-based operations to improve consistency and reduce repeat handling

Real-Time Monitoring and Observability

  • Business and technical service trees to reflect how services run in practice
  • Defined monitoring metrics per technology, alert optimisation, and visual root-cause detection
  • ITSM and monitoring integration for faster workflow execution and visibility
  • Proactive detection and prevention built into the monitoring model

AIOps

  • Consolidates monitoring and operational data from across the estate into a single view
  • Filters alert noise to surface real issues faster
  • Groups related events and correlates them to likely root causes
  • Initiates automation for known scenarios and repetitive fixes
  • Learns from each incident to continuously improve correlation and recommendations
  • Reduces false alarms over time through feedback and tuning
  • Frees teams to focus on problem-solving rather than dashboard watching
  • Enables earlier intervention and shifts operations from reactive response to predictive control

Problem Management Optimisation and Automation

  • Weekly top incident and request analysis with root-cause augmentation and corrective actions to prevent recurrence
  • Correlation checks by configuration item and location, with automation potential identified for frequent event types

How We Operate

BGTS runs data centre operations with a multi-level delivery model designed for transparency, continuity, and measurable outcomes, supported by customer success governance and specialist escalation. Governance is maintained through regular service reviews, SLA and OLA tracking, and continuous improvement actions informed by operational analytics.

L1 First Contact Resolution (FCR) Team

Central team, collective know-how: consistent handling standards and shared operational expertise across customers and domains

Optimised alerts forwarded by monitoring systems: tuned and prioritised alerts reach the team with reduced noise

Incidents and requests from data centre customers: continuous intake and execution across high-volume service demand

KB-based operations: guided resolution supported by structured knowledge and repeatable handling

Incident lifecycle management: ownership from triage through resolution and closure, aligned with service management processes

L2 and L3 Experts

Escalation from previous level: Take ownership of complex cases escalated from L1, ensuring accurate diagnosis and resolution for critical services

Subject matter experts: Provide deep technical expertise across data centre and platform domains, validating root causes and corrective actions

High-level value activities: Drive monitoring improvements, develop and run automations, and lead problem management to reduce recurrence and improve reliability

Customer Success Management

SLA and OLA management: Track service commitments, review performance, and coordinate actions to maintain agreed service levels

Service analytics and reporting: Translate operational data into clear insights on trends, risks, and improvement priorities for stakeholders

Customer single point of contact: Provide a consistent interface for governance, prioritisation, and day-to-day service alignment across engagements

Technology Domains and Supported Platforms

BGTS covers core data centre and cloud domains across infrastructure, platforms, monitoring, and service management. This breadth allows us to operate integrated environments where alerts, tickets, and service health are managed consistently across tools and technology stacks.

Technology Domain Coverage

Our operational coverage spans the full run stack, from infrastructure and platforms to monitoring, automation, and service management.

  • Infrastructure service layer (compute, network, storage)
  • Operations layer (NOC, SOC, ITSM platforms)
  • Core platforms (server operating systems, hypervisors, cloud)
  • Data and platforms (databases, middleware, application operations)
  • Control layer (monitoring, DevOps, automation)
Supported Platforms and Technologies

Typical technologies we support include:

  • Database platforms (Oracle, Microsoft SQL, PostgreSQL)
  • Server operating systems (Windows, Linux)
  • Cloud platforms (AWS, Azure, GCP)
  • Service management (ServiceNow, Jira)
  • Virtualisation (VMware, Hyper-V)
  • Monitoring and observability
  • Containerisation and orchestration
  • Middleware
  • Backup and disaster recovery
  • DevOps
  • NOC

Reliability Engineering Approach (SRE)

BGTS applies a technology-agnostic SRE approach that defines service-level indicators and objectives, embeds observability, automates manual tasks, and applies error-budget governance to sustain service reliability. It includes:

  • Critical application awareness in data centre operations
  • Technology-independent reliability engineering model
  • SLO-driven service health management
  • Data-backed incident analysis and continuous learning
  • Automation-first response and remediation
  • Error budget governance for balanced change management
  • Cross-team collaboration between ops and development
  • Observability and metrics as core reliability enablers
  • Root cause over recurrence / post-incident discipline

Case Studies

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See All Case Studies

Modernise data centre operations with BGTS

Talk to us about 24×7 managed operations, monitoring and observability, AIOps, ITSM integration, and reliability engineering tailored to your environment.

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