Jan 27, 2021. By Aleena Mathew
The era of digital transformation is at its peak now. The traditional mechanism of working or getting things done is long gone in large IT organization. Considering the present scenario the world is totally shifted to the online platform. Everything works around the finger tips by crossing around website and web applications. This brings a lot of concern or headache when it comes to managing these websites or web applications or cloud applications and the cloud infrastructure as when the amount of users using these application increase drastically, the user load should be handled out properly without breaking any architectural components or overloading of resources which can deal to high delay in getting response and so on. The basic goal is to avoid any downtime that can happen which will impact the business development as a whole.
The smooth run of any IT organization, the way the systems are managed has highly changed. The basic focus in the present scenario is to have high performance servers, should be precise and accurate without any error or failure. The focus has shifted from hardware to software-defined infrastructure and from inconsistent and error-prone manual processes to consistent and repeatable automated tasks. So, for all of this to happen, we need an efficient mechanism where in which we can handle all these concerns, manage every IT element so that the scalability and quality of delivery can be met without diluting any work quality.
Site Reliability Engineer
That’s is where SRE-Site Reliability Engineering comes into the picture. Site reliability engineering is the practice of managing infrastructure and maximizing the availability of the workloads that run on it. Most IT enterprises will have a site reliability engineer to handle all the scalability issues and so on. They are in charge of ensuring that the system is scalable and highly reliable by bringing software engineering principles to infrastructure and operations problems.
The basic responsibility of a SRE is to make or ensure that every SLA (service level agreement) is maintained. That is no SLA gets broken at any point of time. Apart from that they are responsible for routine administrative activities. Also, they take hold of responsibility when any incident tickets which was issued at the L1 level gets escalated to L2 level. The SRE team needs to resolve these escalated tickets without breaching the resolution time. The responsibilities at the L2 levels gets on, as the L2 support teams are much more responsible and accountable than the L1 support team.
With this responsibility on shoulder, it is not always possible to deliver or provide IT technical support at the right quality. They can also fail to ensure the scalability and also the quality of the deliverables and also not provide proper IT technical assistant as needed.
Situations like this call for a new system where which none of the above issues matter. That is the Automation of L2 support activities. The concept of SRE completely taking a U turn to the concept of Virtual SRE. That is applying AI to the L2 activities.
AI based Virtual SRE - L2 Automation
By implementing AI based system, high and efficient automation is achieved for the entire IT enterprise. The task which was handled out by SRE or any L2 IT operators are completely automated by the implementation of AI. The best advantage of this implementation is that, when any IT incident ticket is issued at the first stage, the chances of the ticket being escalated is avoided here. The AI based system will efficiently handled these tickets at the time it was issued, without breaking the SLA objectives and also providing the right action to the problem in an intelligent manner without breaching the resolution time. And also the system will efficiently monitor and observers deeply to ensure if the scalability is also met.
By the concept of Virtual SRE based on AI, every IT organization enables the automation of L2 support activities to the next level. Moreover the efficiency and quality of work is also improved at a great level. And also the chances for manual error is also avoided as intelligent system is accountable for the remediation of a process and scaling out the system in an efficient manner. Through automation, teams will be able to harness AI-driven insights, and ensure they are leveraged and acted upon in the most comprehensive, efficient manner possible.
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