Driving End-to-End Data Platform Support with Intelligent Automation and POD-Based Delivery

Challenge

Addressing Fragmented Support Ownership and Inefficient Ticket Management

• Challenges in managing support tickets due to fragmented ownership
• Lack of alignment with enterprise architectural standards
• Need for an accountable partner to take end-to-end ownership of service desk tickets
• Requirement for deep understanding of functional and non-functional requirements
• Need to align with enterprise architects to deliver consistent quality and standards

Solution

POD-Based Run and Support Model with Automation-Driven Data Operations

Coforge implemented a structured Run and Support engagement with the following approach:

• Delivered end-to-end accountability and ownership across data products and business domains
• Standardized support processes using SOPs, workflows, checklists, and updated knowledge repositories
• Enabled multi-location Run and Support delivery across Data Engineering, BI, and Analytics using POD-based teams
• Designed ‘Client Academy’ to accelerate onboarding and ensure adherence to high standards
• Integrated ML-powered auto-classifier into existing data ecosystem
• Automated ingestion and processing of structured and unstructured data
• Enabled real-time data tagging and classification with minimal human intervention
• Supported enterprise teams in managing and operating data products across multiple domains
• Established POD structure with each team supporting 10–12 data products in a 24×7 model

Tools & Technology

AWS, Snowflake, Matillion, Wherescape, Glue, Airflow, Wherescape, bitBucket, Git

End to End ownership | 72% incidents resolved < 3 days | 600+ change request delivered

Impact

• 72% of incidents resolved within 3 days and 50% within 2 days
• Delivered ~600 change requests with defect leakage rate below 0.5%
• Improved turnaround time of change requests by 35%
• Achieved 50–60% reduction in manual effort and operational overhead
• Enabled intelligent automation of data classification workflows
• Strengthened POD maturity enabling faster and independent issue resolution
• Proactively identified 15+ recurring issues and implemented permanent fixes
• Established critical response teams for priority incidents
• Developed and implemented 20+ monitor-and-self-action use cases