99.8% service availability
Enterprise telemetry standardization
Advanced event-driven autoscaling
Accelerated mean time to resolution (MTTR)
Rigorous platform governance & enablement
Lasting operational excellence
Summary
By centralizing enterprise observability across multiple platforms and automating infrastructure autoscaling, Globe Telecom’s observability platform shifted from basic infrastructure monitoring to tracking actual user journeys, ultimately maximizing cloud ROI and safeguarding service availability.
Challenges
Modern telco networks rely heavily on cloud-native software architectures to drive service agility and product innovation. However, as infrastructure flexibility increases, deep operational visibility decreases, leaving engineering teams to struggle against:
- Data silos
- Fragmented system visibility
- Escalating multi-cloud infrastructure expenses
Globe Telecom, a leading telecommunications and digital services provider in the Philippines, operates a wide-reaching Application Service Platform (ASP) ecosystem spanning multiple platforms, including AWS and Google Cloud Platform (GCP).
To maintain its market-leading user experience, the company required absolute service availability. However, fragmented visibility made it difficult for a lean team to rapidly isolate root causes during incidents, and navigating this enterprise-level landscape required an adaptive engineering partner.
To address these system gaps, Globe worked with Stratpoint to deliver specialized Site Reliability Engineering (SRE) and Observability expertise and co-architect and operationalize Globe’s custom-built, enterprise-wide observability platform rooted in open-source technologies.
Before the rollout of the observability platform, Globe’s cloud environment faced tool fragmentation, resulting in these core operational challenges:
| Issues | Operational Impact |
|---|---|
| Data silos: Squads maintained isolated monitoring toolsets without centralized log or trace sharing. | Teams lacked shared operational context, creating operational blind spots and delaying incident triage. |
| Fragmented system visibility: Squads deployed independent monitoring agents, scattering metrics across multiple platforms, including AWS and GCP. | Teams spent critical hours cross-referencing traditional, siloed IT infrastructure metrics. |
| Escalating multi-cloud infrastructure expenses: Cluster environments overprovisioned compute nodes to preserve availability. | Without centralized governance or automated housekeeping workflows, resource sprawl escalated cloud spend. |
The primary technical mandate was to engineer a centralized, high-performance telemetry pipeline that could ingest, store, and visualize metrics, logs, and traces across multiple platforms and cloud environments at extreme scale while establishing automated guardrails to regulate infrastructure costs.
Solutions
Stratpoint acted as an organic extension of Globe’s internal team to co-architect a multi-tenant observability architecture built entirely on vendor-neutral open standards and scalable data pipelines.
User-Centric Journeys
The engineered solution represented a strategic pivot away from traditional IT infrastructure metrics toward user-centric data architectures. Stratpoint and Globe focused on mapping out the end-to-end user experience, such as programmatically tracing how an individual user reloads their account or completes a transaction, ensuring system health directly mirrored consumer satisfaction.
High-Performance Architecture
The architectural foundation relies on modern open-source toolings and infrastructure-as-code (IaC) patterns:
The Ingestion Layer
Built on OpenTelemetry Collectors acting as a gateway for unified telemetry ingestion across Globe’s application layers, enabling context propagation and unique trace IDs across distributed microservices.
The Telemetry Engine
Powered by the open-source observability platform:
- Metadata-driven log aggregation
- Centralized data visualization and alerting
- Distributed tracing
- Metric storage with sub-second query latencies
Data Integration
Automated ETL pipelines to replace manual, ad-hoc processes, ensuring secure and repeatable data ingestion from disparate data sources.
End-to-End Stack Instrumentation
Aggregates real-time signals from cloud infrastructure, Kubernetes workloads, database clusters, and network devices, while instrumenting enterprise SaaS platforms (such as SAP and Salesforce) and mobile backends into the central platform.
Core Execution & Functional Pillars
- Maintaining the platform and ensuring reliability: Stratpoint helped maintain platform reliability through proactive management, incident response, and internal monitoring. The team monitored platform health, resolved incidents, supported bridge calls, and created Resource and SLA Dashboards for visibility into resource utilization and service performance, helping achieve 99.8% service availability.
- Platform cost and resource optimization: Stratpoint supported platform cost and resource optimization by continuously identifying opportunities to improve infrastructure resource utilization and scalability. The team integrated Kubernetes Event-Driven Autoscaling (KEDA) and Karpenter to enable dynamic scaling based on workload demand, allowing resources to scale up during peak usage and scale down when demand subsides. This improved resource utilization while supporting platform scalability and cost optimization.
- Features building: Stratpoint expanded the platform's capabilities by designing and implementing new features to support a broader range of resources, services, and data sources. These enhancements enabled the observability platform to accommodate new use cases and extend its coverage as platform requirements evolved.
- Tenant governance: Stratpoint helped strengthen platform governance through centralized organization, expanded tracing, and enhanced multi-tenant governance on Centralized Cluster Management (CCM). The team implemented tracing context propagation through core service setup and a centralized OpenTelemetry Collector, migrated manually created organizations into the codebase, and refined non-production telemetry scraping rules to improve consistency, manageability, and platform stability.
- ASP onboarding and enablement: Stratpoint supported ASP onboarding by enabling teams to adopt and utilize the observability platform and its core services. This included supporting data hosting and service requirements, providing technical guidance throughout onboarding, and helping ASPs establish the necessary platform integrations and capabilities for effective observability.
To achieve long-term operational excellence, Stratpoint focused on helping shift Globe's internal engineering culture away from standard, strictly bounded contract models toward true co-ownership. Stratpoint established a partner-to-partner collaboration rooted in these key values:
- Radical empathy: Both teams functioned as a singular unit focused on shared technical goals. Stratpoint's engineers prioritized deep operational empathy to understand internal user struggles before introducing architectural shifts.
- Mutual trust: The daily collaboration was anchored on continuous, open communication and transparent engineering feedback loops, building an authentic baseline of mutual trust.
- Strong project ownership: Stratpoint operated as an extension of Globe’s internal engineering capability. Embedded team members demonstrated deep project ownership, remaining highly stable, calm, and collaborative during critical incidents.
- Proactiveness over firefighting: The squad focused on long-term structural resilience, consistently bringing strategic solutions and engineering safeguards to mitigate future anomalies.
- Driving continuous enablement: Stratpoint focused on driving enablement enterprise-wide, coaching software developers and non-technical business stakeholders to run their unique observability use cases.
Timeline Evolution & Milestone Roadmap
The multi-year project evolved across a structured maturity model, successfully connecting technical infrastructure directly with corporate business performance.
| Timeline Phase | Key Technical Focus & Milestones | Business & Governance Outcomes |
|---|---|---|
| Foundations (2024) | Co-built core observability platform LGTM stack; implemented KEDA autoscaling for MongoDB workloads; established initial data pipelines. | Initiated right-sizing of AWS resources; enabled application supportability for Google Firebase and Salesforce. |
| Scale & Hardening (2025) | Deployed comprehensive SLA/SLO frameworks; executed node isolation and zero-downtime deployments; eliminated hardcoded credentials. | Standardized infrastructure via centralized Landing Zones; boosted engineering productivity using standardized OpenTelemetry formats. |
| Optimization (Q1 2026) | Migrated to managed GKE Prometheus stacks; launched automated cloud security patching; expanded distributed tracing across decoupled microservices. | Enforced granular cloud cost accountability via CCM tenancy configurations; automated Landing Zone migrations with proactive telemetry scraping rules and centralized tracing. |
| Maturity (As of May 2026) | Deployed Karpenter and KEDA in full production; upgraded multi-tenant AWS components; refined non-production telemetry scraping rules. | Completed comprehensive knowledge transfer; finalized self-service product documentation. |
Key Outcomes & Impact
99.8% Service Availability
Successfully elevated live service availability from 97% to 99.8% for specific core services and applications.
Enterprise Telemetry Standardization
Unified infrastructure and application tracking by building and deploying the observability platform stack.
Advanced Event-Driven Autoscaling
Implemented multi-cloud infrastructure autoscaling frameworks to automate precise, demand-based infrastructure capacity.
Accelerated Incident Resolution
Reduced Mean Time to Resolution (MTTR) by establishing robust log-trace-metric correlation pipelines for faster root-cause tracking.
Rigorous Platform Governance & Enablement
Strengthened multi-tenant governance via Centralized Cluster Management (CCM) while guiding ASPs through seamless platform onboarding and service integration.
Lasting Operational Excellence
Cultivated a resilient internal SRE culture that drove enterprise-wide enablement.
Technologies Used
Customer Experience
"I’ve been in this industry for 10 years... I would say Stratpoint is one of the companies that stand out for both engineering excellence and true operational empathy. When the platform was down, Stratpoint didn't leave us to navigate it alone. Instead of treating operational failures as strictly the client's problem, they actively step in alongside us to deliver strategic, immediate solutions. In this industry, it’s hard to find a company that can drive that. It was something new; it was refreshing."
"Stratpoint didn’t operate as an external vendor, but rather as an extension of Globe's engineering org. As Globe grew and our user numbers grew as well, our platform needed to grow too. Stratpoint did not just fix small problems day by day, but they also worked together with us and helped us build a much bigger and stronger system. Whenever critical incidents arise, engineers remain calm, responsive, and highly collaborative."