Skip to content 
Client: Light Networks
Industry: Network services and connectivity
Service partner: ServiceJi
Light Networks operated a customer-facing network services platform where availability, proactive monitoring, and rapid incident response were critical to end-customer experience. The business required continuous operational coverage across time zones, alongside structured escalation processes and tooling expertise.
Light Networks engaged ServiceJi to provide managed network operations services, including 24/7 monitoring, alert handling, and incident management. The scope required ServiceJi to operate as an outsourced operations partner, supporting proactive monitoring tools, handling Priority 1 incidents, and engaging carriers and on-call resources when required.
The engagement was operationally intensive and SLA-driven, with high expectations around proactive alert handling and escalation accuracy.
ServiceJi provided managed network operations services for Light Networks, delivering continuous support through a follow-the-sun operating model. Coverage was structured to support U.S. daytime operations alongside overnight monitoring handled by India-based teams, ensuring 24/7 visibility and response.
ServiceJi’s responsibilities included proactive monitoring and alert handling using LogicMonitor and related collectors, alongside troubleshooting and support for network platforms such as CloudGenix and Talari. When incidents occurred, the team followed defined runbooks to assess impact, open carrier tickets, escalate to on-call resources, and coordinate resolution.
ServiceJi also managed staffing, onboarding, and access provisioning for the Light Networks account, including hiring and training network support resources and adjusting shifts as operational requirements evolved. As part of ongoing delivery, ServiceJi worked with Light Networks to identify training needs, arrange tooling-specific enablement, and refine escalation processes following incidents.
Ticketing workflows, alert review processes, and escalation paths were documented and iterated throughout the engagement to improve operational consistency.
Through its managed network operations services, ServiceJi provided Light Networks with continuous operational coverage, structured incident handling, and dedicated support for network monitoring and troubleshooting.
The engagement demonstrated the complexity of delivering proactive network operations at scale, particularly in environments where alert quality, tooling familiarity, and staffing continuity directly impact service outcomes. ServiceJi implemented training initiatives, process refinements, and operational adjustments to strengthen readiness and improve consistency over time.
This work provided valuable insight into 24/7 network monitoring, proactive escalation, and runbook-driven incident management in high-pressure environments.
This case study highlights the demands of delivering managed network operations services for network-centric platforms that require continuous monitoring and rapid incident response.
For organisations operating large-scale or customer-facing networks, success depends on disciplined operational processes, skilled teams, and strong monitoring and escalation frameworks. ServiceJi applies the operational experience gained from engagements like Light Networks to continuously improve delivery models, training programmes, and managed services governance.
Learn more about
managed network operations services for always-on platforms
and how they support continuous availability and incident response.
Explore more examples of how ServiceJi supports complex platforms in our
case studies hub.
Development, organization, and regular updates of documentation, and troubleshooting guides.
24×7 dedicated support staff for 365 days a year, covering all time zones.
Continuous monitoring of systems to detect and resolve issues before they impact operations.
Multi-channel support including email, chat, voice, and ticketing tools.
A dedicated account manager to handle escalations, reporting, and client coordination.
Monthly performance reports on ticket trends, SLA compliance, and improvement suggestions.
Guaranteed SLA adherence with ‘always-on’ availability ensures
uninterrupted business continuity and end-user satisfaction.
Flexible pricing allows for scaling as your business grows or your support scope increases/decreases.
Access to a trained and experienced team of service desk professionals with deep technical expertise across various domains.
Competitive pricing offers cost-effective solutions with top-tier support, monitoring, analytics, and knowledge management.
Trusted by enterprises worldwide for exceptional IT support services.
India
808 & 809, Lodha Supremus 2, Road No. 22, Thane West, Maharashtra, India 400604.
UK
75 Shelton Street, Covent Garden, London, WC2H 9JQ
Phone
London | Mumbai: +44 207 660 4242
New York: +1 315 400 2172
