Client
Light Networks
Industry
Network services and connectivity
Service partner
ServiceJi
The challenge
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.
The solution
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.
The results
ServiceJi provided Light Networks with 24/7 network visibility through follow-the-sun coverage, including monitoring by India-based teams outside U.S. business hours. Engineers used LogicMonitor alerts and documented runbooks to assess incidents, open carrier tickets and coordinate on-call escalation. Training, tooling familiarisation and process refinements supported the network’s changing operational requirements.
Why this matters
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.
Explore our Managed IT Support services for broader operational coverage.
Service features
Knowledge base management
Development, organization, and regular updates of documentation, and troubleshooting guides.
24x7x365 coverage
24×7 dedicated support staff for 365 days a year, covering all time zones.
Proactive monitoring
Continuous monitoring of systems to detect and resolve issues before they impact operations.
Support channel support
Multi-channel support including email, chat, voice, and ticketing tools.
Dedicated account management
A dedicated account manager to handle escalations, reporting, and client coordination.
Reports and analytics
Monthly performance reports on ticket trends, SLA compliance, and improvement suggestions.
Light Networks engagement highlights
Follow-the-sun cover
U.S. daytime operations supported by overnight monitoring teams in India.
LogicMonitor monitoring
Alert handling with LogicMonitor and related collectors.
Runbook-driven response
Impact assessment, carrier tickets and on-call escalation using documented procedures.
Operational readiness
Training and process refinements to meet evolving network requirements.
