The Singapore operations centre has moved to continuous staffing, having previously run extended business hours with overnight escalation to San Francisco. Together with Rotterdam, this gives full monitoring coverage without handing calls between time zones during an incident.
More than 900 client production assets are now monitored from the two centres. The change was driven by client feedback rather than volume: escalation across a time zone boundary worked adequately for diagnosis, but poorly when a decision was needed from someone who had been following the incident from the start.
Staffing
The centre has added nine engineers across three shift patterns. All nine have prior commissioning experience, which is a deliberate requirement: the first hour of an incident benefits far more from someone who has built a similar system than from someone reading a runbook.
What clients should notice
Response targets are unchanged, because they were already being met through escalation. What should change is continuity. An incident opened at any hour is now handled by an engineer who stays with it, and the quarterly service review reports handover count as one of its measures.