IT Operations Dashboard

Incident & Service Reliability Command Center — Meridian Financial Services

March 2024 • 847 incidents (+12% MoM)

MTTR P1
84min
+38% vs Feb
SLA Compliance
96.4%
-2.1% vs target
MTTD
18min
-12% vs Feb
Repeat Rate
23.7%
+5.2% vs Feb
Availability
99.68%
Below 99.7% target

Incident Volume Trend (Last 30 Days)

MTTR by Priority Band

SLA Compliance by Service Tier

Change-Related Incidents

Incident Heatmap by Day & Hour

0
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
Mon
Tue
Wed
Thu
Fri
Sat
Sun
0–2
3–5
6–10
11–15
16+

Top Repeat Incident CIs

PostgreSQL-PROD-01 47
Load Balancer F5-WEST 34
Kafka Cluster Finance 29
Exchange Connector API 26
Redis Cache Session 22
ActiveMQ Broker Primary 19
VPN Gateway Corporate 14

Escalation Rate by Assignment Group

Group Total Escalated Rate
Network Ops 142 38 26.8%
Database Admin 98 24 24.5%
App Support L2 203 41 20.2%
Infrastructure L2 176 31 17.6%
Security Ops 87 12 13.8%
Cloud Platform 141 17 12.1%

Problem Record Backlog Age

March 17 Event: Unplanned PostgreSQL primary failover during batch settlement window caused 3 simultaneous P1 incidents for Finance BU, spiking MTTR to 142 minutes and contributing to aggregate availability miss (99.68% vs 99.7% target). Root cause: storage I/O saturation triggered automatic failover; runbook update in progress.