--- title: "Service Operations | 24/7 Follow-the-Sun NOC | Pico" description: "Global Service Operations provides 24/7 client support across the Americas, EMEA, and Asia-Pacific, covering incident response, change management, and vendor liaison. Automated Start of Week and Start of Day checkouts, PTP drift analysis, and Corvil appliances in every data center reduce both MTTR and MTTI." source: https://www.pico.net/products/market-services/infrastructure/service-operations/ markdown_url: https://www.pico.net/products/market-services/infrastructure/service-operations.md --- # Service Operations 24/7 global service operations providing direct client support with follow-the-sun coverage across Americas, EMEA, and Asia-Pacific. - Follow-the-sun model with local engineering expertise in all regions - 24/7 direct client support and automated checkouts - Corvil Analytics instrumentation for continuous monitoring - Monthly service reviews with transparent metrics ## What are service operations for trading infrastructure? Service operations provide 24/7 global support for trading infrastructure including incident response, change management, automated health checkouts, performance monitoring via Corvil Analytics, and vendor liaison. Pico's Global Service Operations team operates as an extension of your team using a follow-the-sun model with local engineering expertise in Americas, EMEA, and Asia-Pacific, reducing mean time to resolve (MTTR) and mean time to innocence (MTTI). ## Global Service Operations capabilities Comprehensive operational support for trading infrastructure with proactive monitoring, automated health checks, and transparent service reviews. ### Maintenance & Change Management Client-specific change management windows. Pre-change testing, post-change verification, and rollback procedures. Customizable maintenance schedules based on trading hours. ### Automated Checkouts Start of Week (SoW) and Start of Day (SoD) automated health checks. Proactive issue detection before trading hours with immediate escalation of anomalies. ### Scheduled Service Reviews Monthly reviews covering ticket summaries, incident analysis with RFO, MTTR/MTTI metrics, latency and bandwidth reporting, and strategic discussions. ### Advanced Instrumentation & Telemetry Corvil appliances in every data center. Network taps on every link. PTP drift analysis, venue latency tracking, bandwidth utilization, and anomaly detection. ## How follow-the-sun operations work ### Americas Based in New York City NOC (Network Operations Center), covering North and South America. Local expertise in US financial centers and Canadian markets. ### EMEA European operations centers covering Europe, Middle East, and Africa. Familiar with London, Frankfurt, and emerging market requirements. ### APAC Asia-Pacific operations centers covering Asian and Pacific markets. Coverage for Tokyo, Hong Kong, Singapore, and Australian exchanges. ### Key benefits - Engineers are fresh and alert during their local daytime shift - Seamless handoffs ensure persistent focus on problems - Reduced MTTR and improved MTTI through Corvil telemetry - No knowledge loss during shift changes: formal handover procedures ## Common use cases (and what you'll achieve) ### Trading hours incident response - 24/7 local expertise ensures rapid response during critical trading hours - Regardless of timezone, experienced engineers are ready ### Proactive issue detection - Automated checkouts and Corvil monitoring identify issues before trading impact - Start of Day checks ensure production readiness ### Continuous improvement - Monthly service reviews identify trends and optimization opportunities - Transparent metrics drive accountability and improvement ### Vendor liaison - Service Operations coordinates with equipment vendors, telcos, and exchanges - Single point of contact for all infrastructure-related vendor interactions ### Change management - Structured process ensures changes are planned, tested, and executed with minimal risk - Adherence to client-specific change management requirements ## Service Operations FAQs ### What is the follow-the-sun model? Follow-the-sun provides 24/7 coverage by having regional teams (Americas, EMEA, APAC) work during their local business hours, seamlessly handing off active incidents between regions for continuous engineering attention. ### How does Service Operations integrate with Infrastructure Analytics? Infrastructure Analytics provides the monitoring platform generating alerts. Service Operations responds to alerts, troubleshoots, and coordinates resolution. ### Can Service Operations manage environments not built by Pico? Yes. Service Operations can support client infrastructure even if not deployed by Pico, as long as connectivity to monitoring platforms can be established. ### What happens during monthly service reviews? Reviews cover service request metrics, incident analysis, network performance data, and discussions of ongoing or future projects. Frequency is customizable to client preference. ### How are automated checkouts performed? Start of Week and Start of Day automated checkouts verify environment health including network connectivity, service status, and performance baselines before trading hours. ### What is Mean Time to Innocence (MTTI)? MTTI measures how quickly Pico can prove whether issues originate from Pico infrastructure vs. external factors. Corvil instrumentation dramatically reduces MTTI through definitive telemetry data. ### Can Service Operations work with my internal teams? Yes. Service Operations operates as an extension of your team, coordinating with internal IT, operations, and trading desk personnel as needed. ## Extend your operations team with 24/7 global support Talk to a Pico service operations specialist about 24/7 support coverage, automated monitoring, and monthly service reviews for your trading infrastructure.