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AWS Unified Operations
Context-aware expertise and rapid resolution for mission-critical enterprise operations.
Operational excellence at scale
AWS Unified Operations combines proven expertise with AI-powered insights to help reduce operational and security risks, resolve issues faster, and help you architect more resilient cloud solutions from the start—accelerating your most critical cloud initiatives. Designated AWS specialists act as an extension of your team via your preferred collaboration channels—conducting workload reviews, providing strategic guidance, and optimizing performance through deep contextual knowledge. With 24/7 security and performance monitoring, we detect and mitigate incidents early while reducing alert volume. When a critical incident occurs, we respond within five-minutes with context of your environment, to further shorten resolution time and help you maintain peak operational performance.
Benefits of Unified Operations plan
AWS domain experts provide proactive guidance to help identify and prevent edge cases, conduct systematic reviews, and strengthen workload reliability. Designated billing and account specialist provide workload-specific cost optimization guidance to maximize your AWS investment. With availability across global time zones, your designated team is by your side, day or night.
Expert-led resilience reviews, 24/7 monitoring, and testing to identify gaps helps prevent disruptions. Onboard application and infrastructure level alarms from your existing AWS and third-party tools to detect early warning signs and drive proactive mitigation with your team. AWS expert-led proactive assessments, AI-powered troubleshooting, and automated security threat detection help ensure your critical workloads perform consistently.
Tailored deployment strategies transform your enterprise initiatives into scalable successes. From generative AI implementation to large-scale migrations, designated engineers optimize your journey through systematic testing, custom playbooks, and best practices implementation. This integrated approach combines pre-launch architecture validation, production-ready scaling, and cutover support to accelerate innovation while maintaining operational stability.
Proactive monitoring and expert-guided incident response help strengthen your security and operational postures. During critical incidents, AI-powered troubleshooting accelerates resolution time, backed by incident managers who respond within five minutes*. Technical resolution is owned by experts with application insights who understand your environment, minimizing context resharing and resolution times. For advanced security needs, AWS Security Incident Response assists with rapid response and recovery.
*Note: AWS Unified Operations provides five minute response for severity-5 cases raised with Incident Detection and Response. Resolution effectiveness depends on available context. Alarm onboarded workloads benefit from immediate access to comprehensive workload information, while non-onboarded workloads begin with service health data and customer-provided information.
How it works
Your designated AWS Unified Operations resources include a Technical Account Manager (TAM), your strategic advisor who aligns AWS solutions with your business objectives and provides comprehensive oversight; and Domain Specialist Engineers (DSE), who operate in a follow-the-sun model. This team works as an extension of your team via your preferred collaboration channels, providing preventative guidance, assistance with testing strategies, and support for planned events.
When specific needs arise, our on-demand experts step in: Migration Specialists help execute critical migrations and manage high-stakes events, Incident Management Engineers (IMEs) provide 24/7 incident management, and the AWS Security Incident Response professionals provide support during potential or active security events. Together, this unified team delivers a comprehensive support framework that adapts to your evolving business requirements.
Unified Operations strengthens every phase of your cloud journey
Planning
Your designated team of AWS experts focuses on foundational planning, conducting comprehensive Critical Workload Reviews to strengthen your cloud architecture and cost optimization. We document detailed workload profiles, architecture diagrams, and observability plans, while providing specific recommendations for resiliency, disaster recovery, and observability using AWS best practices. Together this team of experts helps ensure your solutions are technically resilient, secure, and cost-optimized.
Evaluation and testing
Comprehensive testing and resiliency reviews, guided by AWS experts, help you validate your architecture's reliability through structured chaos engineering exercises. We lead systematic GameDay exercises and document test results, while providing customized recommendations to strengthen resilience and improve incident response using AWS best practices. Our AI Agents and tools maintain a record of past incidents. This historical context helps AWS experts identify patterns and recurring issues. With these insights, we can provide proactive recommendations to improve your architecture. The result is enhanced workload reliability and fewer repeat problems.
Deployment and operations
Critical migrations and deployments are supported by AWS experts who provide live oversight throughout your cutover phases to prevent business disruption. These designated specialists lead workload reviews, provide technical guidance, coordinate support teams, and drive real-time resolution—ensuring smooth execution from planning through launch. Post-launch, we onboard alerts from your monitoring tools with AWS metrics for enhanced visibility
Response and recovery
AI-powered diagnostic and investigation tools, available in preview through AWS DevOps Agent, enable automated issue detection across your application performance monitoring tools and automatically creates pre-populated AWS Support cases when needed. During critical operational incidents, AWS Incident Management Engineers respond within five minutes, while context-aware support engineers lead the technical resolution process. For security events, agentic AI-powered capabilities reduce investigation time from hours to minutes, so you can focus on rapid response and recovery. When specialized expertise is required, AWS security experts are available 24/7 to assist. This integrated approach eliminates knowledge gaps and accelerates recovery.
Continuous improvement
We deliver continuous improvement by combining strategic and technical optimization: regular business reviews include governance and costs while experts analyze incidents, tune monitoring thresholds, and optimize capacity planning. We analyze historical cases to develop targeted troubleshooting guides. AWS experts test system limits and review plans for new features. They assess risks and update runbooks to document best practices learned from these activities. This comprehensive approach is focused on making operations more resilient and efficient while maintaining technical excellence
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