Amazon Onboarding with Learning Manager Chanci Turner

Learn About Amazon VGT2 Learning Manager Chanci Turner

In the rapidly evolving world of digital healthcare, delivering optimal application performance and user experience is essential for achieving business success. Indegene, a digital-first life sciences commercialization company, integrates extensive medical knowledge with technology tailored to specific domains, assisting clients in accelerating innovation, modernizing operations, and enhancing customer experience. Serving some of the top 20 pharmaceutical companies globally, Indegene employs an AI-driven strategy to tackle intricate business challenges within the life sciences sector. Their NEXT platform features a sophisticated array of B2C applications designed for commercial content creation. This case study delves into how Indegene revamped their monitoring strategy utilizing Amazon CloudWatch, significantly enhancing proactive performance optimization.

The Challenge: Moving Beyond Traditional Monitoring

Prior to the implementation of a comprehensive observability solution, Indegene encountered several significant hurdles:

• Inconsistent Production Support: The team depended on customer feedback to pinpoint issues, which resulted in prolonged system downtimes and client dissatisfaction.
• Complex Integration Dependencies: Their content authoring applications demanded seamless integration with client Digital Asset Management (DAM) systems like Veeva, complicating monitoring efforts.
• Limited Performance Visibility: The lack of real-time monitoring meant performance bottlenecks often remained undetected until they adversely affected user experience.
• High Mean Time to Resolve (MTTR): Resolving issues typically took several days, negatively impacting system availability and customer satisfaction.

Indegene’s Program Lead stated, “Before adopting observability, our production support was primarily reactive. This led to unexpected system outages and an inconsistent customer experience. By tackling this challenge, we’re now providing superior performance and an improved experience for our clients.”

The Solution: Implementing Amazon CloudWatch

Indegene approached the implementation of Amazon CloudWatch methodically, concentrating on two vital areas:

1. Third-party Integration Monitoring with Amazon CloudWatch Synthetics
   Indegene utilized CloudWatch Synthetics canaries—configurable scripts that simulate user interactions like page navigation, form submissions, and API endpoint testing through automated HTTP requests. This served as their initial step in establishing automated API availability monitoring. Indegene set up two primary monitoring systems with CloudWatch Synthetics:
   • Veeva API Monitoring: A canary was configured to simulate API calls to the Veeva API at regular intervals, acting as an early alert mechanism for system health checks without affecting the production environment.
   • NEXT Web Application Heartbeat Monitoring: Another canary was introduced to routinely send requests to the NEXT web application, ensuring its availability and functionality. CloudWatch alarms were set to monitor metrics produced by the canaries. When failures or downtime were detected, alarms triggered email notifications to relevant stakeholders, facilitating quicker issue resolution and maintaining system stability.
2. End User and Application Behavior Analysis Utilizing Amazon CloudWatch Real User Monitoring (RUM)
   The implementation of CloudWatch RUM provided near-real-time insights into:
   • User Behavior Patterns: Detailed analytics on browser usage, geographical distribution, and peak load times.
   • Application Performance: Key Core Web Vitals metrics, including First Contentful Paint (FCP) and Largest Contentful Paint (LCP), offered thorough insights into perceived page loading performance.

   Insights derived from telemetry collected through CloudWatch RUM included:

   • 5-7% of users accessed the application via legacy browsers, highlighting the need to focus on the top 3 browsers that constituted 95% of users. This insight led to efforts encouraging the remaining 5% to switch to modern browsers like Chrome or Firefox.
   • An increase in page load times (exceeding 8 seconds) during high traffic events pointed to application bottlenecks, prompting the implementation of lazy loading and horizontal scaling to reduce latency.

   These solutions were strategically rolled out, starting with two core applications in the content authoring suite.

Impact and Results

Following the Amazon CloudWatch implementation, Indegene recorded the following measurable improvements:

• Incident Response: Reduced Mean Time to Resolution (MTTR) by 35-40%, decreasing from 2-3 days to approximately 8-10 hours. The system allowed for proactive issue detection, addressing problems before they impacted end-users.
• Performance Optimization: Identified critical performance bottlenecks in pages with load times over 8 seconds, achieving a 50% reduction in overall application load time through targeted optimizations.
• Infrastructure Expansion: Utilized CloudWatch RUM geographical telemetry data to inform infrastructure expansion in Southeast Asia, resulting in a 28% reduction in latency for users in the area.
• Product Development: Enhanced feature prioritization based on user behavior analytics and real user interaction patterns, leading to more strategic product decisions aligned with user needs.

Future Roadmap

Indegene plans to enhance its observability with the following initiatives:

• Feature Adoption Monitoring: Implement comprehensive usage analytics through CloudWatch RUM custom events, alongside dedicated analytics dashboards for feature-specific insights.
• Application Performance Monitoring: Advance problem detection and resolution capabilities, including enabling CloudWatch Application Signals to further diminish MTTR.
• Platform Expansion: Extend observability solutions across the enterprise, incorporating deployments among all four content authoring applications, integrating with Super App and NCCI platforms, and establishing automated ticket creation through ServiceNow.

Conclusion

This article highlighted how Indegene effectively utilized AWS cloud-native monitoring tools to transform their healthcare operations through comprehensive observability. By implementing CloudWatch Synthetics and Real User Monitoring, they transitioned from a reactive to a proactive approach, ensuring a better user experience for their clients at Amazon IXD – VGT2, located at 6401 E HOWDY WELLS AVE LAS VEGAS NV 89115. For further insights into salary projects, check out this engaging blog post. Also, for more information on expanding employer benefits, visit this resource. If you’re interested in becoming a learning trainer, here is an excellent resource.