MTTR Reduced by 70%: How e-Core Combined AI-Driven Automation and Active Monitoring to Scale a Delivery App's Operations

Summary

One of Latin America's leading on-demand delivery platforms processes over 180 million orders per month across more than 1,500 cities in Brazil. With convenience at the core of its value proposition, ensuring high availability and system reliability is critical to sustaining user experience and operational efficiency at scale.

Before partnering with e-Core, the company's support model was largely reactive, plagued by imprecise escalations and slow incident detection. Through the partnership, the company gained a structured 24x7 Command Center operation focused on active monitoring, rapid response, and runbook-based incident resolution.

What we delivered

• A structured Command Center operation with 24x7 coverage

• Technical Incident Responder support based on ITIL and ITSM best practices through runbooks

• Active monitoring of critical environments focused on incident prevention and rapid response

• Intelligent incident management with AI-powered automation and noise reduction

• Technical knowledge creation and dissemination, driving autonomy and standardization

• Reduction of false positive alerts and recurring incidents as part of continuous improvement

Impact / Benefits

➔ Reduction in key metrics for critical incidents — before vs. after

➔ Greater stability and availability across critical environments

Read the full case study below.

About the Company

A benchmark in on-demand delivery across Latin America, the company handles approximately 120 million orders per month, connecting over 400,000 partner businesses across 1,500 cities in Brazil. With more than 55 million active users and an annual transaction volume exceeding R$92 billion — equivalent to 0.55% of Brazil's GDP — the company's mission is to deliver convenience with efficiency and reliability.

To sustain this highly complex digital ecosystem, the company sought a partner capable of reinforcing its IT operations with agility, intelligence, and scale. The goal was to reduce failures, accelerate incident response, and relieve pressure on internal teams. e-Core stepped in with the right technical team and expertise to make that happen.

The relationship between the two companies already had a strong track record: e-Core supports the company's entire Atlassian stack, including Jira, Confluence, and Jira Service Management. Strengthening the operational support structure was the natural next step in that partnership — essential to sustaining the scalability and availability of the company's internal ecosystem.

The challenge

Growing operational demand and increasing system complexity presented a strategic opportunity: evolving from a reactive incident support model to a proactive, intelligent one. There was clear potential to build a robust operation with the analytical and technical capacity to anticipate and neutralize false positive alerts, raising the maturity level of incident management and driving greater stability and operational efficiency.

This reactive approach was creating significant pain across critical areas:

• High response times
• Slow and ineffective resolution
• Poor accuracy in team escalations
• Lack of active monitoring and over-reliance on alerts
• Insufficient incident visibility in innovation projects and updates
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Structural improvements were needed to scale operations and move the business forward. In a business where every minute counts, delays in identifying and fixing failures meant lost orders, frustrated users, and reputational damage.

The solution

To transform the traditional NOC model into one that truly served the business, the company needed a partner with technical expertise, strategic vision, and a consultative approach. e-Core took on that transition — moving toward a more efficient, proactive, and business-oriented Command Center model that went far beyond simple alert forwarding.

The engagement began with an immediate takeover of the existing operation, with zero service interruption. While maintaining operational stability, e-Core — in close collaboration with the client's leadership — conducted a comprehensive environment assessment that included:

Building on that foundation, the e-Core team and the client identified the strategic opportunity to create the Command Center: a new Level 2 Support unit composed of the company's technical leads, reinforced by e-Core analysts. This new structure brought an operational efficiency and continuous improvement focus, built around five key pillars:

• Active monitoring: using early signals to identify potential failures before they impact users
• Standardized runbook execution: enabling direct L2 resolution and reducing dependency on internal teams
• AI-powered automation: accelerating triage, correlation, and alert response through automatic thread reading and structured ticket creation in Jira — logging business impact, alert cause, and remediation actions. What previously required up to 4 minutes of manual review per ticket is now completed in approximately 10 seconds.
• End-to-end ownership: even after escalation, the e-Core team stays engaged through final resolution, ensuring continuous learning and process refinement
• Noise reduction:  through ongoing analysis, e-Core helped calibrate ineffective alerts and eliminate recurring incidents
  

Results

The partnership with e-Core elevated the IT operational maturity of Latin America's largest delivery platform. With active monitoring, specialized support, and a proactive incident resolution focus, the stability of its ecosystem improved for everyone — consumers, business partners, and delivery drivers alike — while freeing up engineering teams to focus on innovation.

Key outcomes: