Reliability Engineering
Reaching 99.999% Uptime Without a Single Customer Outage
Took infrastructure and APIs to 99.999% uptime in under a year, without a single customer-facing outage during the migration.
The Challenge
Customer-facing infrastructure and APIs were running below the reliability bar the business needed, generating recurring incidents and escalations. The path to five nines required fundamental architectural changes, not just better monitoring. And the migration itself had to happen without customers experiencing any downtime, a constraint that made every step more complex.
The Approach
In a product leadership role, I led the initiative alongside Engineering, owning the product strategy and stakeholder alignment while Engineering owned the technical execution. The core work was architectural: rethinking the underlying infrastructure and replacing key components with services built for the reliability bar we needed. We ran the old and new systems in parallel during migration, using internal tooling and SLA reporting to validate each phase before cutting over. Every integration point was treated as a potential failure mode.
The Outcome
Within 6–9 months, we crossed the 99.999% uptime threshold and have held it since. Not a single customer experienced downtime during the migration. The infrastructure layer and APIs now operate with the reliability expected of a mature SaaS platform, and the internal tooling built during the project gave us durable visibility into system health going forward.
This kind of work usually runs as developer experience product leadership.
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