Repository navigation
Business Description
SoftServe is a global technology company specialized in software development and digital services, founded in 1993, and recognized for delivering innovative technology solutions to clients across multiple industries. In Colombia, SoftServe established operations in 2022 and has grown to more than 200 associates distributed across different cities, as part of a global organization with 13,000+ professionals and over 30 years of experience.
Within the Colombian market, SoftServe focuses on building and scaling high-impact technology capabilities—particularly in areas such as software engineering, Cloud & DevOps, and AI/ML helping organizations modernize their platforms and improve operational efficiency.
In this context, Sentinel is developed as a project aligned with SoftServe’s technology focus and business needs: it targets the operational challenge faced by DevOps/SRE teams in incident management, where engineers often spend significant time correlating alerts, logs, metrics, and documentation. Sentinel contributes value by providing an AI-powered incident triage copilot that helps reduce resolution time, standardize responses, and support reliable operations.
The operational impact of slow incident resolution is significant and well-documented:
| Metric | Value | Source |
|---|---|---|
| Average MTTR (Mean Time To Resolution) | 28–35 minutes | Datadog, 2024 |
| Time spent on repetitive manual tasks during incidents | 43% | FireHydrant, 2023 |
| Average cost of downtime | $5,600 USD/minute | Gartner, 2024 |
| Average critical incident resolution time | 3.8 hours | Atlassian, 2024 |
The core problem is not a lack of monitoring tools — most organizations already have Prometheus, Grafana, Loki, or equivalent. The issue is cognitive overload: engineers must manually correlate signals across multiple dashboards, search for relevant runbooks, and reason about root causes under time pressure. This process is repetitive, error-prone, and expensive.
Sentinel directly addresses this gap by automating the triage workflow and presenting engineers with structured, evidence-based analysis in seconds rather than minutes.
Mission: Sentinel’s mission is to enhance SoftServe DevOps incident response capabilities by providing an AI-powered co-pilot that automates incident triage, collects and correlates operational evidence (alerts, logs, and metrics), and proposes grounded remediation actions, while keeping engineers in control through approval for high-risk decisions.
Vision: Sentinel’s vision is to become a scalable, production-ready operational platform within SoftServe’s delivery ecosystem that continuously improves service reliability by reducing MTTR, minimizing repetitive manual work, enabling transparent decision-making, and supporting long-term learning through incident history and post-incident insights.