BookMyShow
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BookMyShow struggled with reactive firefighting, often waiting for server errors before detecting issues. Their manual monitoring created single points of failure where alerts bottlenecked at individuals. Additionally, migrating from on-premise to AWS introduced dynamic scaling complexities that their legacy tools could not effectively manage.
Xurrent IMR automated alert routing based on skills and schedules to eliminate bottlenecks. The team now utilizes deep Slack integration for seamless ChatOps and unified dashboards for real-time visibility. Intelligent noise reduction and auto-resolution capabilities allow engineers to focus purely on critical infrastructure stability.
BookMyShow Enhances Incident Response by 90% with Xurrent IMR
BookMyShow stands as India's premier online ticketing platform, serving millions of users eager to book seats for movies, plays, concerts, and live events. In this high-volume industry, reliability is the currency of customer trust. During massive blockbuster movie sales or high-demand concert bookings, millions of users flood the platform simultaneously, creating infrastructure pressure that demands flawless performance.
In the past, the engineering team struggled with a reactive operational model. They were often stuck in a cycle of firefighting, detecting issues only after the service was already impacted by 5xx errors rather than anticipating them. This was compounded by a reliance on manual monitoring processes that made identifying data patterns resource-intensive and slow.
A critical vulnerability in their previous workflow was the existence of single points of failure. Before automation, critical alerts were frequently directed to a single individual. If that person was unavailable or overwhelmed, essential notifications could be missed, creating a bottleneck that threatened the platform's uptime during crucial sales windows.
Furthermore, the transition from on-premise legacy infrastructure to a dynamic AWS cloud environment introduced scaling complexities that their existing tools could not effectively monitor. To bridge this gap, BookMyShow adopted Xurrent IMR, transitioning to a scalable, cloud-ready solution capable of handling massive traffic spikes.
The implementation of Xurrent IMR transformed their operational capabilities through several key features:
- Intelligent Routing: Alerts are now distributed based on predefined escalation procedures, on-call schedules, and specific skill sets, ensuring the right expert is notified instantly.
- Seamless ChatOps: The team leverages a robust Slack integration to handle the entirety of the incident lifecycle directly within their collaboration channel.
- Unified Visibility: Custom dashboards now display service names, error reasons, and alerts in one place, significantly speeding up root cause identification.
- Noise Reduction: The system monitors critical external services and allows them to auto-resolve without unnecessary escalation, preventing alert fatigue.
By automating these processes and integrating deeply with their tech stack, BookMyShow eliminated the reliance on manual intervention. The shift from reactive firefighting to proactive incident management yielded impressive results.
Ultimately, the impact on their efficiency was profound. BookMyShow achieved a 50-60% improvement in Mean Time to Acknowledge (MTTA) and a massive 80-90% improvement in Mean Time to Resolve (MTTR), ensuring that their millions of users enjoy a seamless booking experience even during the biggest blockbuster releases.
